A leading UK financial technology platform partnered with Huntswood to deliver back-office and operations support from India. The goal was to simplify cross-border money transfers and payments, enhance financial inclusion, and ensure secure, efficient transactions for underserved populations
The Challenge:
The client needed to:
- Provide uninterrupted 24/7 customer support for account and KYC inquiries
- Manage compliance operations including IDV checks, KYC corrections, and security screenings
- Handle high chat volumes while maintaining service quality and compliance
- Support diverse customer segments across multiple tiers
Our Solution:
Huntswood implemented a scalable and resilient operational model:
- Chat support: assisted with account and KYC inquiries, managed complaints, and ensured data security
- Compliance operations: verified onboarding for senders and receivers, corrected KYC errors, and managed security screenings
- Operational excellence: delivered consistent performance against daily closed case goals and ensured uninterrupted coverage
- Team strength: built and expanded a skilled team of 33 members, supporting multiple lines of business including digital payments and remittances
The Results:
- Supported 12,000–14,000 chats per month with 24/7 coverage
- Consistently surpassed targets for daily closed cases month over month
- Delivered improved customer experience and cost optimization
- Enhanced compliance and security standards across operations