Building Compliance-Focused & Zero-Turnover Customer Support for a FinTech Provider
Building stable support where precision is non-negotiable
Financial support leaves little room for error. Agents need the right language skills, fintech knowledge, and discipline to work with sensitive data and compliance-critical processes. Because this expertise takes months to build, team stability becomes essential to maintaining quality and operational continuity.
Specialist talent
Agents need strong language skills and enough fintech knowledge to investigate transaction issues, follow complex processes, and escalate cases accurately.
Compliance-critical operations
Strict data access and regulatory requirements have to be maintained within a hybrid model where Simply Contact provides the workforce while the client retains control over key processes.
Knowledge retention
With progressive onboarding lasting up to six months, agent turnover carries a high operational cost. Retaining trained specialists is critical to protecting expertise, quality, and service continuity.
Embedded support with shared ownership
Simply Contact provides and scales the specialist support team, while the client retains ownership of core processes, training standards, and performance management.
Simply Contact
Talent and continuity
Recruiting, staffing, retention, and team scaling for a specialised fintech environment.
Client
Process and performance ownership
The client manages operational processes, training standards, and day-to-day performance expectations.
Shared focus
Compliance and service quality
Both teams work within strict data-access, quality, and regulatory requirements.
Anna Mazur
Project Manager · Simply Contact
Anna oversees compliance-critical support for Token.io's fintech operations. Under her management the team maintains a nearly 100% retention rate and consistent quality scores above 90%.
End-to-end support across fintech operations
Customer support
- Written support via Zendesk
- Bank and business-client tickets
- Planned maintenance communications
Transaction support
- Transaction issue investigation
- Case clarification
- Escalation management
Knowledge operations
- FAQ updates
- Product knowledge base maintenance
- Process documentation support
Compliance support
- Partner risk classification
- AML/KYC-related hiring and support
- Escalation of risk-sensitive cases
From frontline support to a trusted operational partner
The partnership started with a compact frontline support team and expanded as the client entrusted Simply Contact with a broader operational role.
The support team soon doubled in size and became the client’s full customer-facing support function. As the partnership matured, a dedicated QA and training specialist was added to maintain quality as the operation scaled.
The scope also began extending beyond frontline support into compliance-related capabilities, including partner risk classification and recruitment for AML and KYC roles.
Expertise built over months, not days
In a compliance-critical environment, agents are introduced to complexity gradually. The onboarding model prioritises mastery and consistency over speed.
Progressive onboarding
6-month onboarding
Agents build knowledge gradually before moving into more complex topics.
Focused learning
One topic at a time
New topics are introduced progressively, with dedicated practice before agents move to the next level.
Continuous QA
Specialist quality support
A dedicated QA and training specialist helps maintain knowledge and performance as the team grows.
Stable expertise, consistent quality at scale
The specialist fintech support team scaled while maintaining exceptional retention and quality in a compliance-critical environment.
team retention maintained
internal quality scores sustained
support team growth
OPERATIONAL OUTCOMES
- Dedicated QA and training specialist added as the operation scaled
- Team became the client’s full customer-facing support function
- Operational continuity maintained throughout team growth
- Partnership expanded into partner risk classification and AML/KYC recruitment
Ready for results like these?
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