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AllClear ID - Henry Vines

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: AllClear ID, Austin, TX
Company Description: AllClear ID is a completely different kind of identity theft protection company – a group of experienced, high tech, security professionals committed to looking at everything from a consumer perspective. We’re not afraid to challenge the status quo or try new ideas.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Financial Services Industries

Nomination Title: Henry Vines, Licensed Fraud Investigator

Tell the story about what this nominee achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Henry Vines is an avid musician and outdoorsman who joined the AllClear ID Customer Support Team in 2014. Since then, Henry has served in multiple roles from a customer support agent, delivery partner coordinator, and licensed fraud investigator working with customers to skillfully address their concerns and resolving problems presented to internal teams.

When a customer’s personal information has been involved in a data breach, they are often coping with feelings of fear, frustration, and helplessness. Our customers are struggling with these feelings when they speak to Henry Vines the first time. Henry excels at resolving the fraud these customers are dealing with, but more importantly, he actively listens to the customers and puts them at ease while guiding them through the investigation process.

Henry works tirelessly to constantly improve and update AllClear ID fraud resolution resources. Resolving fraud in many cases means following intricate processes while dealing with various financial, law enforcement, and regulatory agencies. He has not only perfected the art of handling any type of fraud that a customer could possibly experience, but he has taken it upon himself to document best practices when confronted with more complex scenarios. These best practices have been shared with the entire investigations team and serve as a guide for his peers to address fraud concerns in a more streamlined manner. Henry also proactively researches regulatory changes and updates his peers on his findings. He often bridges gaps in our knowledge base and ensures that our investigations team is on top of all the latest trends in identity theft protection.

Always striving to uphold the AllClear ID core value of “Customer Service above and beyond the expected”, Henry has been able to distinguish himself as the de facto source of knowledge for his peers while still being a top performer within the investigations team. Because of his robust knowledge and streamlined approach, Henry is often able to maintain a case load that is almost double that of some of his peers. Henry’s hard work and commitment is exemplified by the fact that he has maintained a 99% Customer Satisfaction average over the last six months. Henry exemplifies everything that AllClear ID looks for in a team player. He is eager to help his peers, proactively makes suggestions about improvements, and enjoys opportunities to help customers.

Customers had the following to say about Henry:

“This was outstanding service! The investigator, Henry Vines, was extremely professional. He understands the value of the service you provide and he was very clear about how to rectify the situation. Thank you!!”

“Henry did a fantastic job walking me through your service. Cheers to him!”

“Henry was wonderful, professional and answered all my questions without any hesitation.”

“Customer Service Rep (Henry) was extremely thorough - he left our issue as "under investigation", just in case something else shows up. Very knowledgeable, He's a keeper!!”