Technologies
Banking & Finance
Banking & Finance
Handling operations and delivering on customer expectations
Banking customer service and financial BPO services for regulated institutions that demand security, scalability, and customer-centric operations.
Customer service outsourcing solutions
At Axendi, we deliver customer support outsourcing tailored to the unique demands of the banking and finance sector. We combine regulatory precision, secure infrastructure, and multilingual contact center expertise to support every customer-facing and operational layer of your business. Whether you're a retail bank, fintech, or insurance provider, our CX teams are trained to handle sensitive interactions with accuracy, empathy, and speed. From omnichannel customer service to compliance-aligned automation, we help you scale operations, enhance customer trust, and maintain full control over service quality.
Customer service for banking & finance
Inbound customer service
Handling incoming queries related to accounts, cards, loans, and online banking, ensuring secure, accurate, and customer-focused support across all channels.
Outbound support
Proactively engaging customers through welcome calls, payment reminders, satisfaction surveys, and upselling of financial products, always in line with the local regulations and your brand’s tone of voice.
Complaint management
Managing the entire complaint resolution process, including intake, case tracking, escalation, and closure, ensuring ocal compliance and guidelines while maintaining customer trust.
Chat & messaging support
Providing real-time assistance via live chat and secure messaging channels, helping customers with account queries, transactions, and general banking support across web and mobile platforms.
Technical & app support
Assisting customers with mobile and online banking issues, including login problems, app navigation, security settings, and two-factor authentication setup or recovery.
Survey and research
Conducting comprehensive CATI interviews and satisfaction surveys, including NPS and CSAT, to gather reliable customer insights and support continuous service improvement and regulatory compliance.
Customer onboarding
Guiding new customers through the onboarding journey, supporting identity verification, document submission, and account setup to ensure a smooth and compliant start.
Customer retention support
Engaging with customers considering account closures or service cancellation, addressing concerns, offering alternatives, and reinforcing loyalty through proactive, empathetic conversations.
BPO services
Our BPO services for banking and finance are built to meet the highest standards of accuracy, efficiency, and regulatory compliance. At Axendi we support core operational processes such as AML and KYC, document verification, payment handling, and reporting with the same care and precision expected from in-house teams. Whether you're navigating strict data protection requirements, scaling operations during audits, or streamlining routine tasks, our back-office specialists ensure consistent performance, secure handling of sensitive data, and full alignment with industry regulations.
BPO solutions
KYC verification
Conducting thorough identity checks, document validation, and data entry to ensure fast, accurate, and compliant onboarding of new customers in line with financial regulations.
AML monitoring & reporting
Reviewing transactions, identifying suspicious activity, and supporting the preparation of compliance reports to help financial institutions meet anti-money laundering obligations with accuracy and consistency.
Transaction processing
Managing domestic and international payments, direct debits, and transaction reconciliations to ensure smooth, timely, and secure financial operations across all customer touchpoints.
Data management
Maintaining and updating customer records, processing sensitive documents, and ensuring data accuracy and security in full alignment with GDPR and internal compliance standards.
Loan processing
Supporting the end-to-end handling of applications, from data entry and eligibility checks to document verification and status updates, ensuring accuracy, speed, and compliance throughout the process.
Document processing
Digitizing, validating, and organizing customer and compliance documents to streamline workflows, reduce manual errors, and support secure access across regulated operations.
Reconciliation services
Matching financial records, identifying discrepancies, and ensuring transaction accuracy across systems to support reporting integrity and reduce financial risk.
Document verification
Reviewing and validating customer-submitted documents for accuracy, completeness, and authenticity to support compliant onboarding, risk assessment, and operational processes.
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Resources you can count on
With years of experience, strategically located delivery centers, and a strong operational infrastructure, Axendi has the resources to deliver CX solutions with speed, flexibility, and consistency.
16
years of experience
6
operational centers in 4 cities
~1700
agents
15
spoken languages
28
technologies and systems available for integration
2M
AI-driven interactions handled annually
Our in-house and fully customized technological solutions
Voicebots
Using conversational AI tailored for banks to automate routine interactions, provide instant responses, guide customers through processes, and deliver a seamless, human-like experience across voice channels.
AI agents
Enhancing banking operations through intelligent AI agents that streamline customer onboarding, assist employees with quick access to knowledge bases, automate data entry, and ensure consistent support across internal workflows.
Analytical tools
Providing real-time insights into customer behavior, operational performance, and service quality to help banks make data-driven decisions, optimize processes, and ensure compliance across all touchpoints.
Implementation & integration
Ensuring smooth implementation and integration of CX solutions with existing systems, workflows, and business objectives.
What are the main benefits of outsourcing customer service?
Enhanced operational efficiency
- Outsourcing optimizes workflows and ensures fast and effective handling of customer inquiries, from routine transactions to complex financial services.
Scalability to manage seasonal or dynamic changes
- Outsourcing enables rapid scaling of resources to manage seasonal traffic spikes, such as during tax season, promotional campaigns, or regulatory changes, ensuring uninterrupted service and customer satisfaction.
Access to multilingual support
- Partnering with an outsourcing provider ensures customer interactions are handled in multiple languages, catering to diverse customer bases and enhancing accessibility.
24/7 availability and continuity
- Outsourced customer service teams provide round-the-clock support, ensuring business continuity and uninterrupted service for customers, even during emergencies or peak demand periods.
Support for sales and lead generation
- Outsourcing includes lead generation services, such as identifying potential customers for financial products, boosting the effectiveness of sales efforts while allowing your internal teams to focus on closing deals.
Can an outsourced contact center handle sensitive customer data securely?
Yes, outsourcing providers implement advanced security protocols, including encryption, secure communication channels, and restricted access – all according to local regulations. Additionally, agents are trained to follow strict confidentiality guidelines.
How do outsourced contact centers use technology to enhance customer service?
They leverage tools such as AI-driven voicebots and chatbots for faster response times, CRM integration for personalized interactions, and advanced analytics for customer behavior insights, helping improve service quality and efficiency, among others.
How can outsourcing improve customer satisfaction in the banking sector?
By providing 24/7 support, reducing wait times, offering multilingual services, and delivering accurate assistance, outsourcing partners enhance the overall customer experience, boosting satisfaction and loyalty
How is performance measured in an outsourced contact center?
Every project has specific objectives which determine certain Key Performance Indicators (KPIs). However, the common KPis used to monitor and optimize service quality are:
- First Call Resolution (FCR)
- Average Handle Time (AHT)
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT).
Is outsourcing cost-effective for banking operations?
Yes, outsourcing helps reduce overhead costs, including expenses related to infrastructure, training, and recruitment, while offering access to skilled agents and advanced technology. Western European and American companies outsourcing contact center services to providers in Poland can achieve both high-quality customer service and significant cost savings, thanks to the region’s competitive labor costs.
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Looking for a customized solution or RFP proposal?
Our expert will contact you within 24 hours to discuss your needs.