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.
What makes us a reliable fintech support partner
Over 13 years building and running customer support operations for global clients. Here's what makes the difference.
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% monthly attrition rate and 1.9-year average tenure directly protect regulatory continuity on your account.
Domain knowledge
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.
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
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
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.
Quality assurance (QA)
Customer satisfaction (CSAT)
Cost reduction (compared to in-house fintech support)
Agents on board
Outsource fintech call center services and elevate CX
Share your requirements and company details, and our team will prepare a proposal with your needs in mind.
Results that speak for themselves
- Challenge
- Supporting a fintech serving 20+ banks across Europe and the UK requires strong language skills and genuine domain knowledge.
- Solution
- Gradual onboarding program built one topic at a time, backed by a dedicated QA and training specialist and a hybrid outsourced-workforce, client-owned-process model.
- Result
- The team sustained consistently above 99% internal quality scores and near-zero staff turnover, expanding from frontline support into AML and KYC risk classification work.
- Challenge
- Rapid subscription growth and high call volumes during evening and night hours.
- Solution
- Blended 24/7 support with dedicated night agents and daytime blended staff, covering subscriptions, failed payments, billing cycles, and general guidance.
- Result
- Monthly call volume scaled from 216 calls with three agents to 20,000 calls, with stable accuracy maintained through peak night hours.
- Challenge
- Seasonal demand spikes doubled call volumes overnight, causing long wait times and inconsistent service quality across multilingual routes.
- Solution
- Deployed a scalable multilingual team with AI-assisted routing and shift structures aligned to Wizz Air's seasonal demand patterns.
- Result
- 80% of calls answered within 35 seconds year-round, 30% AHT reduction, and 85% agent utilization maintained in all seasons.
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
Trusted by global leaders
Integrations and tooling
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
Security & compliance
PCI DSS
Simply Contact is PCI DSS certified, maintaining the highest level of security for all card transactions and protecting clients' sensitive data.
ISO 27001
An internationally recognised standard for managing information security, ensuring robust processes to safeguard sensitive information.
ISO 27701
The international standard for privacy information management (PIMS), with requirements mirroring GDPR compliance and protecting personal data.
HIPAA
HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and health tech industries.
Get in touch with us today
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FAQ
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.
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.
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
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.
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.
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.
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.
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.
Yes, Simply Contact is compliant with PCI DSS, ISO 27001, ISO 27701 (PIMS), GDPR, and HIPAA.
Ready to see results like these?
Tell us about your support challenges and we'll put together a tailored proposal within 48 hours.
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