Financial Services

Comprehensive Service Spectrum

Our service offerings across financial sectors are diverse and impactful. From complaint management and credit vetting to lead generation and customer acquisition, our approach is holistic – ensuring every aspect of customer interaction and financial management is handled with utmost proficiency.

Front End Services

• Complaint Management: Handling customer complaints efficiently and effectively to ensure customer satisfaction and speedy problem resolution
• Sales and Customer Service: Combining sales expertise with excellent customer service to engage and assist customers in making informed purchasing decisions and providing ongoing support
• Card Payments: Managing card payment transactions, including processing payments, resolving payment issues and ensuring secure payment processing
• Credit and Collections: Managing credit-related processes, including credit checks, collections and addressing customer credit inquiries
• Billing and Invoicing: Handling billing inquiries, generating invoices and ensuring accurate and timely billing processes
• Lead Generation / Brand Marketing: Identifying and nurturing potential leads through marketing campaigns and strategies to promote the client's brand and products.
• Appointment Setting: Scheduling appointments or meetings on behalf of the client to facilitate sales or service interactions
• Customer Acquisition and Re: Acquiring new customers while also implementing strategies to retain existing ones through loyalty programs and excellent service.
• Switcher Campaigns: Encouraging customers to switch from a competitor's product or service to the client's offerings
• Contract/Subscription Renewal: Managing contract or subscription renewal processes and assisting customers with renewals
• Surveys/Research/Polling: Conducting surveys, market research and polling to gather valuable customer insights and feedback
• Debt Collection: Managing the collection of outstanding debts owed to clients in compliance with regulations
• Credit Vetting: Evaluating the creditworthiness of customers and making informed decisions regarding credit extensions
• Card Set Up and Invoicing: Assisting customers in setting up payment cards and managing card-related invoicing
• Loyalty Programmes: Implementing and managing customer loyalty programs to incentivise repeat business
• App Support and Education: Providing support and education to customers using the client's mobile or web applications.

Back End Office Support

• Data Entry and Management: Handling data entry tasks such as updating customer records, processing orders and managing databases on behalf of a number of clients
• Order Fulfilment: Processing customer orders, managing inventory and coordinating with logistics providers to ensure timely delivery of products
• Payment Processing: Handling payment transactions, billing and resolving payment-related inquiries or issues
• Customer Data Security: Ensuring the security of customer data and compliance with data protection regulations.
• Reporting and Analytics: Providing the client company with reports on customer interactions, satisfaction levels and performance metrics
• Knowledge Base Maintenance: Updating and maintaining a knowledge base that agents can access to address customer inquiries accurately
• Compliance and Regulatory Affairs: Ensuring that all interactions and processes adhere to industry regulations and standards.
• IT Support and Technology Maintenance: Managing the technical infrastructure, including software, hardware and telephony systems.
• Quality Assurance: Conducting quality monitoring and evaluation of interactions to maintain service quality and compliance with the client's standards
• Feedback Analysis: Collecting and analysing customer feedback to identify trends and areas for improvement across client products or services
• Escalation Handling: Managing complex customer issues that require escalation to the client's internal teams or higher-level support
• Account Management: Handling customer accounts, including updates, changes and account-specific inquiries
• Document Verification: Verifying and processing documents related to customer accounts, contracts or transactions
• Complaints Resolution: Resolving customer complaints and issues in accordance with the client's policies and procedures
• Technical Support: Providing technical support to customers who require assistance with the client products or services
• Financial Transactions: Managing financial transactions, such as refunds, payments and account adjustments
• Back-Office Support: Handling administrative tasks that support customer service operations, such as data analysis, document management and process improvement.

Award-Winning Training and Development

Uniquely's commitment to excellence in training and development is exemplified in our program for AIB, which has garnered prestigious accolades at the CCMA 2023 awards. This programme stands as testament to our dedication to nurturing talent and delivering top-tier service in the financial sector. Elizabeth Brown, a key leader within Uniquely, was awarded the 'Industry Manager of the Year' at the same ceremony. Elizabeth's leadership in the training programme has been pivotal. Her expertise and insight have significantly contributed to developing a curriculum that not only imparts essential skills but also aligns closely with the evolving needs of the financial services industry.

Expertise and Experience

Our team's vast experience, particularly in critical roles such as regulatory and compliance affairs, is a cornerstone of our success. Barry Rojack, Head of Regulatory, Risk, and Compliance, exemplifies this with his extensive background in legal advisory and key roles in risk and compliance. This ensures our alignment with regulatory standards and exemplifies our commitment to maintaining the highest compliance levels.

Uniquely & Topaz: A Case Study in Transformation

Our partnership with Topaz demonstrates our ability to address complex challenges in credit and collections. Implementing an AI-driven credit vetting system and a unified collections strategy, we significantly enhanced operational efficiency and customer satisfaction. Our customer-centric approach and sophisticated data management techniques led to substantial improvements in bad debt reduction, DSO, and NPS scores. For Topaz, we achieved a 40% reduction in bad debts, a 15-day decrease in DSO, and a remarkable increase in the NPS score from -7% to 64%.

Technological Advancements

Leveraging technology like 8x8, we introduced innovative solutions such as real-time analytics and automated billing support, enhancing both operational efficiency and customer experience. The integration of loyalty programmes with collections processes further demonstrates our innovative approach to customer engagement.

Future-Proofing Financial Services

At Uniquely, our vision is to continuously innovate and adapt, ensuring that our financial services offerings remain at the forefront of industry developments. Our commitment to excellence, combined with our strategic approach and technological innovation, uniquely positions us to lead in the financial services sector.