TecronixTecronix

Banking & Financial Services

From disputes and KYC to servicing and collections, we deliver calibrated teams or outcome SLAs with QA and evidence-so audits move fast and customers stay put.

Problems We SolveCapabilitiesStart an RFP
Typical Pain Points
  • Dispute win-rate and TAT instability; inconsistent evidence packs
  • KYC/KYB refresh backlogs; dual-review rules unclear for high-risk
  • Card ops exceptions (chargebacks, fee reversals, adjustments) piling up
  • Servicing spikes during promos/outages; callback loops, DSAT
  • Collections QA variability; weak audit trail for hardship programs
  • Fragmented dashboards; audit asks slow due to missing evidence links
Roles We Staff
  • Disputes Analysts & QA Reviewers (Reg E/Z), Chargeback Ops
  • KYC/KYB Analysts, Sanctions/Adverse Media Support, QC
  • Card Ops Associates: adjustments, fee reversals, reconciliations
  • Servicing: chat/voice/email, back-office exceptions, social care
  • Collections & Hardship Program Assist, Payment Arrangement Desk
  • Ops Analysts: dashboard wiring, report prep, evidence assembly
StaffingManaged Services

Outcomes & Examples

  • Disputes outcome SLAs (TAT/win-rate) with evidence tiles & AQL QA
  • KYC refresh lanes with dual-review for high-risk, aging controls
  • Exception desks with p90 cycle-time SLAs and accuracy gates
  • Coverage grids to hold ASA/FCR/CSAT through spikes & outages
  • Collections QA with calibrated defect classes and regulator-ready evidence
  • Dashboards with definitions; drill paths to sample evidence
Disputes Case StudyCompare Models

Controls & Compliance

  • Least-privilege access, periodic reviews, JML controls
  • AQL QA with defect classes mapped to policy & network bulletins
  • Audit trails with evidence tiles and retention schedules
  • Change control for policy/version updates; training records
  • Incident Response with severity matrix & comms SLAs
Trust CenterSub-ProcessorsIncident Response

Tooling Ecosystem

  • Core/Issuer: FIS/Fiserv/TSYS, card network portals
  • KYC/KYB: ComplyAdvantage, Middesk, Alloy, in-house consoles
  • Ticketing/CRM: Salesforce, Zendesk, ServiceNow
  • Telephony/WFM/QA: NICE/inContact, Genesys, Five9; QC suites
  • BI & Storage: Looker/Power BI/Tableau; SharePoint/Confluence for evidence
  • Collections: industry dialers/CRM; payment arrangement tooling

KPIs We Track

  • Dispute win-rate; p50/p90 TAT; defect mix; rework %
  • KYC completion %; aging buckets; FP/FN reviewer analysis
  • Exception cycle-time; accuracy rate; backlog aging
  • ASA/AHT/FCR/CSAT; callback rate; deflection %
  • Collections roll rates; promise-kept; QA pass rate
  • Audit ask turnaround; evidence completeness score
Model
Staffing

Disputes, KYC, ops exceptions, and servicing desks with QA sampling.

Explore
Model
Managed Services

Outcome SLAs (win-rate, TAT, accuracy, ASA/FCR) with dashboards.

Compare
Model
Consulting

Diagnostics to design evidence tiles, QA variants, and surge buffers.

Diagnostics

Raise win-rate. Reduce risk.

Well propose staffing or outcome SLAs for disputes, KYC, and operations-backed by evidence.

Start an RFPTalk to BFSI Lead