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United Nearshore Operations

Industries · Financial Services

Financial programs don't get second chances.

Card servicing, collections, fraud intake, and credit review — run inside a PCI DSS Level 1 environment, independently audited and recertified every year since 2011.

Most outsourcing providers will take your tier-1 customer service. Far fewer are trusted with the conversations where a mistake carries regulatory weight — a cardholder disputing a charge, a customer behind on payments, a fraud report that has to be captured correctly the first time. Those are the programs we run, on both sides of the border.

97%+
QA score, every quarter measured (93% target)
400%+
Team growth with no quality decline
+99.5%
Collections productivity per hour
$13.2M+
Recovered in a program's first eight months

What we run

The full lifecycle, not just the front door.

Financial programs rarely stay in one lane. Ours are built to span the customer relationship from first inquiry through recovery.

  • Customer service & account servicing

    Balance and transaction inquiries, statement questions, product and rate information, profile maintenance, and digital banking support trained on your systems, policies, and disclosure requirements.

  • Card servicing & dispute intake

    Activation, replacement, limit inquiries, and payment support, plus structured dispute and chargeback intake that captures what your back office needs to work the case the first time.

  • Collections

    First-party collections handled with the tone your brand requires. Agents are trained on your treatment strategy, promise-to-pay structures, and escalation rules, and programs scale with your portfolio.

  • Fraud intake

    Structured capture of suspected fraud reports, with defined routing to your investigations team. The intake conversation is where most fraud cases are won or lost — ours is scripted for completeness and audited for it.

  • Credit & underwriting support

    Application status, documentation follow-up, and line-of-credit review support — the administrative and customer-facing work around the underwriting decisions your own team makes.

  • Back office & verification

    Data entry, document verification, application processing, and the administrative workload behind every financial interaction — quality audited under the same framework as our voice programs.

PCI DSS Level 1 certified

The highest tier of payment card security, verified by outside auditors.

PCI DSS is the security standard created jointly by Visa, Mastercard, American Express, Discover, and JCB. Level 1 is its highest tier — reserved for organizations handling the largest volumes of cardholder data, and subject to the strictest requirements: rigorous access controls, encrypted transmission, continuous network monitoring, and an annual on-site audit by an independent accredited assessor.

We hold that certification at Version 4.0, the current standard. We were the first company in the Dominican Republic to achieve it and remain one of very few. We have been audited and recertified every year without interruption since 2011.

  • Cardholder data handled under the same discipline used by major banks and processors
  • Dedicated internal Network Security team with continuous threat monitoring
  • Cisco-based MPLS infrastructure with international peering through Equinix Miami
  • Comprehensive business continuity plan with tested recovery procedures

In production today

Three financial programs.Two countries. Two languages.

Client names are protected under confidentiality agreements. The scope and results are not.

U.S. consumer credit · Private-label card issuer

From one program to four lines of business.

The problem they brought us. Demand from Spanish-speaking cardholders was outpacing their in-house capacity. Spanish language callers were waiting roughly five minutes to reach an agent — a direct hit to satisfaction and retention. They needed a partner who could scale quickly without trading away quality. The portfolio serves more than 4 million cardholders.

What we did. The engagement launched as a bilingual customer service program with 20 agents and grew past 100 — a 400%+ increase — while beating both handle time and quality targets throughout.

Customer service — sustained performance

Engagement quarterAverage handle timevs. 7:00 targetQA scorevs. 93% target
Quarter 16:10−12%97.16%+2.16 pp
Quarter 25:32−21%97.54%+2.54 pp
Quarter 35:09−26%98.60%+3.60 pp
Quarter 45:33−21%98.76%+3.76 pp
Quarter 55:40−19%98.08%+3.08 pp

Spanish-language wait times fell by more than 50%, and the program has held above target for 15+ consecutive months.

Collections — earned expansion

Consistent service performance earned an expanded mandate. The client brought UNO into early-stage collections, handling inbound and outbound calls in both English and Spanish. The team launched with 18 bilingual collectors and more than doubled within eight months.

MeasureAt launchCurrentChange
Collected per hour$211.68$422.34+99.5%
Average amount collected$844.96$1,062.31+25.7%
Talk time3:252:25−29%
Wrap-up time1:350:21−78%

Monthly recoveries — first eight months

  • $0.42MMonth 1
  • $0.82MMonth 2
  • $1.44MMonth 3
  • $1.85MMonth 4
  • $1.80MMonth 5
  • $2.26MMonth 6
  • $2.29MMonth 7
  • $2.37MMonth 8

40 bilingual collectors working 52,000+ accounts per month, with $13.2M+ recovered across the program's first eight months.

Account expansion

  1. 01

    Customer service

    Where the relationship started.

  2. 02

    Collections

    A revenue-generating function.

  3. 03

    Credit underwriting

    Support around lending decisions.

  4. 04

    Fraud intake

    The most sensitive queue of all.

Every expansion was earned on the performance of the last. What began as a single customer service engagement is now four lines of business and 120+ agents across the account.

Domestic banking · Dominican Republic

Two Dominican banking institutions.

UNO supports the full range of lines of business for both, from retail customer service through back-office operations, in domestic Spanish-language banking environments.

Banking in the Dominican Republic carries its own supervisory expectations — audit trails, data handling standards, and service obligations a vendor has to meet, not merely understand. We have operated inside that environment for years, alongside a U.S. consumer credit portfolio. That combination is what gives our financial practice its range: highly regulated institutions in two countries, two languages, and the full span of banking lines of business.

Why this works

Regulated work needs a partner that's been audited, not just referenced.

  • Proven on both sides of the border

    Our financial programs span domestic Dominican banking and U.S. consumer credit — two regulatory contexts, one governance model.

  • Bilingual by default, not by exception

    English and Spanish are standard across our agent base, with French available. For institutions serving bilingual customers, that removes the complexity of maintaining separate language teams.

  • Timezone alignment

    Santiago sits within U.S. business hours, so escalations reach your team the same day and oversight happens in real time — not on a next-day cycle.

  • Relationships measured in years

    Our client relationships average 12.5 years. In financial services, where onboarding a vendor means audits, integrations, and regulatory review, partner stability is a cost line of its own.

  • Scale without a rebuild

    Our workforce management team scales programs on short notice — the same capability that took one financial program from 20 agents to over 100 without a single quarter below the client's quality target.

  • Expansion earned, not sold

    One financial engagement started as a single customer service program and became four lines of business. We don't pitch scope expansion; we earn it on the work you've already given us.

Let's talk about the program you're not comfortable outsourcing.

Financial programs get evaluated on the hard cases, not the easy ones. Tell us what your volume, complexity, and compliance requirements look like, and we'll tell you honestly whether we're the right fit.

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