Real answers about money. Card numbers never reach an agent.
Voxenrise runs account servicing, payment support, collections, dispute intake and onboarding follow-up for banks, credit unions, lenders and fintechs — identity verified to your script, payments routed through a PCI-compliant IVR.
$13.50
Human-assisted cost per contact against $1.84 self-service
Gartner
Controls on financial services accounts
- PCI-DSS
- SOC 2 Type II
- FDCPA and Regulation F
Every call is a trust decision and an audit record
Customers call about money when something is uncertain: a declined card, a payment that has not posted, a charge they do not recognise, a loan application that has gone quiet. The call has to be fast, but it also has to verify identity correctly, say the right things and leave a record that stands up to a complaint or an examiner.
That is why many institutions keep servicing in-house even when queues are long and cost per contact is high. The calls that reach a person are the ones self-service could not settle — which are exactly the calls where accuracy and tone matter most.
Voxenrise builds servicing, collections and onboarding teams that follow your verification and disclosure scripts exactly, route payments to a PCI-compliant IVR so card data never reaches an agent, and flag complaints and suspected fraud for same-day escalation.
What we run for you
Six financial services workflows, staffed by named agents inside your own systems.
Account servicing
Balance and transaction questions, statements, contact-detail changes and online-banking access issues, handled once identity is verified to your script.
Card and payment support
Declines, activation, replacement cards, payment posting and autopay changes, with payments taken through a PCI-compliant IVR.
Collections and early-stage recovery
Payment reminders, promise-to-pay arrangements and hardship referrals, dialled within Regulation F call-frequency limits.
Fraud and dispute intake
Unrecognised charges, account-takeover reports and chargeback disputes captured to your case form and escalated to your fraud team the same day.
Onboarding and KYC follow-up
Applicants chased for missing identity documents, proof of address and signatures, so accounts open instead of stalling in review.
Loan and mortgage enquiries
Application status, document checklists and payment questions answered, with rate and application conversations passed to your licensed loan officers.
Why Voxenrise for financial services
What changes when the team on your lines was built for this sector.
Out of PCI scope by design
Payments go to a PCI-compliant IVR while the agent stays on the line. No card number reaches an agent screen, notepad or call recording.
Verification done the same way every time
Your authentication script is followed exactly and the outcome is logged. A caller who fails verification does not get account information, however persuasive they are.
Complaints caught on the call
Agents recognise expressions of dissatisfaction under your complaint definition and escalate them the same day, so nothing is lost between queues.
Collections that respect the rules
Call frequency, calling hours and required disclosures are enforced by the dialler and checked in QA rather than left to an agent's memory.
Records ready for an examiner
Recordings are kept 90 days by default and longer where your retention schedule requires, with 5% of calls QA-scored weekly against a rubric you approve.
Cover beyond branch hours
Lost cards and fraud reports do not wait for the morning. We staff 24/7 across US, UK and EU time zones.
From first call to a live financial services team
You hear live calls in week four, before the headcount scales.
Step 1. Discovery call
Week 1
Twenty minutes on volume, channels, hours and the compliance regime you work under.
We map call types, authentication rules, required disclosures, your complaint definition and the escalation paths for fraud and hardship.
Step 2. Team build and script design
Weeks 2–3
We recruit against your profile, write the scripts with you and get system access approved.
Your compliance team approves the scripts, access roles are set in your servicing systems, and the IVR payment handoff is tested end to end.
Step 3. Pilot with live QA
Week 4
A small team goes live. Every call is scored and the script is corrected daily.
The pilot usually starts with servicing and payment queries, with every pilot call checked against your verification checklist.
Step 4. Scale and report
Week 5 onward
Headcount rises to forecast. You get weekly numbers and a monthly service review.
Collections, dispute intake and onboarding follow-up are added once verification and disclosure QA passes consistently.
Financial services benchmarks
Published figures, each with its source. They are the yardstick, not claims about our own results.
You get answer speed, first-contact resolution, abandonment and CSAT every week, so the team on your account can be held against them.
| Metric | Published figure |
|---|---|
| Cost per contact | $13.50 human-assisted against $1.84 self-serviceGartner |
| First-contact resolution, financial services | 76–82%SQM Group, 2024 |
| Consumer fraud losses reported in the US | More than $12.5 billion in 2024Federal Trade Commission, Consumer Sentinel Network, 2025 |
| PCI DSS v4.0 future-dated requirements | Mandatory from 31 March 2025PCI Security Standards Council |
The controls that apply to financial services
Only the standards this sector is actually held to — what each one requires, and where we stand.
PCI-DSS
- What it requires
- Card data must be captured and stored inside a controlled environment.
- Where we stand
- Payments route to a PCI-compliant IVR. Agents never see a card number.
- On financial services accounts
- Card payments, autopay set-up and payoff payments all route through the IVR. Agents confirm the result, never the card details.
SOC 2 Type II
- What it requires
- An independent auditor tests your controls over months, not on one day.
- Where we stand
- Audit in progress, Q2 2027. Control evidence available on request.
- On financial services accounts
- Evidence for access control, change management and vendor oversight is available to support your third-party risk review.
FDCPA and Regulation F
- What it requires
- Debt collection calls are limited in frequency and timing and must carry specific disclosures. Regulation F presumes a violation above seven calls in seven days about a single debt.
- Where we stand
- Collections dialling is capped at seven attempts in seven days per debt, calls are placed between 8am and 9pm in the consumer's local time, and required disclosures are scripted and checked in QA.
- On financial services accounts
- We apply the same standard to first-party collections, even where your book is not legally in scope, because examiners and complainants rarely draw the distinction.
How you check our work
Judge a financial services team on evidence you can audit, not on a quote.
Sampled for quality. 5% of calls scored weekly against your rubric
Reported. Answer speed, FCR, abandonment and CSAT, every week
Audited by you. Recordings and scorecards open to your team
Reviewed. Monthly service review against the SLA in your contract
Financial services questions, answered
If yours is not here, it is a good first question for the call.
Financial services support, in depth
The workflows behind the service, and how each one is run.
Account servicing that verifies first and answers second
The hardest part of financial-services support is not the answer, it is making sure the person asking is entitled to it. Social-engineering attempts target contact centres precisely because agents want to help. Our agents follow your authentication procedure exactly, log the outcome and do not bend it for a caller who is frustrated or in a hurry.
Once identity is confirmed, most servicing calls are simple: a balance, a pending transaction, a statement, a changed phone number, a locked online-banking login. Handling them on the first call inside your systems keeps repeat contacts down. First-contact resolution in financial services runs at 76 to 82%, and every point above that is cost your institution does not carry.
Card, payment and PCI-safe capture
Payment calls are the fastest way to pull a contact centre into PCI DSS scope. If an agent hears a card number, types it or has it captured on a recording, every system and person touching that call becomes part of your cardholder data environment. PCI DSS v4.0 raised the bar further when its future-dated requirements became mandatory in March 2025.
We keep agents out of that environment entirely. When a customer wants to make a payment, set up autopay or pay off a balance, the call is handed to a PCI-compliant IVR. The customer keys the card details, the agent stays on the line to help and confirms the outcome, and nothing sensitive reaches the agent's screen, notes or the recording.
Collections: recovering balances without creating complaints
Good early-stage collections look more like customer service than pressure. Many missed payments are caused by a changed card, a forgotten due date or a temporary cash-flow problem. A courteous reminder, a clear explanation of options and a recorded promise to pay recover more than aggressive dialling — and generate far fewer complaints.
Regulation F sets the frame: a presumed limit of seven call attempts in seven days per debt, restricted calling hours and specific disclosures. The dialler enforces the limits, the script carries the disclosures and QA checks both. Customers who mention hardship, dispute the debt or ask for no further calls are escalated to your team under your policies.
Fraud, disputes and the first hour
Consumers reported losing more than $12.5 billion to fraud in 2024, according to the Federal Trade Commission. When a customer calls about an unrecognised charge or a compromised account, the first minutes matter: the card needs blocking, the facts need capturing accurately and the customer needs to know they have been taken seriously.
Agents take the report to your case form, take the protective steps your procedure allows and escalate the case to your fraud or disputes team the same day. Chargeback disputes are captured with the transaction details and reason your processor requires, so your team is not calling the customer back to ask the same questions.
Onboarding, KYC and loan enquiries
Applications stall on paperwork. A missing proof of address, an unreadable ID scan or an unsigned disclosure can leave an application in review for weeks while the customer loses interest. Proactive calls that explain exactly what is outstanding, and how to send it, move accounts to funded.
Loan and mortgage enquiries follow the same principle: answer the status and document questions quickly, and pass anything that needs a licence to your licensed loan officers. Customer data is handled under your Gramm-Leach-Bliley privacy obligations and our minimum-necessary access model, and EU and UK data stays in region.
Want to see how this maps onto your own financial services operation? Book a 20-minute call.
Related services
The inbound and outbound services financial services accounts combine most often.
- Inbound
Live answering
A named team answering as your company, on your script.
Answered in under 20 seconds, 24/7
- Inbound
Chat support
Live chat on your site and in-app, inside your existing helpdesk.
First reply under 30 seconds, up to 3 concurrent chats per agent
- Inbound
Email support
Ticket queues worked to your tone guide and your macros.
Every ticket answered within 4 business hours
- Outbound
Callbacks
Missed calls, abandoned carts and stale form fills, worked the same day.
Every missed contact called back within 2 hours
- Inbound
Lead qualification
We score every caller against your criteria before your team sees them.
Qualified or disqualified in one call, logged in your CRM
- Outbound
Appointment setting
We book qualified meetings straight into your reps' calendars.
Confirmed meetings with a reminder sequence attached
Tell us your call types. We will show you what can leave your queue safely.
Share your volumes, hours and verification rules. You get a staffing plan and the security brief — before anyone asks you for a contract.