Fin Tech. Specialists in the Financial Technology Sector

[shammis606]

Target: People interested in receiving a quick loan

Contacts to update: Customer service, Customer acquisition, Collection, Back office

Execution time: 2 years

Project Description
For more than two years we have been collaborating with student database leading client companies in the financial technology sector, also known as FinTech.

Our service consists of Customer Service for those users who call us to check the status of their online loan applications, issuing collection calls and attracting new clients interested in obtaining quick loans.

More than 50 agents receive and make phone calls from our Contact Center platforms, using an advanced call system, CRM, payment program, email management system and chat.

Our team is in contact with more than 100,000 people interested in receiving quick loans and the monthly volumes managed are more than 60,000 calls made, 40,000 calls received, 25,000 emails managed and 10,000 chats.

The data stored and safeguarded by our system and CRM are of vital importance and, depending on the volume managed, constitute what is known as big data.

How our back office agents work for financial product management
They issue calls to perform the following functions:

Attracting new customers
Reactivation of clients or former clients
Collection Management
Communication of the granting of loans and request for pending information such as documentation, bank details, etc.
Satisfaction surveys and prospecting for new financial products
Cross selling
They receive calls regarding the Customer Service task related to :

Assistance in the online loan application process
Information on loans, interest, payment terms, etc.
General Information
Claims, incidents and complaints
Technical support (regarding browser, mobile, desktop, etc.).
Additionally, we also carry out the following Back Office tasks:

Email and chat management
Management with the payment system
Verification of documentation (cards, bank accounts, ID, etc.)
Ticket tracking
Loans are managed from small amounts to larger amounts with different maturities, credit cards, credit policies and other financial products.

Management is carried out with the greatest flexibility and skill when dealing with quick loans, which implies very dynamic management and a high resolution capacity when dealing with the management of financial products.

The Training department is crucial to keep the team up to date on the different products, changes in the market and the latest online tools.
The result is a 90% SLA in Customer Service, with an average call time of less than 2.5 minutes and a waiting time of less than 25 seconds. All emails and chats received daily are managed and the recovery rate for outstanding loans is greater than 30%.

In this way, over the years, our Contact Center has become a true specialist in the Financial Technology sector and more and more companies in the sector trust us to outsource Customer Service.