Finance

Captivating Consumer Trust and Preference

For over a quarter of a century, Atento has been at the forefront of revolutionizing customer experience (CX) in the financial sector. Partnering with global financial giants, we’ve embarked on joint ventures that have not only set new benchmarks in enhanced CX but have also redefined what’s possible in the realm of financial services. Our success stories are many, but among them, the massive deployment of work-from-home teams and strategic workforce relocation stand out as milestones, showcasing our adaptability and commitment to excellence in the financial industry.

Learn about our case studies

Atento Moves Contact Center to The Cloud

As cloud technologies began to demonstrate immediate benefits upon implementation and pandemic changes required people to work remotely, Atento knew it was time to move to the cloud.

Social Media and Talented CX service for complaints

Our client is one of the biggest payment systems company as well as one of the largest national credit and debit card operators. The company trusted Atento to improve its customer satisfaction levels by providing their CX expertise to transform the company´s service culture.

Automating the Customer Experience

Conversion of IVR to WhatsApp bot reduced service response time.

Credit Factory

A multinational bank needed to improve the customer experience efficiency.

Positioning Customer Care Touchpoints

Captures attention and loyalty.

International Phone Sales Systematization

Boosting insurance plans sales for a multinational bank

Payment Data Interchange

Reducing operational costs and increasing customer satisfaction via a swift response service.

Back Office Auto Loans

Reduce lead-time and eliminate errors in auto loan processes

Bank Accounts for Salvadorans

Alternative means of transferring money from the USA to El Salvador.

Back Office Solution

Based on Agile methodology and focus on the consumer experience, the project consisted of operationalizing the entire transactional Back Office of a payroll card operation, achieving an increase in processing capacity and a consequent increase in sales.

Building on this foundation of trust and innovative service, Atento has crafted a suite of solutions tailored for every stage of the customer journey. These offerings are not just services; they are the keystones of creating lasting relationships between financial institutions and their customers. By integrating advanced technologies with our deep industry know-how, we ensure that from the moment of acquisition to the various touchpoints of customer experience, and through to the crucial phases of retention, every interaction is seamless, secure, and surpasses expectations.

How we can help

Our Services: Tailored to Every Stage of the Customer Journey

Acquisition:

  • Social BKO: Technology-driven approach screens data and validates documents efficiently.
  • Digital Sales: A digital-first strategy for onboarding new customers.
  • Credit Card Sales: Targeted marketing to improve credit card uptake.
  • Personal Loans and Banking Services: Potential customers discover personalized banking services.
  • Risk Management: Credit eligibility assessments to manage risk effectively.
  • Facilitating Product Information: User-friendly information to help make financial decisions.
  • B2B: Corporate sales solutions to foster robust B2B relationships.

Customer Experience:

  • Credit Cards Plans Management: Satisfaction through efficient management of credit card plans.
  • Services Activation & Onboarding: A smooth service activation and onboarding process.
  • Credit Card Reactivation: Reactivation solutions for credit cards.
  • Fulfillment: From application to delivery.
  • Credit Card Delivery: Logistics to deliver credit cards into customers’ hands.
  • Insurance Inquiries: Support to cover all insurance-related queries.
  • Vehicle and Medical Insurance Claim Intake: Streamlined claims intake.
  • Complaint Management: Complaints resolved effectively.
  • Mortgage Service Support: Exceptional support to homeowners.

Retention:

  • Welcome Call: New customers are greeted with a friendly introduction.
  • Cross Sell and Up Sell: Identify and offer additional or enhanced services to customers.
  • Loyalty Programs Management: Designed to reward and keep customers coming back.
  • Credit Card Upgrades & Downgrades: To accommodate changes in customers’ credit needs.
  • Reversal of Contracts: Contract cancellations management with care and professionalism.
  • Vehicle Insurance Retention and Containment: Effective strategies to retain vehicle insurance customers.
  • Collections: Billing and collections processes that are both efficient and customer-friendly.
  • Reimbursements: Process reimbursements swiftly and accurately.
  • Reactivation: Reactivating and retaining customers who may have lapsed.

Acquisition:

  • Social BKO: Technology-driven approach screens data and validates documents efficiently.
  • Digital Sales: A digital-first strategy for onboarding new customers.
  • Credit Card Sales: Targeted marketing to improve credit card uptake.
  • Personal Loans and Banking Services: Potential customers discover personalized banking services.
  • Risk Management: Credit eligibility assessments to manage risk effectively.
  • Facilitating Product Information: User-friendly information to help make financial decisions.
  • B2B: Corporate sales solutions to foster robust B2B relationships.

Customer Experience:

  • Credit Cards Plans Management: Satisfaction through efficient management of credit card plans.
  • Services Activation & Onboarding: A smooth service activation and onboarding process.
  • Credit Card Reactivation: Reactivation solutions for credit cards.
  • Fulfillment: From application to delivery.
  • Credit Card Delivery: Logistics to deliver credit cards into customers’ hands.
  • Insurance Inquiries: Support to cover all insurance-related queries.
  • Vehicle and Medical Insurance Claim Intake: Streamlined claims intake.
  • Complaint Management: Complaints resolved effectively.
  • Mortgage Service Support: Exceptional support to homeowners.

Retention:

  • Welcome Call: New customers are greeted with a friendly introduction.
  • Cross Sell and Up Sell: Identify and offer additional or enhanced services to customers.
  • Loyalty Programs Management: Designed to reward and keep customers coming back.
  • Credit Card Upgrades & Downgrades: To accommodate changes in customers’ credit needs.
  • Reversal of Contracts: Contract cancellations management with care and professionalism.
  • Vehicle Insurance Retention and Containment: Effective strategies to retain vehicle insurance customers.
  • Collections: Billing and collections processes that are both efficient and customer-friendly.
  • Reimbursements: Process reimbursements swiftly and accurately.
  • Reactivation: Reactivating and retaining customers who may have lapsed.

Some of our customer Journeys

Bank Account Onboarding Journey
Cross & Upselling Journey

Digital Early Collections

Some of our customer Journeys

Bank Account Onboarding Journey

Cross & Upselling Journey

Digital Early Collections

Finance

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