Case Study: FinTech

Client is a rapidly-growing Fintech leader focused on making money management more approachable and empowering people to take greater control of their finances. They offer easy-to-understand borrowing, credit management and investing options via their state-of-the-art mobile app that currently supports 2+ million users.

The Challenge:

  • Immediately provide compliant, best-in-class servicing to help manage exponential growth on client platform
  • Assume management of all customer communication including:
  • Customer Service
  • Collections
  • Application Follow-up
  • Refinancing
  • Sales
  • Consolidate smaller business lines into a single servicing platform
  • 4-weeks post launch: Add sales and service support for the launch of their new mobile app

Our Process:

  • Hire and train dedicated staff to effectively and simultaneously launch all 5 support areas (Customer Service, Collections, Application Follow-up, Refinancing & Sales)
  • Implement Artificial Intelligence driven platform to evaluate delinquencies, optimize payments and assess borrower emotional response
  • Establish one-call resolution protocol via system enhancements and agent coaching
  • Redesign IVR to maximize workflow management
  • Ensure quick start & immediate improvements to allow Client to refocus internal staff on core responsibilities

Results:

  • Immediate 23% improvement in call quality
  • 100% increase in borrower demand via optimizations
  • 5 week onboarding process
  • 34% increase in service level rating since launch