Financial Services BPO

Overview

What we deliver

We provide regulated financial services BPO covering customer support, KYC, fraud triage, and back-office tasks under PCI-DSS, FCA, and SEC controls.

We deliver financial services BPO for banks, lenders, insurers, wealth managers, and fintechs that need regulated, audit-ready operations. Our teams handle customer support, account servicing, KYC and onboarding, dispute and fraud triage, collections, and back-office processing across voice, chat, email, and secure portals. We operate within a controls framework aligned to PCI-DSS for card data, FCA conduct expectations for UK-regulated activities, and SEC and FINRA rules where US securities work is in scope. We work inside your core banking, CRM, or policy administration system, with logging, monitoring, and role-based access in place. Our QA program checks both service and conduct outcomes, and our compliance leads coordinate with your second line on issues, breaches, and regulatory change. Reporting includes service levels, complaints, vulnerability indicators, and control test results so your risk and audit teams stay informed.

Fit Check

Built for teams like yours

Who it's for

Retail and commercial banks
Lenders and card issuers
Insurance carriers and brokers
Wealth and asset managers
Fintechs and payment firms

Pain points we solve

Rising complaint and conduct risk
Backlogs in KYC and onboarding
Card data handling exposure
Inconsistent treatment of vulnerable customers
High cost of regulated headcount

What's included

Capabilities

Everything we cover in this engagement.

Customer support across channels
KYC and onboarding processing
Card and payments support
Dispute and chargeback handling
Fraud triage and case management
Collections and arrears support
Complaints handling under FCA rules
Back-office data and document processing

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Scope

We confirm regulated activities, data flows, and control needs.

02

Control

We map PCI-DSS, FCA, and SEC controls to operating procedures.

03

Stand up

We staff, train, and certify agents on products and rules.

04

Operate

We run live volume with daily QA and weekly control reviews.

05

Assure

We support internal audits and regulator queries with evidence packs.

What you get

Deliverables & outcomes

What you get

Operating model with control map
Trained regulated agent teams
SOPs and conduct frameworks
QA and conduct monitoring
Complaints and breach registers
Audit-ready reporting packs

Outcomes you can expect

Stronger conduct and PCI control
Faster KYC and onboarding
Lower complaint volumes
Better treatment of vulnerable customers
Improved cost-to-serve

Timeline

12 to 20 weeks to go-live

Engagement

Monthly retainer, Project, Sprint

Tools we use

Salesforce Financial Services Cloud, Pega, FIS, Temenos, NICE Actimize, Genesys

KPIs we track

Service level, complaints rate, KYC TAT, conduct breaches, PCI control exceptions

Client stories

What clients say

"

We were drowning in tier-one tickets about password resets and appointment changes. They built a deflection layer on top of our help desk and kept their agents in the loop for anything sensitive. Volume to humans dropped 58 percent in two months and our patient NPS held steady. The hybrid handoff is the part most vendors get wrong. They did not.

P.M.

"

Our LCP was 4.8 seconds and Google was punishing us for it. They audited the build, dumped two plugins we did not need, moved hero images to a real CDN, and rewrote the critical CSS. LCP came down to 1.6 seconds within three weeks. Bounce rate on the pricing page dropped by a quarter without us touching the copy.

Sarah K.

Proof