Banking & Wealth Management
A partner you can bank on.
Accelerate value for your clients with a customer experience that sets your brand apart.
*ACT is PCI, ISO 27001, GDPR, GLBA, SOC 1, and SOC 2 compliant.
The challenge.
The financial industry revolves around confidential information and interactions with your customers. They need to be assured that their information is being handled according to rigorous privacy standards, and that their needs are fulfilled promptly, thoroughly and accurately.
Sourcing the Right Talent
With how complex and highly regulated the financial services industry is, finding and retaining agents with the appropriate expertise and qualification to serve your customers is not easy. ACT actively sources experienced agents who undergo rigorous assessments and training to meet our customers’ program requirements. We have an industry leading retention rate.
Managing High Call Volume
Financial Services customers want support immediately, 24x7x365. Your business must be able to provide customers with reliable service and constant care to differentiate yourself from others. ACT has agents across all time zones, onshore and nearshore, with multilingual capabilities supporting 8+ major languages.
Helping Challenging Customers
When it comes to claims and disputes, customers are frequently frustrated and alarmed. They need a financial services provider who can capture and process claims swiftly to maintain their confidence and loyalty. ACT agents are screened for empathy and problem-solving skills, and trained to go above and beyond to resolve your customers’ issues.
The ACT advantage.
In this industry, trust and expertise are vital for your brand and customers. At ACT, we go beyond the call by handling the entire fraud lifecycle and helping you resolve challenging customer interactions around claims & disputes.
Expert Agents
We thoroughly train our agents to have deep experience and expertise in the specifics of your company and market, so they can speak confidently and professionally without sounding scripted.
Driven & Committed
Our leadership is measured by the effectiveness of our agents in delivering your objectives. We are scorecard and performance KPI driven, ensuring we meet your project requirements, and deliver outstanding customer satisfaction.
Absolute Transparency
We provide full transparency and visibility to all our partners into all performance analytics, and real-time data right down to every single call.
Service offerings.
We provide a complete portfolio of solutions for the banking and wealth management industry.
Customer Care
Our experienced agents will ensure they deliver the right solution and solve any problems with urgency and empathy.
Fraud Detection & Prevention
Our experienced agents will help identify and stop any suspicious or fraudulent activities to protect your customer's interest.
Claims
We will perform investigations, identify the root cause(s) and ensure any claims are settled quickly and completely.
Omnichannel Communications
We enable your customers to engage with your brand in whatever channel they prefer; be it SMS, email, chat, social, or voice.
Student Loans
We help student lenders differentiate their services with industry-leading customer care.
Mortgage Lending
Our agents are trained and experienced in serving a variety of needs across the mortgage lending lifecycle, in accordance with regulatory requirements and client specifications.
Payment Services
We will assist your customers with any account-related matters such as card activation, balance/transactional, and billing/statement inquiries professionally.
Unemployment Benefits
Any unemployment claims and processes are executed quickly and accurately, in accordance with regulatory requirements.
Banking
From loan servicing to payment services up to mortgage lending. Our agents are trained to handle it all.
Help Desk
Leverage our agents' expertise to resolve your customers' IT-related issues professionally.
Success stories
from financial service
industry leaders.
ACT has been part of our growth from day one. From the beginning, they put great effort into helping us succeed – and in my 25 years of customer operations, I’ve never seen anything like it. ACT is an extension of our business, which goes far beyond white labeling, and instead adapted and assimilated our culture at the contact center agent level. That’s very difficult to replicate.
Eric Chas
Head of Customer Operations, College Ave Student LoansReady to go beyond?
We’re ready to go above and beyond for your banking and wealth management needs.
Get in Touch