CX Outsourcing for financial services
Dedicated offshore customer support teams for Australian financial services firms — AU-timezone, compliance-aware, your brand voice.
What they do
Every role is finance-specific, compliance-trained, and AU-timezone.
Inbound enquiries
Answer product, account, and application enquiries across phone, email, and chat — in AU hours.
Application status updates
Keep clients informed at every stage of their application or claim — proactive, on-brand communication.
Complaint management
Log, acknowledge, and triage complaints under IDR requirements — escalate to your AU team where required.
Onboarding support
Guide new clients through account opening, document submission, and product setup.
Post-settlement / post-approval support
Settlement confirmation, account activation support, and follow-up for loans, policies, and finance products.
Escalation management
Manage escalation pathways to your AU team — clear handover notes, documented contact history.
What to look for
Financial services product knowledge
Screened for product familiarity — loans, insurance, fintech platforms — not generic call centre experience.
IDR & AFCA awareness
Trained on internal dispute resolution requirements and AFCA escalation procedures.
AU communication tone
Screened and coached for AU business communication style — professional, direct, and empathetic.
Multi-channel competency
Experienced with CRM, ticketing (Zendesk, Freshdesk), and communication platforms used in AU financial services.
Get finance customer support staff — AU-timezone, compliance-aware
Book a free 30-minute consultation. We'll scope the right roles, costs, and timeline for your firm.