Call Center & IT Services for Finance
PCI-DSS Aware, GDPR-Compliant Customer Support & Managed IT for Banks, Fintech & Insurance
Banks, fintech, insurance and lending companies trust HELION for multilingual customer support, KYC verification, collections, fraud prevention helpdesk and managed IT.
- PCI-DSS aware
- GDPR compliant
- KYC & AML support
- Fraud-trained agents
Running live queues for
How We Serve Financial Services
Capabilities tailored for banks, fintech, insurance and lending.
Customer Support & Helpdesk
L1 customer support for banking, payments, cards, loans and insurance policies — multilingual and 24/7.
PCI-DSS Aware Operations
Cardholder data handled per PCI-DSS principles: tokenization, restricted access, audit trails, secure call recording.
KYC & AML Document Review
Identity verification, document review, AML screening support and onboarding back-office for fintech and lending.
Collections & Recovery
Empathetic, compliant collections and dunning calls in multiple languages with full call recording and QA.
Fraud & Dispute Handling
First-line fraud reporting, card dispute intake, chargeback workflows and escalation to your fraud team.
Financial KPIs & Reporting
Real-time CSAT, FCR, dispute resolution time, KYC turnaround, collection rates with monthly QBRs.
AI, in three places
Three capabilities, on every service we run
We did not rename the business around AI. These three sit underneath the contact centre, the BPO desk and the IT helpdesk alike.
AI voice agents
Answer the queue end to end in Romanian: identify the caller, resolve from the knowledge base, open the ticket, dispatch a technician, or transfer with context.
AI assist for human agents
Live coaching on the call. It listens, finds the relevant article and shows the next step — what to say, what to ask, and the source it came from.
AI quality & analytics
Automatic call sampling, transcription and scoring against your own scorecard, so QA reviews a representative set rather than whatever is easiest to find.
Financial Services Onboarding
Risk-first onboarding aligned with your compliance and audit requirements.
- 01
Risk & Compliance Audit
Map regulatory scope (PCI-DSS, GDPR, AML, local financial authority), data flows and risk controls.
- 02
Secure Environment Setup
Tokenization, restricted-access workstations, PCI-aligned call recording, signed DPAs and audit logging.
- 03
Specialized Training
Agents trained on financial products, fraud signals, compliance scripts, complaint handling and dispute workflows.
- 04
Pilot, Audit & Scale
Pilot with internal compliance audit, calibration, then scale to full volume with quarterly compliance reviews.
Finance FAQ
Financial Services Outsourcing — Common Questions
What banks, fintech and insurance leaders ask before outsourcing.
We operate PCI-DSS aware processes: tokenization, restricted-access workstations, secure call recording (with PAN masking on demand), audit logs and signed DPAs. We support SAQ-B/C/D scopes per client requirements.
Yes. We handle identity verification (document review, liveness check follow-up), AML screening support, PEP/sanctions list review (with your tooling), enhanced due diligence document gathering and onboarding back-office for fintech and lending.
Yes. Our collections agents are trained on local consumer protection law (e.g., FDCPA principles, EU consumer credit directive), use approved scripts, record all calls, and follow strict QA. We handle early-stage and mid-stage collections.
Encryption at rest and in transit, role-based access with MFA, segregated environments per client, EU data residency, full audit logs, signed DPAs and ISO-aligned information security controls.
Yes. Native or C1 agents in English, Romanian, Spanish, French, German and Italian — ideal for European banks, neobanks and pan-European fintech.
Yes. First-line fraud reporting, card block requests, dispute intake (Visa/Mastercard chargeback codes), document collection and structured handover to your fraud and dispute teams.
Yes. First Notice of Loss (FNOL) intake, claim status updates, document collection, customer follow-up and appointment scheduling with adjusters — multilingual and 24/7.
Salesforce Financial Services Cloud, Microsoft Dynamics, custom core banking systems, Genesys, Five9, Twilio, Zendesk, plus integration with KYC providers (Onfido, Jumio, Veriff) and AML tools.
Go deeper
Pages for the thing you actually need
Each one covers a single service or a single sector, with the questions procurement asks about it.
AI-answered. Human-guaranteed.
Looking for a Finance-Ready Call Center Partner?
Get a PCI-DSS/GDPR-aligned proposal within one business day. Tell us your products, volumes and compliance scope.