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FinTech Customer Support Outsourcing Services

Elevate your CX with Simply Contact. We provide specialized fintech customer service outsourcing, managing everything from KYC and AML to fraud escalation and high-stakes voice support.

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Simply Contact

Fintech BPO certified for PCI DSS, ISO 27001, ISO 27701

Seamless launch & full ownership of results

Simply Contact
Industry Expertise
FinTech Customer Support

Serving the full range of fintech organizations

Open banking and A2A payment platforms

Digital banking and neobanks

Payment processors and gateways

Card issuers and card lifecycle management

Mortgage and lending platforms

Insurtech and embedded finance

Fintech SaaS and B2B financial tools

Crypto and digital asset platforms

Buy Now Pay Later and consumer lending

What we handle

Simply Contact drives excellence in CX outsourcing for banks and fintech by managing service requests of every complexity.

Account and onboarding support

✓ Account setup and verification
✓ Login and access issues
✓ KYC query handling and document guidance
✓ Identity verification support
✓ Onboarding troubleshooting

Transaction and payment support

✓ Failed transaction investigation
✓ Payment dispute handling
✓ Refund and chargeback processing
✓ Billing cycle and subscription queries
✓ Bank transfer and routing issues

Card services

✓ Card account queries
✓ Transaction monitoring escalation
✓ Cardholder identity verification
✓ Card lifecycle support (issuance, blocking, replacement)
✓ Dispute and chargeback handling
✓ Fraud alert communication

Mortgage and lending support

✓ Loan application status queries
✓ Document submission guidance
✓ Repayment schedule and account queries
✓ Payment failure handling
✓ Regulatory correspondence support
✓ Escalation to underwriting or compliance teams

Fraud and security

✓ Suspicious activity escalation
✓ Account security queries
✓ Unauthorized transaction reporting
✓ Escalation coordination with your compliance team

Compliance-adjacent operations

✓ Partner and counterparty risk classification
✓ AML query handling
✓ Regulatory correspondence support
✓ Knowledge base maintenance for compliance updates
✓ Documentation and audit trail management

Technical and product support

✓ API and integration queries
✓ Platform error investigation
✓ Transaction status tracking
✓ Feature guidance for business clients
✓ Escalation management to your product or engineering team

Self-service and knowledge base

✓ FAQ development and maintenance
✓ Knowledge base updates aligned to product and regulatory changes
✓ Agent-facing internal knowledge tools
✓ Self-service deflection for routine queries

Back-office operations

✓ Planned maintenance communication
✓ Ticket investigation and documentation
✓ QA-aligned case logging

Advisory board: Independent CX expertise on demand

I always enjoy speaking with leaders who want CX to work harder for their organisation—commercially, operationally and culturally.

Jerry Angrave

CCXP & CX Consultant, ex-Lloyds Banking Group

For every engagement, we bring in independent experts who have spent their careers inside the industry. They join client projects on demand, shaping CX strategy, reviewing operations, or stress-testing assumptions. Jerry Angrave is a dedicated advisor ready to offer his expertise for your fintech support operations.

What makes us a reliable fintech support partner

Compliance-first operational design

Every engagement is built around your regulatory environment from day one. PCI DSS, GDPR, ISO 27001, and ISO 27701 compliance are operational baselines.

Agent stability as a compliance asset

Turnover in fintech BPO is a compliance risk as institutional knowledge leaves with every departure. Our 2–5% annual attrition rate and 1.9-year average tenure directly protect regulatory continuity on your account.

Domain knowledge, not generic training

Agents are onboarded on your product, regulatory context, and client profiles. For open banking, A2A payments, or AML-adjacent work, onboarding runs up to six months.

Real-time visibility

Power BI-driven reporting with hourly, daily, and monthly data. Clients that outsource customer support for fintech with Simply Contact get direct access to analytics dashboards 24/7.

Committed to privacy and security

Your customers trust you with their money and personal data, so there’s no room for mistakes. We get it. That’s why we go beyond the basics with compliance and proactive measures to prevent fraud and data breaches. See how our fintech customer support handles privacy and security to protect your customers and keep you compliant.

Learn more

Make the most of fintech customer support outsourcing

Simply Contact’s experience, coupled with operational transparency, ensures your customers will enjoy personalized service that meets the unique needs of your business, all while you conserve valuable time and resources.

>90%

Quality assurance (QA)

80%+

Customer satisfaction (CSAT)

up to 70%

Cost reduction (compared to
in-house fintech support)

700+

Agents on board

Fintech support built for compliance-sensitive environments

Share your requirements and we'll propose tailored fintech outsourcing solutions around your regulatory obligations, operational structure, and support volumes.

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Featured case studies

Howly, IT Expert Platform

Objectives

To build a scalable, round-the-clock billing support operation that keeps response times fast during peak evening and night hours while maintaining accuracy and a clear customer experience as the platform grows.

Results

20,000 billing calls handled per month

From 3 to 22 agents scaled within one year

+43% agent productivity

24/7 coverage with dedicated night shifts

Read the full story

Working with Simply Contact allowed us to strengthen our billing operations with a dedicated 24/7 team that adapts perfectly to our workload. Their commitment to productivity and quick resolution times has made them a key partner in maintaining a high-quality experience for our users around the clock.

Nataliia Vyshnevska

Support Team Lead, Howly, the UK

Token.io, British A2A FinTech Provider

Objectives

To ensure every interaction is secure, compliant, and handled by experts who understand industry complexity. Any knowledge gap can risk compliance or trust, so zero staff turnover became a key goal to maintain consistent precision.

Highlights

Nearly 100% agent retention

>99% internal quality scores

x2 growth in number of agents

Read the full story

While the client manages agent training and performance directly, our role has been to build a stable team with the right skill set, language level, and mindset to match those high standards. We’ve ensured operational continuity, handled staffing and scaling needs, and maintained a nearly 100% retention rate—a rare outcome in BPO.

Anna Mazur

Project Manager, Simply Contact

AI in fintech support

We embed AI into fintech customer support where it reduces handling time and error rates without introducing compliance risk: ticket routing, knowledge base surfacing, query translation, transaction dispute pattern detection.

Agent assistant for real-time guidance and suggested responses

Intelligent ticket routing and prioritization

Sentiment detection and escalation routing

RPA for back-office tasks: transaction logging, document processing, status updates

Live translation for multilingual fintech call center outsourcing

Knowledge base automation and maintenance support

Integrations and tooling

We work within your existing stack. Operational experience with:

Helpdesk & CRM

Zendesk · Intercom · Freshdesk · Salesforce · HubSpot · Gorgias

Communication & collaboration

Slack · Microsoft Teams · Aircall · Twilio

Project & issue tracking

Jira · Asana · Notion

Fintech-specific

Custom API integrations scoped per engagement

Certified for privacy and security

PCI DSS

Certified for the secure processing of credit and debit card payment data across all fintech customer support interactions.

ISO 27001

Information security management. Sensitive data protected through structured, audited processes.

ISO 27701

Privacy information management, aligned with GDPR requirements.

Reviews

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka

Head of Customer Experience

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina

Customer Experience Specialist

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing

Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong

SVP People & Culture, Travel Tech Company

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FAQ

What makes fintech customer support operationally different from standard customer support?

In fintech, a support error isn't just a CSAT issue: a mishandled KYC query, a missed fraud signal, or an incorrectly escalated transaction dispute carries compliance and reputational consequences. It requires agents with genuine domain knowledge, escalation protocols built into the workflow, and QA that tracks regulatory alignment, not just resolution speed.

What types of fintech companies do you support?

Open banking and A2A payment platforms, digital banks, payment processors, card issuers, mortgage and lending platforms, insurtech, fintech SaaS, crypto platforms, and consumer lending. Each engagement is scoped around your specific product, regulatory environment, and customer profile.

How do you handle KYC and AML-adjacent tasks?

Customer-facing KYC support covers verification guidance, document submission, and identity dispute handling. For compliance operations, we have hired AML specialists and conducted partner risk classification for regulated clients. Scope is defined during design based on your obligations and internal structure.

How do you prevent agents from creating compliance exposure?

Simply Contact solves it through operational design, not just training. Structured onboarding covers product, regulatory context, and escalation thresholds before go-live. QA monitors compliance alignment on every interaction. Low attrition means the agents who know your account stay on your account.

How do you handle fraud escalations?

Agents identify and escalate, not resolve unilaterally. Escalation paths to your compliance or security team are built into the workflow before launch. No agent makes judgment calls on fraud without an established protocol.

Do you support self-service and knowledge base development?

Yes. Customer-facing FAQs, agent-facing internal knowledge tools, and self-service deflection workflows for routine queries are part of our financial services customer support outsourcing offering. Content is updated in line with product and regulatory changes, with agreed SLAs for turnaround.

How quickly can you launch?

Discovery and design: 2–4 weeks. Onboarding: months one and two. For deep compliance onboarding (pen banking, AML, KYC) the onboarding perion can be prolongated. Timeline is scoped and agreed before any commitment.

How much does fintech customer support outsourcing cost?

Simply Contact offers two pricing structures: hourly-based for lower or variable volumes with shared agents and ticket-based for dedicated capacity with full cost transparency. Because final price is calculated based on volumes, technical complexity, and service requirements, the specific structure is determined during the scoping phase to ensure it aligns perfectly with your business needs.