Core
Customer Experience
Account servicing is where trust is won or lost.
- Balance, statement and account questions
- Card and payment support
- Dispute intake and status updates
- Complaint handling within your policy
Industries · Business Experience
Financial Services.
Fast service that stays inside the rules.
Banks, credit unions, fintechs and insurers need operations that are fast for customers and careful with every rule. We redesign how account servicing, onboarding and back-office work gets done, then run it with a dedicated team from Amman, with every interaction reviewed against your policies.
Functions that matter most
The challenge
Common operational problems in financial services
Adding people doesn't fix these on its own. Each one needs a change in how the work is designed, and a team that knows your business.
- 1
Every conversation carries regulatory weight
Disclosures, identity checks and complaint handling have to be right on every call.
How we handle it: Every interaction is reviewed against your rules, and issues are coached before they repeat.
- 2
Customers expect app-speed service
Account holders measure you against the fastest app on their phone.
How we handle it: AI prepares the context and the answer, so agents resolve more on the first contact.
- 3
Back-office work piles up quietly
Onboarding files, document checks and disputes sit in queues no one sees until they are late.
How we handle it: NAS-AI shows what is waiting, where, and for how long.
- 4
Sensitive data at every step
Account numbers, identity documents and financial histories move through every process.
How we handle it: Role-based access means each person sees only what their role needs.
Where we fit
Where each BX function fits in the financial services lifecycle
- Customer Experience
- Revenue as a Service
- Back Office
- 1
Apply
Applications and onboarding files
Back office - 2
Verify
Identity and document checks
Back office - 3
Service
Everyday account questions
CX - 4
Resolve
Disputes, complaints and exceptions
CX - 5
Collect
Early-stage payment reminders
Revenue - 6
Grow
Cross-sell to existing customers
Revenue
Where the work sits across these stages
- Customer Experience: 2 of 6 stages
- Revenue as a Service: 2 of 6 stages
- Back Office: 2 of 6 stages
This is a typical lifecycle. Your Operations Analyst maps your actual process before anything changes.
How BX applies
Business Experience functions for financial services teams
We look at your systems, workflows and customer lifecycle, fix what slows them down, then run the function with a dedicated team. These are the functions financial services clients usually start with.
Core
Back Office
Onboarding, verification and disputes run on documents and rules.
- Onboarding and identity document checks
- Loan and application processing support
- Dispute and chargeback case work
- Data entry and reconciliation
Often added
Revenue as a Service
Growth and payment follow-up need care as much as persistence.
Onboarding follow-up for incomplete applications · Product offers to existing customers · Early-stage payment reminders
What we run for financial services teams
A starting list. Your Operations Analyst scopes the exact work with you during the assessment.
- Account Servicing
- Customer Onboarding
- Identity Document Review
- Loan Processing Support
- Payment Support
- Dispute Resolution
- Payment Follow-Up
- Fraud Alert Follow-Up
- Back-Office Administration
- Complaint Handling
Engagement model 01Co-sourcingKeep leadership of the function. A dedicated Insaan team works alongside yours, in your tools and to your playbooks.Learn about co-sourcing Engagement model 02Full outsourcingHand us the whole function. We fix the systems and workflows, then run it and answer for the results.Learn about full outsourcing
Hybrid Intelligence
How AI and people split financial services work
Every function we run pairs AI with trained people. The two lists below show which financial services tasks go to each.
AI handles
- Pulls account history and the likely reason for contact before the agent answers
- Prompts required disclosures at the right moment
- Reads onboarding documents and flags missing or mismatched fields
- Reviews every interaction against your compliance rules
People handle
- Explains products and decisions in plain language
- Handles hardship, complaints and vulnerable customers with care
- Makes judgment calls on exceptions within your policy
- Signs off anything that moves money or changes an account
Data-driven QA
Quality review against your rules
A missed disclosure or an unverified caller is a compliance risk as well as a coaching point. Every interaction is checked against the rules your compliance team sets, so problems surface early and get fixed before they turn into a pattern.
What QA checks in financial services
- 1Identity verified before account changes
- 2Required disclosures
- 3Complaints recognized and routed
- 4Clear, fair explanations
- 5Data handling and privacy
Your compliance team defines the rules. We configure training, scripts and QA to them; we don't replace your own legal or compliance advice.
NAS-AI · QA review
Card dispute call
- Caller verified before details sharedPass
- Dispute disclosure givenPass
- Timeline explained clearlyPass
- Complaint language not logged as a complaintFlag
Passed checks
Logged to the record
Flagged items
Sent to the team lead for coaching
Example view. Your checks are set with your team.
Who runs it
Who runs your financial services operation
From our flagship hub in Amman: university-educated, English-fluent professionals selected to North American standards.
- 1
Day one
Your Operations Analyst
Learns how your financial services operation really runs, maps the lifecycle and designs where AI helps and where people lead.
- 2
Go-live
Your Function Manager
Takes over day-to-day leadership of your dedicated team and is accountable for the results you agree with us.
- 3
Every day
Your dedicated team
Trained on your products, policies and customers, working only on your account, and visible to you in NAS-AI.
FAQ
Questions about financial services outsourcing
Can you work within our compliance requirements?
Yes. Your compliance team sets the rules, and we build training, scripts and QA around them. Every interaction is reviewed against those rules, and you see the results in NAS-AI. We are happy to walk your compliance and security teams through how the operation runs.
Do your agents make decisions on accounts?
Only within the authority you give them. Anything that moves money or changes an account follows your approval rules, and a person always signs off.
Can one team handle both customer-facing and back-office work?
Yes. Many clients start with one function and add the other. Because both run on the same data in NAS-AI, hand-offs between the front line and the back office are cleaner.
Is our team shared with other clients?
No. Your team is dedicated to your business and is never shared across accounts.
How do we see how the operation is performing?
Through NAS-AI, our operational intelligence platform. You see live performance, quality scores, compliance flags and coaching activity, the same view we manage to. Your Function Manager also reviews performance with you regularly.
Should we start with co-sourcing or full outsourcing?
It depends on how much of the function you want to keep running yourself. Co-sourcing adds a dedicated team alongside yours; full outsourcing hands us the whole function. Many clients start with co-sourcing and move to full outsourcing later.
Let's look at your financial services operation.
Tell us which function you want to fix or scale. We'll show you what we would change, where AI and people fit, and who would run it.