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Banking and Financial Services

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Navigate the complexities of modern financial CX

Banks and financial institutions face mounting pressure to enhance the customer experience while upholding security and compliance. They must combat sophisticated fraud and cyber threats, adapt to shifting regulations such as CFPB and OSFI, and keep pace with rapid technological change. At the same time, customers expect seamless omnichannel experiences, hyper-personalization, and intelligent interactions powered by AI and enriched with human empathy.

For over 15 years, we’ve helped leading banks and financial services firms enhance their CX services, build stronger reputations, and grow market share. We combine our customer-first approach with AI-driven tools and deep business insight to build bespoke solutions that tackle your unique challenges and position you for long-term success.

BFSI-Results-Matter

Increase customer lifetime value

Advanced analytics to better understand customer needs as well as target new customers

Expand channels of engagement

Omnichannel engagement complemented by our wide-ranging experience for added flexibility

Improve agent performance

Agent empowerment through ongoing training coupled with real time dashboards, Gen AI-powered knowledgebase, guided-workflows, and real time service alerts

Elevate experience

Intelligent, data-driven, and personalized experiences

BFSI customer experience solutions

#ResultsMatter

Banking and financial services company

  • Over $1M in savings annually
  • 95-second improvement in AHT in three months
  • 92.5% to 96.4% increase in quality scores in nine months
  • 30-day reduction in agent time-to-proficiency in three months

Fortune 500 financial tech company

  • $20 million in sales revenue generated in one year
  • Team targets exceeded by an average of 200% across all campaigns

Banking company

  • 18% boost in customer experience score
  • 29% increase in quality score using speech analytics and a QA form redesign

Markets segments we cater to

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Consumer & retail banking

Analyze operational challenges and design customized solutions aligned with your business strategy.
  • Complaints resolution
  • Collections and financial assistance
  • Fraud and financial crimes management
  • Payment processing
  • Back-office support
  • Regulatory reviews
  • Past business evaluations

Consumer & personal credit

Deliver exceptional omnichannel experiences leveraging our expertise in digitization, AI, and automation.
  • Personalized customer engagement
  • Complaints management
  • Early arrears collection
  • Operating model and process optimization
  • Qualified, trained resources aligned with your organization’s culture

Mortgage servicing

Provide efficient services designed to reduce your administrative load in today’s dynamic market.
  • Lead generation
  • End-to-end customer support
  • Loan origination, underwriting, closing, loan servicing, and default management
  • Advisory and assurance services on governance and regulatory requirements
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Supporting the end-to-end customer journey

We manage the full customer experience from sales and customer acquisition to ongoing care and back-office support. Our services help businesses improve operating efficiencies, drive predictable revenue growth through stronger acquisition, and elevate customer experiences to build brand trust and advocacy.

Acquisition & onboarding

Our tailored acquisition strategies combine advanced technology with skilled sales professionals to help you achieve your sales targets. Coupled with intuitive onboarding support, we guide customers through application assistance, KYB/KYC verification, AML screening, risk assessments, account setup, and card activations.

Outcome: Ensures a smooth start to the customer journey, building trust, driving engagement, and setting the stage for long-term loyalty from the very first interaction.

Servicing

Exceptional customer care is at the core of our servicing approach. By blending AI-powered tools with expert agents across omnichannel platforms, we provide responsive, empathetic support that addresses account inquiries, billing and payments, disputes, account closures, and rewards redemptions.

Outcome: Resolves customer queries efficiently, enhances satisfaction, and builds lasting trust in your brand.

Financial crimes & compliance

Our specialists handle fraud reporting, provide scam guidance, manage suspicious activity reports, and deliver detailed transaction information with speed and empathy.

Outcome: Helps meet strict regulatory requirements, resolve issues quickly, and maintain customer trust even in high-risk situations.

Chargebacks & disputes

Managing chargebacks and disputes efficiently is key to protecting customer relationships. Our teams resolve friendly fraud cases with care, conduct thorough investigations, and compile the necessary evidence and documentation to support timely resolutions.

Outcome: Minimize financial losses, ensure compliance, and deliver a fair, transparent experience that strengthens customer trust and loyalty.

Card reload services

Our card reload services ensure funds are processed quickly and securely, giving customers confidence and convenience with every transaction.

Outcome: Minimize errors, reduce friction, and strengthen customer trust in your payment services by combining robust systems with proactive communication.

Collections

By leveraging propensity-to-pay modeling and advanced dialer management, we help B2B and B2C clients optimize both inbound and outbound collections. Using targeted, omnichannel outreach, we ensure timely engagement that maximizes recovery while maintaining a positive customer experience.

Outcome: Reduce friction, improve engagement, and strengthen customer trust across all interactions with data-driven insights and empathetic communication.

How we do it

Workforce Readiness

Market leading seasonal ramp-up capabilities and a database of 20,000+ highly skilled financial services professionals. Bespoke referencing and vetting ensure top-tier resource quality.

Customer Focus

Advanced analytics across multiple platforms to understand customer needs and propensity to convert.

Elevated Experiences

Combining analytics, intelligence and workflow tools to curate the desired experiences, including identifying bottlenecks and pre-empting service disruption.

Agent Enhancement

AI-driven, next-gen platforms for agent training, equipping agents with real-time support in the form of conversation-driven assistants, guided workflows and AI-based dashboards.

Deep Insight

A market-leading advisory practice comprising experts across all financial services sectors, who have successfully led global firms through periods of change.

Security and Compliance

Top of peer group security ranking with certifications including HITRUST, PCI-DSS, SOC I, SOC II, and GLBA.

Why partner with ResultsCX

As a trusted partner, we tap into our deep experience, advanced AI tools, and process excellence capabilities to deliver tangible outcomes.
  • Tech-enabled hyper-personalization: Leading-edge technology solutions, including Gen AI, analytics and intelligent automation, to drive hyper-personalized experiences.
  • Process & governance excellence: Process and governance aligned with regulatory requirements for improved operational efficiency and compliance.
  • Omnichannel customer experience: Seamless, data-driven CX across channels and geographies.
  • Agent empowerment: AI-enabled hiring and training to accelerate speed-to-proficiency and rapid scalability during seasonal ramps.
  • Proprietary digital assets: AI-driven SupportPredict Suite and Knowledge as a Service (KaaS) complemented by strategic partnerships with industry-leading AI and RPA platform providers.
  • Security & compliance: Top-2 BitSight ranking since 2021 and certified in PCI-DSS, SOC 1 & II, GLBA, and FFIEC.
  • Global footprint: Flexible engagement models with operations across US, Philippines, LATAM, and EMEA.

Compliance certifications

ResultsCX meets or exceeds all industry regulatory and security best-practice standards.

Awards & recognition

We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX

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