Please read how Carolyn delivers our Customer Happiness Promise below!

Carolyn Peterson

Customer Happiness Representative (Irvine Remote Team)

“I would imagine my co-workers would say that the core value I embrace the most would be over-communication. They’re probably right! My personal core values and goals are to take initiative where it’s needed and always remember to work as a team. I strive to make sure that whatever queue I’m in, I take the time to be sure that I’ve completed that order to the best of my ability so that the next person to touch it will be able to do their job more effectively. If, by the end of the day, I’ve helped a caller to reach their goals quicker, I’ve helped a lead by taking the initiative on keeping eyes on queues that might need tending, or personally assisted a team member to lighten their load, then I’ve had a successful day. Because, in the end, working together is what it’s all about.”

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Please read how Jessica delivers our Customer Happiness Promise below!

Jessica Van Sciver

Team Lead Queue Manager (Irvine Remote Team)

“Our Customer Happiness Promise means making sure we go above and beyond to make our clients and employers happy. This can be doing extra work on an order to ensure good turnaround times for our clients to having a friendly tone when talking with employers. I would say that the 2 core values that I use the most are Make Lemonade and LOL Everyday. I feel like as a Queue Manager you never know that will be through your way to overcome and so we are always having to Make Lemonade to make the best of the situation that we are dealing with (people calling out, low order volume, ect). I also try to LOL Everyday as it just makes for a better day. It could be as simple as sending GIFs to someone over chat or just laughing off something that happened.

Being a Queue Manager is a lot of work. We have to stay on top and monitor all of the queues to ensure that the operation is running smoothly. We also have to know who is trained in what and what their work hours are for the day. We are always making moves throughout the day (which our processors know the most haha). When it comes to making lemonade we are always doing that cause we get thrown curveballs of being calling out sick, leaving early, low volume, high volume and more. For example, when a caller calls out for the day or leaves early we have to ensure that we reassign their orders so they can still be handled in a timely manner.”

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Please read how Jaya delivers our Customer Happiness Promise below!

Jaya Musal

Customer Happiness Representative (Irvine Remote Team)

“Customer Happiness to me is doing everything we can do to avoid any delays for our clients and taking each order closer to the completion. It is so satisfying to see rush requests being completed because I was able to go above and beyond on the order which helped getting the completion.

I remember this verbal rush request I had that I received late in the day and the client note said that they were closing that day and the employer’s business hours were closed for the East Coast employer, so it was looking very hopeless to get that request completed that day. However, keeping client request and hope in mind, I knew that I can at least try my best to get the request completed. I found quite a few contacts on employer site, so I tried a few of those and luckily one person was working later which I was able to get hold of and completed the request. That felt so good, and I also emailed the client right away letting them know that we were able to complete their request. It felt really good!!

Ultimately, I try to put myself in the client’s place and treat each order as if this was my loan and how I would like it to be treated!”

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Please read how Jamie delivers our Customer Happiness Promise below!

Jamie Czajkowski

Senior Systems Engineer (Anchorage, AK)

“Working within the IT department can be unique at times because when we consider ‘Delivering Customer Happiness’ we not only have to think about our external customers who are placing orders for our services, but we also consider everyone internally at Veri-Tax as our “Customers”.

Primarily this is factored in terms of system uptime where our goal as an IT organization is to have “Five-Nines” or 99.999% system availability each year. This means that we aim for less than 5 minutes and 15 seconds of unplanned production system downtime every year. We experience technology issues like any other organization, but our design philosophy is built around multi-layered redundancy across our networks, servers, firewalls, ISP connections, redundant-power, and all of these allow us to generally continue serving our internal and external clients even if we are temporarily degraded in one aspect or another or a particular user is having an issue with something.

As a member of the Infrastructure Team, I will be honest that I don’t have much direct communication with our external customers on the average day and rely heavily on feedback from other teammates at Veri-Tax for questions or suggestions on areas where we could improve our systems, services, and overall IT posture. I’ve always found the best way of doing this is just by being available. I can’t promise that I WON’T ask you to open an IT ticket about a particular issue you bring up, but my mailbox is always open and anyone can feel free to reach out to me on Teams for basic IT questions and issues they experience and I’m happy to assist as best as I can.”

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Please read how Beatriz delivers our Customer Happiness Promise below!

Beatriz Mamede da Rocha

Customer Service Representative (Irvine Remote Team)

“I deliver customer happiness by implementing the Core Values: ‘Make Lemonade’ and ‘Wear Any Hat.’ My work ethic is to do my best to serve our clients and I put myself in their place to try to help them like I would like to be helped. For each order, I work diligently to provide the best work and to complete it as fast as possible. I like to carry the message that we are reliable. And I enjoy motivating my fellow co-workers in keeping up with the good work by sending out stats emails daily. In addition to that, by knowing many queues, I’m able to hop from one queue to another, so I can help with the order volume. I look forward to learning new queues and acquiring new hats to help clients and colleagues alike.”

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Please read how Leticia delivers our Customer Happiness Promise below!

Leticia Ceja

Customer Service Representative (Irvine Remote Team)

“Delivering customer happiness to me means putting yourself in the client’s shoes. It means understanding the type of industry we work in, what’s at stake and why clients might need things rushed or extra information verified. It means understanding that since you are assisting with processing an order, you are essentially a piece of the puzzle in a borrower’s loan process so it’s important to always take that extra step to ensure our piece of the puzzle is a smooth process for them. In the end, that’s what our clients like to see and what ultimately keeps them happy.”

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Please read how Neil delivers our Customer Happiness Promise below!

Neil Gantan

Customer Service Representative (Irvine Remote Team)

“To me, the Customer Happiness Promise means doing everything we can to get the job done to the best of our abilities. I try to deliver customer happiness by doing everything I can to get an order to completion or as close to it as possible. To that point, I find myself implementing our core value of Over Communicate the most. I try to provide as much detail as I can to both the employers and the clients when there is specific information that’s needed, such as an explanation of something on the borrower’s paystub or details on how bonuses are paid out. I also try to remember that, in the end, this is for someone’s home. If I can help get the loan closer to closing, the better.”

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Please read how Marrin delivers our Customer Happiness Promise below!

Marrin Saltz

Customer Service Representative (Tempe Remote Team)

My number one goal here at Veri-Tax is to always go above and beyond in customer happiness. One of the ways I do this is by choosing to remember that the customer I’m speaking with has their own tribulations that they are going through each day. I’d love to put a smile on their face or at least maybe I can be one of the happiest people that they’ve spoken with today. I do this by making sure I have a pleasant tone and am super grateful that they’re even willing to talk with me. The way I remain positive is to choose to make lemonade out of any situation because we only have one life and shouldn’t dwell on the negatives.

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Please read how Ryan delivers our Customer Happiness Promise below!

Ryan Baker

Customer Service Representative (Irvine Remote Team)

What does our “Customer Happiness Promise” mean to you?
Our Customer Happiness Promise means to me that we follow through on our commit to our clients via a proven process using all our available resources to ensure that we have done all that we can to fulfill our goal of retrieving the information required and by doing so with the upmost business etiquette to ensure satisfactory results.

Can you share a story or two detailing how you saved the day for your team or a client’s day?
I have saved the day for our team and our clients on several occasions especially on rush orders and with unresponsive employers. I typically will evaluate an order find an avenue that perhaps we had not yet utilized or something that may have been buried within the notes and will use that to my advantage. In many cases I have found myself being able to have an order completed that initially seemed doubtful.

What unique way(s) do you deliver customer happiness?
I treat every client or employer with courtesy and make sure to listen to their concerns and respond to them appropriately. If there is anything I can do to help them overcome any obstacles, to better understand or to reassure them I will always do my best and will always do so with an urgency.

What core value do you find yourself implementing the most? Can you give us an example?
I would say the core value I find myself implementing the most would be over communicating. I understand that while not everyone out there we speak to is as trusting or understanding of what we’re trying to accomplish, I do my best to quickly elaborate the importance and legitimacy of our objectives so that the right message gets across to the right people.

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Please read how Leslie delivers our Customer Happiness Promise below!

Leslie Phillipsie

Account Manager (Pittsburgh, PA)

“Customer Happiness is so very near and dear to my heart. To me, the role “Account Manager” is really about building and nourishing the relationships with our customers. At Veri-Tax we pride ourselves on quick turn times for our products, but I also extend this to fast turn times with my customer communication. I want our customers to know that they when they reach out to me, I will reply back quickly and to the fullest extent of not only my knowledge but those of my colleagues as well. It brings me joy knowing they can depend on me to be there for them. This also extends to my internal Veri-Tax customers as well – we have a family spirit and energy among us. I believe our customers can feel that as well and appreciate it as much as I do.”

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