mortgage lenders and servicers in the US
6 of the 10 top card issuers run with us
Firstsource runs fraud, disputes, collections, and payments for the world's largest card portfolios, because every second of delay has a cost, and every missed recovery is a loss that compounds.
12 of Top 20
6 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 approval gap is now a broker retention problem
Every week of delay is a relationship at risk. Every manual compliance check is a liability accumulating. And every credit problem caught late costs more to fix than it costs to prevent.
CARD STRENGTH
$6.5T
generated in purchase volume in 2025 by US credit cards. Cards are moving into digital wallets and embedded payment experiences.
Global Payments Report, Worldpay, 2026
DELINQUENCY PRESSURE
$1.25T
in total credit card balances in Q1 2026 — up from $1.18T in Q1 2025. Credit card delinquency rates in the US are climbing.
Federal Reserve Bank of New York / CardRates, June 2026
RISING FRAUD COSTS
25%
increase in the cost of fraud. The ratio of fraud to cost of fraud is 1:5, and companies are left to absorb it.
LexisNexis® True Cost of Fraud™ Study 2025 North America
PROVEN OUTCOMES
Speed, precision, and recovery—delivered
Every figure below comes from a running card engagement, not a projection.
~60%
savings
A global BNPL provider migrated early-stage debt recovery accounts to an AI-augmented, human-assisted collections program. Digital outperformed the control group by 21%.
99.9%
TAT compliance
We delivered and maintained high compliance rates and regulatory adherence for UK card fraud operations, while reducing average handling time by 33% over the same period.
35%
cost reduction
A US banking platform rebuilt banking and cards operations using conversational AI and digital deflection. Utilization improved 20%, and we delivered $9M in incremental value.
40%
cost savings
A major UK retail bank transformed account opening, card servicing, complaint indexing, document validation, and identity checks operations to deliver savings.
Card and Payments Processing Solutions
The full card lifecycle, built to absorb every hit
From first cardholder contact through default recovery — applied consistently across fraud, collections, payments, and servicing.
Marketing campaign operations, lead capture, KYC, AML, and OFAC checks, account opening, and card activation are delivered for credit, debit, and prepaid card programs globally. Multi-channel onboarding across digital, branch, and telephony channels is designed to optimize onboarding timelines and improve first-call resolution.
- Synthetic identity detection and first-party fraud assessment
- Welcome kit fulfilment and autopay setup
The full card servicing lifecycle covers account inquiries, limit changes, statement queries, dispute initiation, and account maintenance across voice, chat, email, social, and digital channels. AI-assisted agent tooling helps optimize service quality, while more than 50 million calls, emails, and chats are handled annually.
- Vulnerable customer identification and escalation
- Credit bureau disputes management
Fraud operations cover alert triage, investigation, disputes, chargebacks, and pre-arbitration across major fraud types, including card-not-present, APP scams, account takeover, and direct debit fraud. Fraud alerts are managed using Falcon, Actimize, Arcot, Pega, and eVision, while card freezes are completed within a 20-minute SLA and chargebacks are processed in line with Visa, Mastercard, and Amex scheme rules.
- 99.9% TAT compliance vs. 98% target (live engagement)
- Pre-compliance, compliance, and credit bureau disputes
Digital-first collections across credit cards and BNPL portfolios using 7,000-plus account segments, 400-plus personalized templates, and a self-serve portal that achieves 92% customer resolution without an agent.
- White-label digital collections, deployable under your brand
- 5–10x lower complaint generation vs. voice-led collections
- $4.8B+ annual collections inventory under management
End-to-end payment processing covers BACS, Faster Payments, CHAPS, wire transfers, ACH, and direct debits. STP is optimized toward a best-in-class rate of 97–98%, supported by exception management, sanctions screening, and automated reconciliation against measurable performance targets.
- Payment investigations and exception repair
- AML/sanctions screening and false positive reduction
- Nostro reconciliation and ageing item management
- RegTech solutions and system configuration
End-to-end merchant lifecycle operations support BNPL companies and eCommerce platforms, covering merchant onboarding, identity verification, query management, dispute resolution, and compliance monitoring. More than 10,000 merchants have been onboarded and serviced, with operations designed to scale as platforms grow.
- AI platform monitoring for fraud impersonation and brand infringement
- More than 30% reduction in false positives through platform monitoring
- Scaled operating model supporting 10x user growth
WHO WE SERVE
Built for every issuer's card problem
Six issuer types. Each with a distinct fraud profile, operating model, and customer expectation.
Major US and UK card issuers
Operations at the scale of the market's six largest portfolios
We deliver fraud, disputes, collections, and payments operations across all major card types, supporting more than 500 million customer interactions annually worldwide.
Regional banks and credit unions
Full-lifecycle card operations without the enterprise price tag
We provide full-lifecycle card operations for mid-market programs, combining the same domain expertise and compliance rigor as large issuers with a delivery model designed for a sustainable cost structure.
BNPL and fintech issuers
Operations built for portfolios that grew faster than their operations
We support high-growth BNPL programs with white-label digital collections, Agentic AI-led engagement, and merchant lifecycle operations that help operations keep pace with portfolio growth.
Prepaid and white-label program managers
Efficient servicing for high-volume, thin-margin programs
We optimize servicing for prepaid, government benefit, and white-label programs, where operational efficiency is critical to long-term program viability.
Cross-border payment providers
Payment operations across multiple rails and jurisdictions
We manage payment operations across SWIFT, SEPA, ACH, and faster payments, combining AML screening, payment investigations, STP optimization, and reconciliation.
CUSTOMER STORY
Cut the fraud wait time before the customer feels it
We transformed fraud operations across banking products, proving that customer experience, compliance, and operational efficiency do not have to be competing priorities.
Transforming fraud operations with human + agent workforce for disproportionate outcomes
A leading UK bank was running fraud operations at full capacity as complaint and dispute volumes surged. Average response times had risen to more than 10 minutes, creating pressure on customer experience at a time when regulatory scrutiny and reimbursement obligations were increasing.
Firstsource implemented a scalable fraud servicing model that expanded capacity, improved responsiveness, and strengthened operational resilience across customer channels. The transformation enabled the bank to handle growing demand while maintaining the quality, compliance, and customer experience standards expected in fraud operations.
Firstsource implemented a scalable fraud servicing model that expanded capacity, improved responsiveness, and strengthened operational resilience across customer channels. The transformation enabled the bank to handle growing demand while maintaining the quality, compliance, and customer experience standards expected in fraud operations.
55%
reduction in fraud handling time with GenAI assists
98%
SLA maintained without drop in quality
PROOF OF DELIVERY
When the claim is delivery, the proof is the data
Verified outcomes from live card operations across fraud response, processing automation, and offshore servicing.
78%
AHT reduction on processing
Intelligent automation deployed for end-to-end refund payment processing. Average handling time dropped 78% with 100% accuracy maintained.
9,360 hours
saved annually
Automation streamlined payoff processing end-to-end, eliminating manual effort and returning analyst capacity to higher-value work.
30%+
false positive reduction
By reducing false positives by more than 30%, AI-powered monitoring helped a BNPL merchant services platform focus investigation efforts where they mattered most.
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
Build card operations that can scale and withstand regulatory pressures
From onboarding and processing to compliance and revenue growth, card and digital payments operations must scale without compromising customer experience or regulatory standards.
- Start with operational domain intelligence built in from day 1: compliance, and SOPs baked in.
- Compound intelligence and outcomes as you own the IP of your intelligent operations.
- Don't make false trade-offs as you build for the GenAI and agentic era, not bolted on, but built in.