INDUSTRIES - FINANCE

Financial Services, Banking & Collections

Financial Services

Meet your customers’ demands with personalized support to improve trust, satisfaction, and retention.

At Support Services Group, we understand that personalization is key when it comes to financial services and banking. Our specially trained and experienced financial services specialists help our finance and banking clients provide their customers with personalized financial advice and tailored recommendations based on individual needs.

We equip our team with the necessary soft skills, training, and industry knowledge to answer in-depth customer questions on financial transactions to build trust and improve retention.

Some of Our Clients in This Vertical

A Tech-Forward, Financial Services Company

SSG started working with this US-based digital-first banking platform in 2020.

The client offers installment loans, buy now pay later (BNPL) private label, and co-brand credit cards.

How we are earning trust with this client:

The client launches each new line of business with a champion/challenger format. Sometimes it’s a challenge with another partner, but most of the time, it is competing against their own internal team. And every time they give SSG a shot at winning more business, we come out on top.

Services Provided:

Collections:

We handle from early to late stages of delinquency with a team of 175+ out of Jamaica. The client is committed to maintaining a trusting relationship with its user community. Collections efforts are based on continual engagement rather than traditional methods. SSG has exceeded goals for collection value, promise to contact, and phone payments.

Customer Service:

We have a team of 75 FTEs in Manila and 50 bilingual agents in Mexico handling inquiries, requests, feedback, and complaints related to all services provided by the client. The SSG team is consistently meeting SLAs and receiving positive feedback/commendations from financial customers.

Fraud Prevention:

Our team of 52 takes inbound calls from customers who are concerned about potential fraud. We take incident reports, process card holds, activate new accounts, and help customers dispute potentially fraudulent charges.

International Bank

Our client is one of the largest banks in the Philippines. We started our partnership with them in 2008 with just three FTEs in their collections segment.

Through consistent performance and excellent service delivery, we eventually expanded in the collections segment, as well as in their other lines of businesses such as service fulfillment, sales, and customer service, resulting in a total of 400 FTE strong for this client alone.

Services Provided:

Collections for credit cards:

From early stages of delinquency to the recovery levels. In these segments, we also offer programs to aid cardholders in settling their outstanding balances.

Service fulfillment for cards

Once a new credit customer has been acquired, we also do the credit investigation and checking to ensure that all documents are valid and that all the standards to qualify applicants for a new card have been met.

Sales:

Acquisition, portfolio action, insurance.

Customer Service for cards:

Answering all types of inquiries related to credit cards from balances, available credit limit, promos, etc.

SSG’s Awards from banking client:

• Support Services Group – Top in Portfolio Actions Contribution

• Support Services Group – Top in Insurance Contribution

• Support Services Group – Top in Portfolio Actions Plan Achievement

Testimonial from bank:

“Our partnership with SSG is based on loyalty and commitment to be the best in class. The team continues to be one of the most dependable team in collections. It’s not always the result that truly matters, but the hard work they show monthly that makes them a valuable part of our team.”
— Customer Service Head

What This Client Says About Us:

“Our partnership with SSG is based on loyalty and commitment to be the best in class. The team continues to be one of the most dependable team in collections. It’s not always the result that truly matters, but the hard work they show monthly that makes them a valuable part of our team.”

Why Choose Us?

"ON IT" Culture

We put our clients first and do what we say we are going to do!

Guardians at the Gate

SSG takes an Agnostic Approach to technology. We help our partners choose wisely when it comes to AI solutions.

We Perform, Perform, Perform!

SSG leads the way in Voice Engagement because we invest heavily in Digital Agent Enablement.

SSG partners with leading banks and fintech clients. From traditional banks and credit unions, to fintech and Crypto Brands, SSG has the expertise to service your customers.