Fintech support is different: identity verification, account access, disputes/chargebacks, and sensitive data handling. That makes security and process discipline non-negotiable.
PCI DSS is designed for entities handling cardholder data, and ISO 27001 defines ISMS requirements for broader information security governance.
Elevate Holding positions itself around secure, scalable operations and highlights PCI DSS + ISO 27001 as trust signals.
Must-have fintech workflows
- KYC/verification steps (consistent scripts + audit trails)
- Dispute/chargeback triage with clear case categories
- Fraud escalation matrix
- Secure handling of recordings, logs, and CRM notes
KPIs that matter in fintech
- First response time
- Resolution time
- Reopen rate
- QA critical error rate
- CSAT
- Dispute cycle time
What to ask an outsourcing partner
- Security scope and evidence pack
- Call recording controls and redaction approach
- Access governance (RBAC, logging)
- Incident response playbooks