Your customers expect bank-grade care. Our nearshore agents are trained on PCI-DSS protocols, bilingual for US Hispanic markets, and available 24/7 for the global schedules fintech runs on — at 30–50% less than in-house.
Fintech companies face a support burden unlike any other vertical: compliance constraints, fraud urgency, and users who treat their money apps with zero tolerance for mistakes.
PCI-DSS, SOC 2, and GLBA requirements mean you can't just hire fast — you need agents trained on data handling, verification protocols, and call recording policies. Most BPOs aren't built for this.
A flagged transaction at 2am is a customer watching their account get drained. If your support line goes to voicemail, you lose the customer — and potentially face a chargeback dispute they'll win.
Over 60 million Spanish-speaking Americans use financial products. If your support team is English-only, you're failing a segment that has historically been underbanked and now chooses fintechs specifically for inclusion.
If your card is used in London and your support closes at 6pm EST, your customer is stranded. Global fintech requires follow-the-sun coverage — and the internal cost of three shifts is prohibitive.
Balance disputes, statement questions, KYC document requests, and account unlock flows are high-volume, process-driven, and consume expensive engineering or compliance team time when not properly delegated.
A fully loaded US financial services support agent runs $60,000–$80,000/year with compliance training overhead. You need 10 of them — but your volume doesn't justify 10 until you've already lost customers.
We don't hand you generic agents and hope for the best. We build a dedicated pod trained on your product's compliance posture, verification flows, and brand voice.
Our agents operate under data handling protocols designed for card-present and card-not-present environments. We don't log what we shouldn't, we verify who we should, and we escalate what we can't touch.
Fraud alerts need immediate human judgment, not a ticket queue. We staff dedicated fraud-alert paths with agents trained to verify, freeze, and escalate — in real time.
Our Rosarito-based team is natively bilingual — not translated, not accent-reduced. Spanish-speaking customers get the same quality of care as English-speaking ones, in their preferred language.
Global products require global support. We staff full overnight and weekend coverage so your customers in every time zone get answers — not an autoresponder.
Anonymized aggregates across our fintech and financial services client base. Updated quarterly.
Mix and match by volume and regulatory requirements. All channels operate under the same compliance protocols.
Bilingual EN/ES. Priority queuing for fraud alerts. Under 2-minute answer time on critical paths.
<90s first response. Integrated with Intercom, Zendesk, and custom fintech support tooling.
<4hr first response on standard inquiries. Same-day SLA on fraud and dispute intake tickets.
In-app secure message support for platforms with authenticated messaging flows. Compliant handling.
We were burning through engineering hours on KYC document requests and account unlock tickets. Moving those to Blackstar freed up two engineers and our CSAT actually went up — turns out our users wanted a human, not a Jira ticket.
Calculate your cost savings and explore the research behind compliant nearshore outsourcing for financial services companies.
Estimate your annual savings vs. in-house US support. Takes 90 seconds — enter seat count, volume, and channels.
The real cost of in-house vs. nearshore vs. offshore — hidden fees, ROI benchmarks, and a 10-agent model comparison.
Compliance, data security, time zones, cost — a complete comparison guide for regulated industries deciding between models.
Real anonymized results: 52% cost reduction for a Series B FinTech KYC deployment, plus two more case studies across e-commerce and SaaS.
Fintech is one of our six primary verticals. See how we approach the others.
HIPAA-trained bilingual agents for patient intake, claims support, and 24/7 coverage.
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Peak-season scaling, returns handling, WISMO deflection, and multi-channel support for online retail.
Tier 1/Tier 2 support, onboarding, and churn prevention for software companies.
Flex-scale support for fast-growing direct-to-consumer brands — subscription management, social care, peak-season coverage.
Tell us your current ticket volume, channels, and compliance requirements. We'll model headcount, SLAs, and cost — no obligation.
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