OUTCOMES
What fintech companies hire us to handle.
1
KYC verification support and escalation management
Front-line KYC support — explaining the process, resolving document submission issues, escalating complex cases to your compliance team. Faster verification. Fewer drop-offs. Lower compliance friction.
2
Transaction dispute handling
Failed payments, unauthorized transactions, reversal requests — time-sensitive, emotionally charged, documentation-heavy. Agents follow your dispute protocol precisely with proper escalation paths every time.
3
Account management and onboarding support
New users hit friction at onboarding, account setup, payment method linking, and feature discovery. We reduce activation drop-off by handling these queries fast — often within 30 seconds on chat.
4
Real-time transaction and balance queries
‘Why hasn’t my transfer arrived?’ — high volume, high urgency, time-sensitive. We integrate with your back-end and provide accurate answers without escalating every case to internal ops.
5
Security and fraud alert handling
When a customer suspects unauthorized access, the next 10 minutes determine whether you retain them. Agents trained on security escalation protocols, account freeze procedures, and communication standards.
6
Multilingual coverage for key markets
Regulatory expectations and customer behaviors differ by market. Compliant, localized support in 14+ languages — agents briefed on regional context, not translated scripts.
WHO IT'S FOR
Who it's for
OPERATIONS INCLUDED
Compliance-aware agent training — tailored to your regulatory environment |
KYC/AML escalation path documentation before go-live |
CRM integration:Zendesk, Intercom, Salesforce, custom platforms |
Dispute and fraud alert escalation workflows |
Data handling protocols aligned with GDPR |
Weekly reporting:CSAT, FCR, response time, escalation breakdown |
