Banking, Financial Services, and Fintech

Get a higher return on your CX investment

Curb the costs of acquiring, serving, and retaining customers

Be proactive and anticipate needs
Boost business continuity
Improve perception of value

Speak to an expert

Ensure coordinated interactions

Unify the CX within and across lines of business

Business and Retail Banking

Mortgages and Loans

Cards and Payments

Fintech and Open Banking

Wealth Management

CSAT can decrease by about 20% with every additional interaction.
Your customers see one brand and may need help with multiple products at the same time.

Augment as needed

Fuel your upward trajectory without necessarily adding headcount

At HGS, outsourcing is a spectrum. It’s tailored to meet the needs of the moment.

Consulting to transform, optimize, and grow
Technical experts on demand
CX pilots and digital transformation support

Process optimization (including with AI)
Contact center and back-office BPO
Short-term, seasonal, or crisis staffing

Improve contact center ROI

Contain your costs to serve

Combining modern, digital delivery with an empathetic, human touch is our specialty. Engage a team with Bots&Brains™.

Customer self-service

Virtual agents and chatbots

RPA and intelligent automation

Translation technology

Onshore, offshore, and work-at-home

Call deflection

Speak to an expert

Optimize with customers in mind

Never disappoint due to technology constraints

Banking and financial systems are often a patchwork of legacy and modern, on-prem and cloud, and back- and front-end.

Add to your customer-first IT ecosystem

HGS assists with any and all of the layers that affect the CX and CSAT — from cloud strategy and contact center telephony, to chatbots and CRM, to the dashboards and analytics that enable you to manage it all.

Make the most of the CX technology you have

Untapped features could hold the key to delighting customers. HGS can help — with automation, agent-assist, bots, and more. We design, build, integrate, implement, enhance, and support a digital CX.

Become a coveted credit card provider

HGS provides a wide range of digital CX and BPO services for one of the highest ranking credit card issuers in US customer satisfaction – and we’ve been doing it since 2001.

Read the credit card case study

Engage, educate, and notify more

Improve customers’ perceptions of value

-8 pointsBanks and fintechs have similar CXs and CSATs. In banking, CSAT is flat or trending downward by 4-8 points, especially in under-40s.

Differentiate with technology

Provide integrated self-help
Increase first-call resolution rates
Incorporate agent-assist tools and productivity dashboards

8%Proactive personalization increases CSAT in retail and business banking. But only 8% of banks apply predictive insights to campaigns.

Personalize with analytics

Tailor with customer sentiment data
Equip agents to extend targeted offers
Be proactive with speech and text analytics

82%CSAT leads to loyalty if customers perceive high value – 82% may stay, 86% may increase wallet share, and 97% may promote your brand.

Engage to add value

Use knowledgebases to educate
Provide process transparency
Deliver well-timed notifications
Offer accessible, multilingual service

Choose a partner that grows with you

A mobile payments startup turned to HGS in a high growth phase. HGS applied its experience in billing, tech support, sales, and customer care to propel this trailblazer – with agent friendliness.

Read the fintech case study

Outsource with peace of mind

Prioritize customer data protection

Just as trust is a cornerstone of BFS, the same is true for BPO. At HGS, we take the same precautions as your team. We have stringent policies governing personnel, networks, and operations.

Separate physical and logical infrastructure
Scanning for risks and threats
Timely upgrades and patch management
Internal, client, and external auditing (e.g., SOC 2)
Threat-risk assessments

We comply with legislation and industry standards such as the Gramm-Leach-Bliley Act (GLBA), Sarbanes-Oxley Act (SOX), PCI-DSS v3.2, as well as ISO 27701:2015 and 9001:2008.

Access control, proximity cards, CCTV, guards
Paper-free, shredding, no-device, restricted internet
Dedicated teams, NDAs, and background checks
DRP, BCP, and incident management and response
Vulnerability-penetration testing

Refresh processes for a better CX

Turn your back office into a differentiator

Up to 75 to 80% of transactional operations can be automated. Re-imagine your back office as an asset. Unbiased, programmatic, AI and analytics-enhanced decisions can increase speed, accuracy, and CSAT while reducing risk.

Transaction and invoice processing
Document preparation and verification
Account review and maintenance
Check processing / lock-box
Investigations, validation, and resolution
Loans and mortgage operations
Compliance and risk early warning

Consult with our CX specialists

Using HGS as a CX facilitator can build consensus. One bank turned to HGS when it became clear that certain leaders saw customer service as strictly a branch concern. They needed to kickstart a CX transformation, so we delivered workshops and a digital CX roadmap.

Read the BFS consulting case study

Benefit from our experience