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Financial Services BPO
40–50%
Cost Savings
90% CSAT
85% FCR
<10s Avg.
Speed of Answer
96%
Client Retention
Compliance-heavy workflows. High-stakes customer calls. Customers who expect instant, accurate answers about their money. Whether you're a midsize bank, a regional credit union, or a fintech, your outsourcing partner needs to get all of it right from day one.
CX Outsourcing for Financial Services
Bilingual CX teams trained on your platforms, your compliance requirements, and your escalation paths. Voice and messaging support that handles transaction disputes, account inquiries, and onboarding, without putting your customers on hold or your brand at risk.
90% CSAT · 85% FCR · SLA: 85/24hr for Emails
Collections Outsourcing for Financial Services
Dedicated collections agents who recover revenue while protecting your customer relationships. We train our agents on your specific portfolios, regulatory requirements, and escalation paths. They know when to push, when to pause, and how to keep the conversation compliant from start to finish.
ASA: <10s · 90% CSAT · SLA: 85/10 for Calls
Back Office Support for Financial Services
Transaction processing, reconciliation, data entry, and account maintenance handled by dedicated teams. Accurate, auditable, and integrated directly into your systems and existing workflows. We follow your documentation, your audit requirements, and your SLAs.
~40% Controller Time Freed · 4+ Day Faster Close · SLA: 85/24hr for Emails
Financial Services Call Center Operations
Inbound support for account inquiries, disputes, and onboarding. Outbound for collections, verifications, and customer retention. Our agents are bilingual, all U.S. time zone aligned, and trained on your compliance requirements before they take a single call.
ASA: <10s · 85% FCR · SLA: 85/10 for Calls
Your customers expect instant answers.
Let's make sure they get them.
When customers can't access their funds, they don't want a script. They want someone who understands what's happening, can navigate the system, and can fix it.
Our financial services teams handle regulated conversations every day. They know what can and cannot be said, and how to resolve issues without creating compliance exposure. That's not something you train in a week. It's something you build over years of doing the work.
90%
CSAT
85%
First Contact Resolution
<10s
Avg. Speed of Answer
Financial BPO services demand more than cost savings. They demand teams that know your rules, match your culture, and work your hours, three things most offshore providers consistently struggle with.
Cultural Alignment
Your agents understand how U.S. banking works, what customers expect, and the urgency they feel about their accounts. They handle sensitive financial conversations the way your internal team would.
Same Time Zone
Your team works your hours - real-time escalations, same-day resolutions, and no overnight delays on compliance-sensitive issues. No waiting until tomorrow for answers on time-sensitive account problems.
Accent-Neutral English
Your customers hear clear, professional English and Spanish with no confusing accents or language barriers between them and a domestic one.
1-Hour Flight
Your leadership team can be on-site in Monterrey with a half flight from Houston.
Visit the floor, run calibration in person, or bring them to your office. Try that with Manila.
CSAT Dropping, Customers Leaving
Your satisfaction scores are falling. Customers are moving to competitors with better support. Every bad interaction is a churn risk you can measure.
Attrition Killing Consistency
Your best agents leave. New hires take months to ramp on compliance and product knowledge. You're paying for the same training cycle over and over.
Productivity Off Target
Cases per hour are below benchmark. Handle times are climbing. Your team is stretched across voice and messaging and neither channel is performing.
Compliance Risk
Every customer interaction carries regulatory exposure. PCI, SOX, and state-level lending rules don't leave room for error. Your outsourcing partner needs to be built for compliance, not bolting it on after the fact.
Scaling Without Breaking
Growth is outpacing your hiring. Volume spikes overwhelm your current team. You need capacity that can scale without sacrificing quality or compliance.
Offshore Quality Gaps
Your offshore team's scripts sound translated. Cultural disconnects are eroding trust on sensitive financial conversations. Time zone gaps are turning same-day resolutions into two-day waits.
Your operation processes millions in daily transactions, manages portfolios of consumer lending products, or serves thousands of members across multiple branches. Our teams are built and run for that level of operational complexity.
Midsize Banks
Regional Credit Unions
Community Banks
Digital Payments Platforms
Non-Bank Fintech Lenders
Neo-Banks and Digital Banks
The Challenge A U.S.-based digital payments platform was experiencing performance and retention challenges during rapid growth. CSAT had fallen to 73–75%, well below target. Productivity (cases per hour) across voice and messaging was significantly off benchmark. Employee attrition exceeded 8%, creating instability, rising costs, and quality risk.
The Solution Amalga Group's team executed a focused CX turnaround program built on people, process, and performance discipline:
85%+
CSAT
< 5%
Attrition
6 Month
Turnaround Timeline
*Results vary by engagement. This case study reflects one client's experience.
Want results like this?
We’ll show you the playbook.
Not every financial services operation should outsource. Here’s when it makes sense and when it doesn’t.
Not sure? Talk to us. We’ll help you figure out the right model.
“We needed a partner who could move fast without cutting corners on compliance. Amalga delivered.”
“The improvement in CSAT and attrition happened faster than we expected. Their team operates like an extension of ours.”
“Amalga’s stability has translated directly into better client experiences and smoother day-to-day operations.”
Amalga Group provides financial services BPO including customer experience (CX) support, collections, back office operations, and inbound/outbound call center services. We serve midsize banks, regional credit unions, fintechs, and digital payments platforms with dedicated bilingual teams in Mexico.
Yes. PCI DSS compliant with documented policies and secure infrastructure. ISO 27001 certified. HIPAA compliant. SOC 2 Type II in progress.
Midsize banks, regional credit unions, community banks, digital payments platforms, and non-bank fintech lenders. Our clients range from regional banks and credit unions looking to scale customer support to high-growth fintechs that need to move fast without compliance gaps.
Our nearshore teams in Mexico share your time zone, speak accent-neutral English, and understand U.S. financial services norms. Overlapping business hours mean real-time collaboration and same-day escalation resolution. Monterrey is a 1-hour flight from Houston, not a 20-hour trip to the Philippines.
For financial services clients, we target CSAT (90%), FCR (85%), ASA (under 10 seconds), and attrition (0% productive attrition in the first 6 months). In one engagement, we moved CSAT from 73–75% to 85%+ and reduced attrition from above 8% to under 5% within 6 months.
CX teams typically ramp in 2-4 weeks for single-channel support like account inquiries and status updates. When you need compliance training, product-specific workflows, and multi-channel coverage, expect 3-6 weeks before agents are handling calls independently
Your agents use your tools. We train on your platforms - Salesforce Financial Services Cloud, Jack Henry, FIS, Fiserv, Genesys, Five9, NICE CXone, Zendesk, Q2, nCino, and others. No migration required.
We cover phone, chat, email, and messaging. Agents know how each channel works differently, and we track quality on every one so your customers get the same experience no matter how they reach you.
You’ve seen how we work. 90%+ CSAT, compliance built in, agents trained before day one. If that sounds like what’s missing, let’s talk.
No obligation. No hard sell. Just a conversation about what’s possible.
