mortgage lenders and servicers in the US
Every bank. Every operation. Delivered.
We power banking operations across 540,000+ client payments and 2B+ back-office transactions annually, underwriting and owning outcomes.
12 of Top 20
7 of Top 10
credit card issuers in the US
3 of Top 6
retail banks in the UK
NelsonHall
Leader — GenAI & Process Automation in Banking, NEAT 2025
HFS Research
Horizon 3 Market Leader — Best Service Providers for Mortgage Reinvention
Everest Group
Star Performer & Major Contender — Financial Crime and Compliance (FCC) Operations, PEAK Matrix®
Everest Group
Leader & Star Performer — Banking Operations Services, PEAK Matrix® Assessment
ISG
Leader — Generative AI Services, ISG Provider Lens®
WHY THIS MATTERS
Banking faces three compounding pressures now
Fraud losses are rising, consumer credit stress is deepening, and regulatory obligations are compounding, leaving COOs and CFOs to manage multiple operational priorities at once.
PROVEN OUTCOMES
Despite the pressure, results hold
Real proof from live engagements with banks and across their product offerings.
55%
faster response
We dropped average speed of answer for fraud reporting for a top UK bank. A new omni-channel fraud operations model was deployed across voice, in-app chat, and email.
29%
reduced TCO
We reduced total cost of ownership across retail payment services operations for a US-based retail bank. Write-offs are down 32%.
130%
higher collections
Through digital-first deployment for a top UK bank, we improved debt recovery effectiveness. Digital solution sustained above manual and incumbent benchmarks.
75%
digital engagement rate
A UK-based bank saw higher engagement rates with multichannel digital outreach. 91% of customers engaged within the first 24 hours of outreach.
Solutions for Banks
Everything behind better banking
The deep domain solutions are built around the operational challenges banks face today, and the level of customer service they expect.
Core banking
We run account servicing, payments, working capital, and economic-crime operations for retail and commercial banks — with AI-native tooling that delivers savings before a core platform replacement does.
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Cards and payments
We manage full-lifecycle card operations for your bank — acquisition, disputes, chargebacks, and digital collections — with fraud controls and scheme compliance built into every step.
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Consumer lending
We support origination and servicing across your retail lending book, from application through collections, with multichannel self-serve that lifts resolution and lowers cost to serve.
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Commercial lending
We run KYC, AML, credit analysis, invoice discounting, and working-capital operations for your commercial bank — driving faster onboarding, cleaner compliance, and accurate payments.
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CLIENT SPOTLIGHT
How we cut fraud response times by 55% for a UK bank
A leading UK bank needed to reduce fraud response times and improve customer satisfaction across fraud reporting and payment disputes. As digital reporting volumes grew, it needed a more scalable operating model without compromising speed or security.
Firstsource implemented a digitally enabled fraud servicing model that improved responsiveness, strengthened operational efficiency, and enhanced the customer experience across fraud and dispute journeys. Specialist expertise and streamlined processes helped accelerate resolution while maintaining rigorous security and compliance standards.
Firstsource implemented a digitally enabled fraud servicing model that improved responsiveness, strengthened operational efficiency, and enhanced the customer experience across fraud and dispute journeys. Specialist expertise and streamlined processes helped accelerate resolution while maintaining rigorous security and compliance standards.
55%
reduction in average speed of answer
PROVEN capabilities
The operating layer beneath every outcome
Turn operational pain points into committed outcomes
Most advisory work ends at a slide. Ours ends at a number you can hold us to. We redesign the operating model, assess where the bank is genuinely ready for AI versus where it only looks ready, and benchmark you against the digital-native players actually setting the cost curve.
The discovery phase produces a costed business case with savings targets agreed before anyone signs, and the recommendation comes attached to accountability for delivering it. Right-shore design, compliance platform selection, and integration sequencing all carry TRID, FCA, FinCEN, and Consumer Duty obligations as design constraints, not footnotes.
The discovery phase produces a costed business case with savings targets agreed before anyone signs, and the recommendation comes attached to accountability for delivering it. Right-shore design, compliance platform selection, and integration sequencing all carry TRID, FCA, FinCEN, and Consumer Duty obligations as design constraints, not footnotes.
Every interaction measured, managed, and improved
We go beyond sampling across retail and commercial service, complaints, and digital channels. GenAI reads every interaction, scores it, and surfaces the patterns a 2% sample would never catch.
Agents get coached in real time, and sentiment analysis surfaces the next-best-action while the customer is still on the line. Consumer Duty and CFPB obligations shape the workflow from the first contact. Dispute resolution, bereavement, and regulatory escalation sit inside the core scope.
Agents get coached in real time, and sentiment analysis surfaces the next-best-action while the customer is still on the line. Consumer Duty and CFPB obligations shape the workflow from the first contact. Dispute resolution, bereavement, and regulatory escalation sit inside the core scope.
Back-office throughput without the manual cost
Every bank carries a layer of manual processing that adds cost without adding value to customers or the regulator. That layer is what we remove. Documents, reconciliations, quality audits, and regulatory filings move through our AI-powered processing engine, which holds high accuracy and productivity.
It runs across deposits, cards, payments, commercial lending, and core banking, so the throughput scales without the headcount, and the cost-to-serve falls without the control environment weakening.
It runs across deposits, cards, payments, commercial lending, and core banking, so the throughput scales without the headcount, and the cost-to-serve falls without the control environment weakening.
AI-native solutions that run, not just demonstrate
The gap in banking AI is rarely the model. It is the distance between a demo and something a regulator will let you run in production. We close that distance. The agentic operations run behind live banking workloads. TRID, RESPA, FCA, and AML rules are encoded directly into the workflows so compliance travels with the workflow rather than sitting beside it.
Collections that protect the customer and your P&L
Recovery and reputation usually trade off against each other. We are built so they do not have to. A $4.8B annual book across 41M customers is segmented into behavioral and risk cohorts, so the contact strategy fits the borrower's actual situation rather than a blunt arrears stage.
Agentic AI lifts liquidation and routes borrowers to self-serve payment, across cards, personal lending, commercial lending, and mortgage, from early arrears to legal collections. Every channel stays CFPB and FCA compliant, and borrowers are less likely to complain than they are under voice-led recovery.
Agentic AI lifts liquidation and routes borrowers to self-serve payment, across cards, personal lending, commercial lending, and mortgage, from early arrears to legal collections. Every channel stays CFPB and FCA compliant, and borrowers are less likely to complain than they are under voice-led recovery.
Training data for LLM agents that must pass audits, not just benchmarks
The model is only as trustworthy as the data behind it, and in banking that data has to survive an examiner, not just a benchmark. We build the FinCrime, credit, mortgage, and compliance training data that banking AI depends on, authored by credentialed financial experts rather than anonymous crowd workers, and built against the framework each model will be tested under, from CFPB Regulation B to EU AI Act Annex III.
Bias audit trails and data lineage are generated per model version, so the documentation exists before anyone asks for it.
Bias audit trails and data lineage are generated per model version, so the documentation exists before anyone asks for it.
PROOF OF DELIVERY
Proof, not promises
Measured outcomes from real banking engagements.
55%
fraud response improvement
Average speed of answer dropped for a UK bank. 98% quality average sustained. Email response time met consistently.
130%
collections improvement
Collections effectiveness improved 130% through digital-first deployment for a UK bank. 91% of customers engaged within 24 hours.
29%
TCO reduction
Total cost of ownership reduced by 29% across retail payment services for a US retail bank. First chargeback recovery up 32%.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Contact US
Scaled banking operations need an outcomes partner
Roadmap built around where your fraud and cost exposure runs deepest.
- Diagnosed by operators running fraud, collections, and compliance for Tier-1 banks, not outside advisors.
- Built around your fraud typology and collections model, not a generic bank maturity framework.
- Commercial terms tied to the outcome committed, not the headcount deployed.