BFSI CALL CENTER SERVICES

BFSI CALL CENTER SERVICES

EMPOWERING BFSI INSTITUTIONS WITH SECURE, SCALABLE CUSTOMER EXPERIENCE SOLUTIONS

 

Comprehensive CX & Operations Support for Banking, Financial Services & Insurance

Fusion CX provides comprehensive BFSI call center services, delivering end-to-end customer experience, contact center, and back-office solutions tailored for banks, lenders, insurers, and fintechs. We empower financial organizations to navigate high-volume interactions and complex workflows while upholding the highest standards of regulatory compliance.

With decades of experience supporting regulated financial environments, Fusion CX combines domain expertise, AI-driven technology, and scalable delivery models to support the full BFSI lifecycle—from customer acquisition and onboarding to servicing, collections, and retention.

banking & financial call center support

BFSI BPO: AI-Driven Solutions for Superior Customer Experience Support and High CSAT/NPS

Our BFSI BPO Services are specifically designed for customer support in banking, finance, and insurance, integrating exclusive proprietary solutions like MindVoice and MindSpeech to significantly enhance support quality and provide a truly immersive customer experience. For our call center for banking and finance operations, we also strategically deploy popular AI tools such as Arya. This equips representatives with real-time, actionable recommendations and next-best-action guidance, consistently improving resolution rates and boosting the overall CX index.

Furthermore, we provide the robust service monitoring and tracking tool AI QMS to rigorously optimize service delivery efficiency, drive high CSAT (Customer Satisfaction) scores, and maximize NPS (Net Promoter Scores) across all service lines.

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OUR BFSI SERVICES PORTFOLIO

Fusion CX’s BFSI offerings are structured across specialized service categories, each designed to support distinct financial products and customer journeys.

CONSUMER LENDING

MORTGAGE SERVICING

CREDIT CARD SERVICING

INSURANCE BPO SERVICES

COMMERCIAL LENDING BPO

Consumer lending

CONSUMER LENDING

As a trusted provider of consumer lending BPO services, we deliver a specialized mix of domain expertise, advanced analytics, and empathetic engagement to streamline your loan lifecycle. Our high-performance consumer lending call center operations are designed to enhance borrower experiences while ensuring strict regulatory compliance, making us the strategic partner you need to scale your lending operations efficiently.

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Mortgage servicing

MORTGAGE SERVICING

We help mortgage providers redefine the borrower experience by combining human empathy with advanced technology. Through our high-performance mortgage Servicing call center operations, we deliver seamless, omnichannel mortgage customer support that handles everything from escrow analysis to loss mitigation, ensuring your business stays agile in an evolving market.

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Credit card servicing

CREDIT CARD SERVICING

Transform every interaction into a growth opportunity with our comprehensive credit card BPO services. We go beyond traditional support to provide high-performance credit card call center services that use predictive analytics and human empathy to reduce churn and enhance cardholder trust, helping your retail banking brand stay competitive in a digital-first market.

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Insurance bpo services

INSURANCE BPO SERVICES

Build lasting policyholder trust with our end-to-end insurance BPO services, designed to navigate the shifting regulatory landscape of the financial industry. By leveraging our specialized call center services for BFSI, you gain access to a global talent pool and real-time analytics that reduce operational friction and drive higher retention, making us the strategic engine for your digital transformation.

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Commercial lending

COMMERCIAL LENDING BPO SOLUTIONS

Transform your lending operations with our end-to-end Commercial lending BPO solutions designed for the modern financial landscape. By leveraging our expert call center for mortgage services, you gain a strategic advantage through AI-driven workflows and multilingual support, allowing you to reduce operational overhead while maintaining the high standards of compliance your commercial borrowers expect.

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CUSTOMER EXPERIENCE & CONTACT CENTER SERVICES

Omnichannel Customer Support

Deliver seamless customer service across voice, chat, email, SMS, and digital channels for banking, lending, insurance, and financial platforms.

Customer Onboarding & Account Support

Support account setup, KYC verification, documentation, and onboarding journeys with accuracy and compliance.

Multilingual & Global Support

Serve diverse customer bases with multilingual support across regions, ensuring accessibility and improved customer satisfaction.

Customer Experience Analytics & QA

Leverage analytics, reporting, and quality monitoring to improve service consistency, compliance, and CX performance.

CONSUMER LENDING SOLUTIONS

Fusion CX supports the full consumer lending lifecycle with specialized services tailored to individual lending products. Our solutions are designed to improve borrower experience, accelerate processing, and ensure regulatory compliance across high-volume lending operations.

Explore Consumer Lending Solutions:

We offer dedicated customer support models tailored to each lending product, spanning origination, servicing, and borrower engagement

Personal Loans

Deliver seamless customer service across voice, chat, email, SMS, and digital channels for banking, lending, insurance, and financial platforms.

Auto Loans

End-to-end customer support across auto financing, payments, and account servicing.

Payday Loans

High-volume borrower support with compliance-driven servicing and repayment assistance.

Mortgage Solutions

Borrower engagement and operational support across origination and loan servicing.

Mortgage Refinancing

Dedicated support for refinance inquiries, documentation, and status tracking.

Credit Cards

Customer service and operations support for card issuance, servicing, and disputes.

Consumer lending solutions

Loan Origination & Application Support

Assist customers through loan applications, documentation, eligibility checks, and status updates.

Loan Servicing & Customer Support

Handle inquiries related to EMIs, payment schedules, interest calculations, statements, and account changes.

Mortgage & Credit Product Support

Provide dedicated support for mortgage solutions, refinancing, and credit card servicing with compliance-driven processes.

COMMERCIAL & SPECIALTY LENDING

Fusion CX delivers structured support for complex commercial and specialty lending products, helping lenders manage borrower interactions, documentation, and servicing with accuracy and scale.

Explore Commercial & Specialty Lending Solutions

Designed to support complex borrower journeys, documentation-heavy workflows, and high-touch servicing requirements

Commercial Loan Support

Support commercial lending workflows including borrower communication, documentation follow-ups, and servicing inquiries.

Merchant Cash Advance (MCA) Support

Provide customer service and operational support for MCA providers, including funding queries, repayment tracking, and merchant communications.

INSURANCE SOLUTIONS

Fusion CX supports insurers across the policyholder lifecycle with customer experience and operational services designed for responsiveness, accuracy, and compliance.

Explore Insurance Solutions:

(End-to-end policyholder and claims support across major insurance product lines.)

Property & Casualty Insurance

Customer service and claims support for property, liability, and casualty insurance products.

Life Insurance

Policyholder support across onboarding, servicing, claims, and beneficiary assistance.

Auto Insurance

End-to-end customer and claims support for personal and commercial auto insurance policies.

Insurance solutions

Policyholder Support & Servicing

Handle policy inquiries, endorsements, renewals, and customer service for insurance providers.

Claims Support Services

Assist with FNOL, claims status updates, documentation follow-ups, and customer communications.

Insurance CX & Retention

Improve policyholder satisfaction and retention through proactive engagement and responsive service.

REMITTANCE & PAYMENT SUPPORT SOLUTIONS

Fusion CX helps financial institutions and payment providers deliver reliable, customer-centric remittance and transaction support.

Explore Remittance Solutions:

(Reliable customer support for domestic and cross-border payment and transfer workflows.)

Remittance Customer Support

Support customers with remittance transactions, transfer tracking, dispute handling, and beneficiary management.

Payments & Transaction Assistance

Handle payment inquiries, failed transactions, chargebacks, and resolution workflows.

COLLECTIONS CENTER OF EXCELLENCE (CoE)

Fusion CX’s Collections CoE provides compliant, customer-sensitive recovery solutions designed to reduce delinquency while preserving customer relationships across regulated and high-volume environments.

Collections Service Areas

First-Party Collections

Customer-centric, brand-safe collections delivered directly on behalf of lenders and service providers.

Payments & Transaction Assistance

Handle payment inquiries, failed transactions, chargebacks, and resolution workflows.

Debt Resolution Services

Negotiation-driven approaches focused on repayment plans and amicable resolution.

Digital Collections Solutions

Omnichannel, analytics-led collections using digital outreach and self-service tools.

Collections Solutions by Industry

Auto Loan Collections

Specialized recovery support for secured auto lending portfolios.

Credit Unions & Banks

Compliance-ready collections aligned to banking regulations and member experience.

E-Commerce

High-volume transaction recovery and dispute-led collections support.

Fintech & BNPL Lenders

Agile, tech-enabled collections for digital-first lending models.

Healthcare RCM

Patient-friendly collections supporting revenue cycle operations.

Healthcare Providers

Sensitive, compliant recovery for provider billing and balances.

Telecom

Subscription and usage-based collections with retention-focused outreach.

Utilities & Energy

Billing recovery support for regulated utility and energy providers.

AI SOLUTIONS FOR BFSI CUSTOMER EXPERIENCE & OPERATIONS

AI QMS

Ensure regulatory compliance and service accuracy through automated quality audits, scoring, and reporting.

Conversational AI

Deploy AI-powered voice and chat bots for balance inquiries, payment status, loan information, and insurance support.

Agent Assist & Real-Time Support

Enable agents with real-time guidance for complex BFSI interactions, improving accuracy and resolution times.

Marketing & Acquisition AI

Support customer acquisition and engagement through data-driven outreach and lead qualification strategies.

THE FUSION CX-FACTOR

12500+ Skilled Agents

PCI-DSS
Certified

28+
Language
Support

Global, Nearshore &
Offshore Delivery

Ensured Business
Continuity

WHY CHOOSE FUSION CX FOR BFSI SUPPORT?

End-to-End BFSI Coverage

Fusion CX supports the complete BFSI lifecycle—from acquisition and onboarding to servicing, collections, and retention.

Compliance-First Delivery

Our operations are built for regulated environments, ensuring adherence to financial, data security, and regional compliance requirements.

AI-Enabled, Human-Led CX

We combine AI-driven automation with trained BFSI specialists to improve efficiency without compromising trust or customer experience.

Proven BFSI Expertise

With extensive experience across banking, lending, insurance, fintech, and payments, Fusion CX understands the complexity of BFSI operations.

Scalable & Multilingual Support

Our global delivery model enables BFSI organizations to scale quickly while serving diverse customer populations.

WHY CHOOSE FUSION CX FOR BFSI SUPPORT

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