mortgage lenders and servicers in the US
Banking operations, re-architected for AI
We turn the AI across your banking operations into compounding 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 IT Matters NOW
Everyone has AI. Few have it running the operation.
Across banks, card issuers, mortgage lenders, and fintechs, AI adoption is nearly universal and investment continues to grow. Yet most initiatives never move beyond the pilot stage.
The Production GAP
95%
of GenAI in financial services is still in pilots, not production
Adoption is near-universal; production isn't. Investment is surging, yet only a handful of the largest banks report realised ROI. The unmet mandate is crossing from pilot to scaled, governed production.
GenAI Divide, MIT Study
The ROI line
78%
of banks investing in AI saw positive ROI within 18 months
The ROI is real for those who scale it. 70% of commercial banks now run AI in at least one core function. The dividing line isn’t whether AI works; it’s whether you can operationalise it across the value chain.
Banking Prediction Report 2026
The window
$143.6B
projected AI-in-banking market by 2030, >30% CAGR
Spend is compounding and agentic AI is moving into core operations. The operating model designed now is the one that scales as the market accelerates.
AI in banking, Grand view research
We don't bolt AI onto the bank. We re-architect it for AI from front to back and run it, so intelligence operates across the business.
Proof in production
Real outcomes, inside real institutions
Operations run to the number across mortgage, lending, cards, fraud and onboarding, for banks, building societies, card issuers, and fintechs.
Mortgage default servicing | Top-5 NA bank
Servicing scaled. Costs down. Quality maintained.
A North American bank transformed its mortgage default servicing operation over five years, scaling from $1.5M to 4M loans serviced.
98% throughout the scale-up—outcomes underwritten.
$110M
cost savings
4M
loans serviced
98%
quality held
Financial crime | Leading building society
Fraud and financial crime, transformed
Firstsource transformed end-to-end financial-crime compliance, AML/KYC, transaction monitoring, fraud detection and recovery, for a leading building society, with proactive real-time screening across the customer base.
99.3% of online fraud and payment-dispute cases resolved within 72 hours.
60%
committed TCO savings in 3 years
62%
reduction in APP fraud losses
55%
faster speed of answer
Cards & collections | Major US bank
Collections, digitally re-engineered
A major US bank—credit cards, auto and banking—modernized collections with an omnichannel platform and propensity-to-pay analytics, doubling net yield per customer while lifting experience.
CSAT above 91%, with 60%+ of accounts handled in the digital stream.
101%
higher net yield per customer
60%+
accounts handled digitally
91%+
CSAT
Kairos the operating system
The operating system that turns intelligence into outcomes
It sits between your systems of record and the agents you run, giving every AI system the memory, domain rules, and live signals it needs to act with the full picture across every banking function and customer segment.
It compounds domain intelligence instead of relying on rented model horsepower. AI models commoditize, but the banking judgment encoded in the harness does not. The platform remains portable across any agent stack, with no lock-in.
It compounds domain intelligence instead of relying on rented model horsepower. AI models commoditize, but the banking judgment encoded in the harness does not. The platform remains portable across any agent stack, with no lock-in.
05
AI-native operations: Agents
Underwriter, fraud analyst, quality control, and advisor copilots, along with servicing and collections agents, execute across lending, mortgage, cards, and fraud.
Varies by bank
04
Domain Intelligence: Domain Harness
The Domain Harness encodes what should happen through 25 years of banking expertise, captured as pre-built skills, playbooks, and guardrails. It covers TRID, RESPA, NMLS, FCA, Consumer Duty, MCOB, and AML/KYC across lending, mortgage, cards, and fraud. It is portable across any agent stack, with no lock-in.
Core · compounds
03
Organizational context: Intelligent Context Framework (ICF)
The ICF captures what happened by carrying loan and account state, customer history, regulatory timeline position, and execution signals in real time. It closes the gap between what should happen and what actually did.
Core · compounds
02
Operations intelligence: Sensors
Operations Intelligence captures what's happening in flight through process, conversation, and document intelligence across applications, statements, and disclosures. It flags risk and rework before they become costly.
Core · compounds
01
Systems of record
Your core banking, loan-origination and servicing, cards and fraud systems—connected via APIs and standard rails, inside your cloud. Read from, not replaced.
Varies by bank
What We Engineer for banking
From the core to the customer—across the value chain
Where we put technology to work across banking—each powered by a Tech Services capability, and each behind a solution, for banks, building societies, card issuers, mortgage players and fintechs.
Mortgage intelligence
60%–70% less manual underwriting | $110M saved in servicing
We deliver income and asset verification, underwriting, default servicing, and investor reporting—with TRID/RESPA and MCOB encoded, and GenAI co-pilots that cut manual work without losing the audit trail.
Domain harness engineering
Lending and credit decisioning
95% income classification across complex types
We modernize core, card servicing, disputes and chargebacks, and transaction operations, connecting them to your platforms and rails so agents can reach them safely.
Agentic orchestration
Core banking, cards and payments modernization
84% process automation rate
We modernize core, card servicing, disputes and chargebacks, and transaction operations, connecting them to your platforms and rails so agents can reach them safely.
Systems, application and data engineering
Fraud, financial crime and AML/KYC
83% faster KYC onboarding
We deliver fraud detection and investigation co-pilots, AML transaction monitoring, and KYC onboarding with production-tested playbooks and the evidence trail regulators accept.
Sensor and operations intelligence
Customer and advisor experience
AI Coach + QC Copilot at 100% sample
We deliver agent-assisted, omnichannel service across the customer lifecycle with an AI Coach and QC Copilot supporting advisors and auditing quality in live operations.
Context and knowledge engineering
Governed autonomy for regulated banking
HITL → HOTL → Autonomous | audit-ready
We deliver progressive trust—from human-in-the-loop, to on-the-loop, to autonomous as trust is earned—with hard compliance boundaries no agent can override and audit-ready decision traces.
Governed autonomy and run
The banking solutions this powers
The technology above runs behind our BFS solutions, across segments. Explore the ones built for your business:
Mortgage
Consumer lending
Commercial lending
Cards and payments
Core banking
Fraud management
Trust & Compliance
Compliance. By design.
We operate inside US and UK regulatory frameworks, built in from the start of every engagement, not audited at the end, with hard compliance boundaries no agent can override and audit-ready decision traces at every layer.
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SOC 2 Type II
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ISO 27001
PCI DSS
ISO 9001
NMLS · 53 states (US)
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FCA · Consumer Duty (UK)
Compliance, architected in
Rules at the moment of action
US frameworks—CFPB mortgage servicing, TRID, BSA/AML, FCRA/FDCPA, NMLS, FinCEN—and UK frameworks—FCA Handbook, Consumer Duty, MCOB, the MLRs and UK GDPR—encoded as guardrails inside the workflow.
Decision traceability
Audit-ready by design
Every agent decision leaves an immutable trace of action, actor and evidence, and surfaces the reasoning that drove it—reconstructable for a regulator, by design.
Progressive trust
Autonomy that’s earned
Human-in-the-loop for high-stakes compliance calls, human-on-the-loop for monitored workflows, autonomous only where trust and performance are proven.
the full-stack operator
Intelligence That Operates
Where it starts
Operating-model & AI diagnostic
Most engagements start with a diagnostic that frames the value at stake across the value chain before anything is built.
Explore Consulting
The signal
Sensor and operations intelligence
The process, conversation and document intelligence that flags fraud, risk and rework in flight—the signal behind every next-best action.
Explore the capability
How WE Engage
Transform, Implement, and Operate
Not a consulting engagement, not an outsourcing contract—a single motion from operating-model redesign to agentic operations at scale, under one roof and one contract, with outcomes underwritten.
Good questions to start with
How is this different from a scaled SI, or a frontier-lab AI firm?
Scaled system integrators bring breadth, but generalist playbooks. Firms partnering with frontier labs bring model horsepower you’re effectively renting. We bring 25 years of banking domain intelligence encoded as a harness, re-architect the operation for AI, and run it with outcomes underwritten—domain IP that compounds and stays portable, with no lock-in. Models commoditize; the banking judgment doesn’t.
How do you handle US and UK regulation?
Compliance is built in from day one, not audited at the end—TRID/RESPA, BSA/AML, FCRA/FDCPA and NMLS licensing in the US; the FCA Handbook, Consumer Duty, MCOB and the MLRs in the UK—encoded as guardrails no agent can override, with audit-ready decision traces.
How fast does AI reach production, not just pilots?
That’s the whole point of the engagement model: transform, implement and operate as one continuous motion, building AI-first workflows to production standard and running them with human + AI accountability. Pilots that stall are an operating-model problem—we close it, and underwrite the outcome.
Do you build the AI models yourselves?
We don’t build foundation models from scratch. We select, fine-tune and evaluate the income, credit, fraud and propensity models on your data as your data services partner—see AI Data Services—and orchestrate the models you already run inside the operating system.
What does an AI operating system mean for a bank?
It means your fraud, lending, mortgage and servicing agents—whatever vendor they come from—act on one shared view of the customer, your encoded credit and compliance rules, and live risk signals, rather than as disconnected point tools. That’s what lets AI run safely in regulated banking and compound as your own intelligence.
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
See where AI changes your cost and risk first
Start with a diagnostic across mortgage, lending, cards and fraud. We’ll frame the value at stake—and the first operation to re-architect—before you commit to anything further.