Customer service for banking and financial services
Banks, lenders, insurers and fintechs meet their customers at life’s big moments. We help you answer them with trained professionals who work inside your systems and follow your rules.
Key customer moments
The moments where good service matters most in banking and finance.
What we can run for you
Choose the services you need. Each client gets a dedicated team trained on its own products and policies.
Life-event desk
Trained professionals for account opening, moves, bereavement and other moments that need extra care.
Fraud report intake
We capture the facts quickly and hand the case to your fraud team using your process.
Payments and card questions
Help with failed payments, card questions and account access, within the limits you set.
Hardship conversations
Careful conversations with customers in difficulty, following your policies and the rules you are subject to.
Digital banking support
Tier 1 and Tier 2 help for your online banking and app users. About technical support.
Quality you can check
Calls and chats reviewed against your required disclosures and service standards.
Built around your obligations
Financial services are heavily regulated. We work to your policies, your required disclosures and the controls agreed in your contract. Our team does not give financial advice; regulated activities stay with your licensed staff.
See how we approach data and remote-work security on our Security & Trust page.
How we work
A dedicated team
Sized to your volumes, typically with a team lead and a quality coach, and trained on your products, policies and tone of voice.
One owner per case
The professional who takes a case is responsible for seeing it through, so customers don’t repeat themselves.
Your tools
We aim to work inside the CRM, helpdesk and phone systems you already use, where access allows.
Start with a pilot
Begin with one channel or one customer journey, then expand when you’re ready.
Questions from banking and finance teams
Do your professionals give financial advice?
No. Our team handles service conversations and follows your scripts and policies. Anything that needs advice or a regulated decision goes to your licensed staff.
Can you take card payments?
Only where it is agreed in writing and your platform can capture card details without agents seeing or hearing them.
Can you follow our compliance requirements?
We train the team on your required disclosures and policies, and quality reviews check for them. The specific obligations we take on are set out in the client agreement.
Talk to us about your customers
Tell us about your volumes and channels, and we’ll suggest a starting point.