mortgage lenders and servicers in the US
The society of 2030.
Built today.
We power mortgage and savings transformation for UK building societies without disrupting the operations that matter to members.
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
Three forces reshaping building society economics
Product transfer surge, Consumer Duty obligations, and intensifying AML scrutiny are landing simultaneously on operations built for a different era — forcing COOs and CFOs to act at the same time on three separate fronts.
PROVEN OUTCOMES
Real outcomes from live building society operations
Every number below is from a confirmed Firstsource building society engagement — not a projection or modelled estimate.
55%
TCO savings
One of the UK's biggest building societies saw a commitment of 55% total cost savings across banking and lending, economic crime prevention, and chat.
30%
TAT improvement
A prominent UK building society saw an improvement in operational turnaround time delivered through process redesign and AI-native tooling.
62%
fraud losses reduced
We delivered a reduction in APP fraud losses for a major building society with proactive real-time screening and AI-augmented investigation workflows.
99.3%
fraud resolved
We delivered payment dispute resolutions in less than a week, sustained across high-volume economic crime operations for a major UK building society.
DEEP DOMAIN SOLUTIONS
Building the future, one capability at a time
Every capability is aligned to the operational, regulatory, and member demands defining the next generation of building societies.
Mortgage operations
We manage mortgage processing and servicing end-to-end at elevated product transfer volumes. Consumer Duty evidence MI is generated at every stage and delivered in board-ready format.
Explore mortgage services
Economic crime prevention
We run AI-native economic crime prevention covering application vetting, fraud investigation, mule account management, scam intervention, and refund processing.
Prevent economic crimes
AML and sanctions screening
We screen relationships across sanctions, PEP, SIP, and RCA lists, draft and QA SARs for NCA submission, and maintain adaptive monitoring against evolving threats.
Prevent fraud
Digital member service
We run omni-channel member services across savings, mortgages, credit cards, and loans, with AI-powered agent guidance and QA reviewing every interaction.
Transform customer experience
Savings operations
We run ISA and bond administration at building society scale — with full PRA and FCA auditability and bereavement support built into every member interaction.
Explore other core banking services
Product transfer processing
We run high-volume product transfer operations built for the 2024-2026 rate environment, and handle mid-office processing at scale without disrupting experience at renewal.
Consumer Duty reporting
We produce audit-grade Consumer Duty evidence across every product and member interaction, built into your building society's operations, with board-level MI and FCA-ready reporting as standard.
CLIENT SPOTLIGHT
How we built a first-time outsourcer's operating model
A major building society partnered with us to optimize total cost of ownership and create a more sustainable, future-ready service model. The engagement spanned banking and savings, economic crime prevention, and customer service operations, requiring transformation across processes, technology, and ways of working. As a first-time outsourcer, the society needed a partner that could deliver cultural alignment alongside operational improvement.
Firstsource helped redesign the operating model to improve efficiency, strengthen service quality, and enhance the member experience. Advanced analytics, AI-enabled capabilities, and robust governance frameworks supported continuous improvement, while specialist service models ensured sensitive customer interactions were handled with the appropriate care and expertise.
Firstsource helped redesign the operating model to improve efficiency, strengthen service quality, and enhance the member experience. Advanced analytics, AI-enabled capabilities, and robust governance frameworks supported continuous improvement, while specialist service models ensured sensitive customer interactions were handled with the appropriate care and expertise.
55%
cost savings committed
PROVEN OUTCOMES
Building the future. Delivering results today.
Three building society engagements. Three measurable outcomes. A proven approach to transformation.
55%
TCO savings
over 3 years across banking and savings, economic crime prevention, and chat operations, while improving turnaround times by 30%.
62%
APP fraud reduction
through proactive real-time payment screening and AI-augmented investigations that identified and stopped fraudulent transactions before funds were lost.
99.3%
fraud resolution
consistently sustaining performance across high-volume economic crime operations while maintaining speed, accuracy, and customer confidence.
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
The pressure is structural. The response starts now.
A building society transformation roadmap in 4 weeks, delivered by the team running your operations.
- Built by operators running mortgage, savings, and economic crime for the world's largest building society — not strategy advisors.
- Designed for building societies, not adapted from a bank framework.
- TCO reduction committed before the engagement starts — not after.