BANKING AND FINANCIAL SERVICES

Scaling consistent risk management & service

We’ve spent +40 years supporting clients in the financial services sector – including retail and commercial banks, wealth management firms and credit unions – with our expert CX outsourcing services, exceptional customer service associates and industry-leading contact center technology.

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Beyond CX outsourcing, we’re a compliance powerhouse in the financial services industry  

The banking and financial services sector in the United States is heavily regulated by laws that govern everything from anti-money laundering (AML) and customer identification (KYC) to lending practices, credit reporting and data privacy. We help manage this complexity so you can achieve your objectives of regulatory compliance, operational efficiency, risk mitigation and high customer satisfaction.  
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Our formula for success is rooted in three key pillars 

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Proven risk
management 

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Integrated
CX technology 

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Extensive
domain expertise

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Proven risk management 

Identify, analyze and monitor your risk exposure with a team of compliance experts 

From the very first day, our independent and globally-distributed compliance teams dedicate themselves to ensuring your operations adhere strictly to both domestic and international laws, regulations and compliant scripts.  

Leaning on their wealth of knowledge and experience, our teams collaborate closely with your organization to pinpoint potential risk areas and devise effective strategies for sustained compliance.  

Win customer trust & loyalty with robust data security practices and procedures 

We understand the importance of data security in earning and maintaining customer trust. Our rigorous approach includes: 

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Mandatory, recurring security training for every associate 

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Regular and random phishing email tests to ensure awareness and compliance with security protocols

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Comprehensive annual reviews conducted by impartial third-party assessors

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The use of cloud-based contact center solutions fortified with the latest security measures

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Integrated CX technology 

We embed compliance directly into our CX technology and digital solutions – including our most advanced AI-powered Real-Time Agent Assist desktop tool. Taking this proactive approach ensures the delivery of exceptional customer service while rigorously adhering to laws like the Bank Secrecy Act (BSA), the Patriot Act and the Dodd-Frank Act, among others. 

Double down on risk and compliance with our innovative digital CX tools  

Reduce risk exposure with 100% regulatory compliance monitoring 
Our customer care agents are aided by interaction analytics that identify potential compliance concerns in real-time. This ensures associates adhere to regulatory guidelines and immediately correct their course if they deviate from the script. 
Adhere to local & global laws and standards with conversational AI 
Our conversational AI tools are programmed to comply with all relevant regulations and emulate human conversation to assist customer care agents stick to scripts and maintain regulatory compliance during all customer interactions.
Deliver real-time agent guidance with intelligent automation 
Utilizing advanced AI and interaction analytics, our Real-Time Agent Assist solution scrutinizes customer and agent conversations and empowers agents with compliant real-time suggestions and suitable next steps to help agents effectively respond to customer needs in the moment. 
Ensure ongoing agent proficiency with compliance-focused learning & development 
Our tailored training programs equip agents with the latest information on compliance changes and risk management strategies. By prioritizing continuous learning, we empower our agents to enhance their skill set and reinforce their commitment to customer service. 
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Extensive domain expertise 

Ensure effective risk management by leveraging our deep industry knowledge 

With our comprehensive understanding of the financial services industry and an unwavering dedication to your brand promise, we ensure operational excellence, offering superior service and support to your customers across all channels. 

Our proven methods in recruitment, training and performance management ensure our agents live and breathe your brand to drive consistency at scale. With regular compliance training, our agents stay updated on industry standards, ensuring your brand's reputation stays intact. 

Our impressive Net Promoter Score (NPS) of 36 among our financial services’ customers speaks volumes about our effectiveness and commitment to delivering outstanding results. 

Operating across 45 countries, we are the trusted partner for +60 financial brands. With a dedicated team of 19,800 associates exclusively focused on your industry, we are committed to delivering exceptional services. 

We cater to diverse sectors within the financial industry with our comprehensive range of customer experience management offerings. 

Card services 

  • Account inquiries and maintenance 
  • Card replacement services 
  • Exceptional customer service 
  • New account creation 
  • Risk & fraud management 
  • Payment processing 
  • Technical support 

Retail banking services 

  • Account inquiries and maintenance 
  • Delivering superior customer service 
  • Online support 
  • Fraud management  
  • New account acquisition 
  • Resolve fees, inquiries, disputes and escalations 

Lending & financing services 

  • Account inquiries and maintenance 
  • Back-office support 
  • Outstanding customer service 
  • Early-stage collections 
  • Payment processing  
  • Underwriting assistance 

Payments & fintech services 

  • Collections management 
  • Superior customer service 
  • Fraud management services 
  • Technical support 
  • Verification and compliance 
  • Mobile banking support 
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"As the customer service industry continues its rapid evolution–from digital innovation to digital disruption–personalization, privacy and security are of critical importance for brands around the world. Foundever is well-aligned with current industry trends and continues to invest in innovative and fully compliant, end-to-end security practices throughout its global operations.”

Michael DeSalles

Principal Analyst, Frost & Sullivan

We are proud to be the partner of choice for the world’s most trusted financial brands. 

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