Banking & Financial Services
Design a modern banking experience that surpasses customer expectations.
Traditional banks, Neobanks, FinTech companies… Financial services have forever changed.
Customers today want the simplicity and convenience of managing and investing their money anytime, anywhere. They want easy access to financial products, as well as personalized guidance.
This has put the pressure on financial service providers to deliver a cohesive end-to-end customer journey that includes 24/7 support and customized omnichannel experiences.
But there is waning loyalty and a slowing of new customer acquisition, which shows there is still a gap between what customers expect and what financial service companies can deliver.
Get ahead of the curve with CX services that meet customer demand for effortless, accessible banking.
How we help
The way we buy, pay, and borrow has been altered by new technologies and digital platforms. Customers now expect personalized experiences and on-demand services, even with legacy financial service providers.
To stay competitive in a changing market means finding the balance between delivering experiences that are convenient, individualized, and secure, while adhering to stringent regulatory requirements. This is where we can help.
Personalized End-to-End CX Journeys
Customers don’t want to feel like a number. Almost 60% say they want personalized investment advice and product recommendations tailored to them.
We can source and train agents to conduct personal financial reviews and loan assessments, and to provide customers with answers to their complex financial questions. Couple this with an end-to-end experience that allows customers to connect on multiple channels, at the times they prefer, and you have a customer journey that’s personalized, but also fast and convenient.
Digital Transformation in Banking Services
Digital channels are such a key component of the modern banking experience, they’re becoming a service differentiator.
We can help you reimagine the customer experience from a digital standpoint, while ensuring that the banking experience remains personalized and humanized, regardless of the channel. This could involve introducing new digital acquisition channels into your workflows, while offering live chat and email support to assist customers when they need it.
Always Ready to Innovate
Technology allows banks to increase customer loyalty and engagement levels over time by tailoring their offerings based on individual preferences or requirements, creating an enjoyable experience.
By leveraging data insights along with direct customer feedback, we can help you introduce new products, services, and back-end systems that enhance efficiency and customer satisfaction. While developing new cost saving solutions that reduce manual effort and frees staff to focus on activities that require human interaction and judgement, like mortgage applications.
Fraud Prevention & Data Security
Fintech solutions are changing the way traditional processes are handled for both legacy banks and modern financial institutions. More digital banking means more attention paid to data security.
Our SOCII & PCI Accreditations attest to our commitment to complying with industry data security standards and regulations, and to the success of itel’s cyber security technology in detecting and managing threats.
Accounts Receivables Management… Collections with Empathy
Unfortunately, sometimes customers fall behind and we have proven experience managing 1st and 3rd party collections across the entire customer journey, including sub-prime and underbanked customers.
We know how to get those relationships back on track, and even increase loyalty, by listening with empathy and by using advanced negotiating skills to resolve difficult debt recovery situations, all while adhering to professional standards and compliance requirements.
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