mortgage lenders and servicers in the US
Financial institutions live with false choices
It's not compliance or customer delight. It's not fraud or onboarding friction. Firstsource refuses false trade-offs on your behalf.
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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
The forces reshaping banking right now
Every banking leader is managing three pressures simultaneously, with no signs of easing.
Rising compliance cost
$61B
is the annual cost of financial crime compliance in the US and Canada. 99% of institutions report higher costs year-over-year, with no operational reset in sight.
LexisNexis Risk Solutions, February 2024
Declining customer trust
13%
of retail bank customers plan to switch institutions in the next 12 months. Trust has declined for 2 consecutive years, and the switching threshold keeps falling.
J.D. Power US Retail Banking Satisfaction Study, 2024
AI investment without return
95%
of enterprise AI initiatives in banking fail to generate measurable return on investment. Most programs stall between pilot and production for the same avoidable reasons.
Glia 2026 Banking AI Benchmarks Report
Realized outcomes
Numbers from banking engagements that ran
These are realized outcomes from live programs, not projections from decks.
£2.8M
cost savings delivered
We delivered direct cost savings across client acquisition and compliance redesign for a leading payments FinTech.
83%
time saved
We reduced customer onboarding time for a FinTech provider through target operating model redesign and compliance automation.
62%
reduced losses
We achieved a QoQ reduction in fraud losses through specialist operations redesign and a probing methodology for a banking client.
Our solutions
How we serve banking and financial services
We run six practices, all built to convert advice into outcomes for banking operations.
CX redesign
We map every banking touchpoint where customers churn and redesign the moments that build trust, grow deposits, and increase lifetime value.
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Redesign the workflows
We redesign origination, servicing, and financial crime workflows to reduce unit costs without increasing headcount or compliance risk.
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Operating model design
We define AI-native operating models that optimize how regulated banks run across people, technology, and global delivery.
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Client story
A banking back office transformed
A large UK high-street bank partnered with Firstsource to transform its invoice finance back office, delivering £20M in savings over 10 years, automating upwards of 60 processes, and achieving 99.8% accuracy.
£20M
savings over 10 years
How we deliver value
Transform, implement, operate—one continuous motion
Banking-specific diagnostic through steady-state operations, with no handoff gaps.
Redesign banking operations for an AI-native world
Map every touchpoint across servicing, financial crime, and lending, benchmark against peers, and surface where dissatisfaction and cost compound in banking operations.
Discover banking-specific diagnostic
- Operational diagnostic across contact center, back office, financial crime, and lending workflows
- Customer journey and pain-point mapping
- AI readiness assessment across people, process, systems, data governance, and regulatory compliance
Build what the banking transformation requires
Design the future-state banking operation across people, process, and technology with a business case finance and risk can defend.
Define requirements and business case
- Prioritized initiative roadmap with sequencing logic, dependency mapping, and regulatory sequencing
- Business case with return on investment model
- Success metrics tied to outcomes your board and regulator care about
Design architecture and experience
- Service design across customer and colleague journeys for banking contact centers and back office
- Future-state operating model
- Phased implementation plan
Run the banking operation we designed together
Sustain cost, compliance, and risk improvements long after the engagement officially closes.
Deploy lead, land, and run
- Change and adoption management.
- Benefits tracking measured against the business case.
- Transition to steady-state banking operations.
Client story
30% faster process execution. 20% improvement in workforce productivity.
A Global 500 bank in South East Asia worked with Firstsource on its back-office operations, delivering 30% faster process execution and a 20% improvement in workforce productivity.
30%
faster process execution
TESTIMONIAL
Firstsource CX strategy deliverable was super comprehensive and thorough, one of the best I have seen.
What Firstsource Consulting provides is a team of experts who can be real partners with us in driving innovation.
Firstsource's consulting deliverable is at par, if not better, than any Big 4 consulting company deliverable.
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
Start with discovery
- Rapid discovery: AI maturity mapped across your operations.
- Expedited benchmarking: Your position versus vertical peers.
- Roadmap: Where Kairos creates the most value, first.