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Committed to optimum performance.

We have always made significant capital investments in our operational infrastructure to ensure that the unique needs of our clients are well served - today and far into the future.

1,500,000+

total customer care inquiries served annually

99.999% uptime

annual average on banking portals

500,000

live-agent customer inquiries served annually


Flawless delivery of customized solutions is predicated on one thing: flawless operations.

The provision of private-label banking and technology solutions is a highly complex business model that leaves no margin for error. Every financial solution we provide is unique, requiring that every user touch point be just as unique. The driving force behind our success is a sophisticated three-tier information architecture that is replicated across multiple data centers. This agile platform of web-based technologies, databases, firewalls, and licensed and proprietary software has been meticulously designed to meet the distinct business needs of each client and, ultimately, their customers. At the helm of this data operating system are financial service professionals – bankers, technologists, strategists, customer care representatives and countless others – each held to regulatory best practices and fully committed to service excellence.

Locations

Operations and service delivery are distributed throughout 12 office locations within the U.S. and Asia.

Locations Map Kent Sioux Falls Minneapolis Chicago Wilmington Warminster Crofton New York Corte Madera Tampa Orlando Taguig City

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Business Continuity

Planning for the unknown is a challenge to any business. For us, it’s essential. Our team of Business Continuity and Information Security specialists continually works to identify potential operational threats and assess the impact to business operations those threats, if realized, might cause. Far exceeding industry standards, this dedicated team conducts an average of 25 system and process tests each year inclusive of both critical and non-critical functionality such as data backup and recovery; mission critical systems; financial and operational assessments; alternative communications with customers, employees, and regulators; alternate physical location of employees; critical supplier, contractor, bank and counter-party impact; and regulatory reporting. To reinforce these internal assessments, expert third-party business continuity and information security testing is regularly conducted. We’ve put these mitigating systems and processes in place to help ensure that, when confronted with adverse events, our operations will remain resilient.

Customer Care

While a singular model of Customer Care supports most traditional businesses, the business of private-label banking is far more complex. Our Customer Care model must support the varied needs of more than 200 affinity clients and, ultimately, their 425,000 customers. At the center of this customization are highly-specialized data centers, which serve as the central conduit to all Customer Care touch points. Whether written, verbal, or digital, every customer experience is meticulously designed to reflect the specifications of each client. Customer Care training for internal representatives consists of an extensive 250+ hour program to ensure that all representatives are exceptionally familiar with every nuance of each client’s business and their customer base. Customer inquiries are supported through telephone, email and automated voice response unit (VRU), the latter serving nearly one million self-service callers annually.  

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