- Industries
Banking CX Built for Trust, Control, and Compliance.
Financial institutions choose Nakama Tech when customer experience must scale without compromising security, governance, or regulatory confidence.
From inbound service and transaction support to KYC campaigns and collections, we operate CX environments designed for high scrutiny, sensitive data, and zero-tolerance for failure.
CX Challenges for
Banking and Fintech
Growth introduces exposure. More customers, more interactions, more data — and more ways to fail audits.
We deliver governance-first CX operations with strict access controls, secure infrastructure, and audit-ready reporting.
This allows CX teams to scale while compliance, risk, and security teams remain confident.
Slow responses in financial services don’t just frustrate customers — they erode confidence.
Our trained agents handle account enquiries, transaction verification, and complaints efficiently, supported by real-time SLA monitoring.
Customers get timely answers, and service levels stay predictable.
Regulatory initiatives often arrive in spikes. Internal teams struggle to absorb volume without service degradation.
We support time-sensitive outbound campaigns such as KYC remediation, dormant account reactivation, and collections. Capacity scales quickly, and execution stays compliant.
In regulated environments, performance must be provable.
We provide structured reporting, SLA dashboards, and governance routines that give leaders full transparency across quality, compliance, and outcomes.
What We Deliver
Our Differentiators
in Banking and Fintech CX
ISO 9001 & ISO 27001 certified infrastructure.
Banking-trained CX agents.
Secure physical and digital controls.
Compliance-first delivery model built for regulated sectors.
Real-time SLA and performance reporting.
Proven ability to scale regulated campaigns quickly.
Featured Case Study:
GT Bank
Compliance Without Compromise
GT Bank Kenya — part of Guaranty Trust Holding Company — was experiencing rising customer service demand across voice and digital channels while operating under strict regulatory and data-privacy requirements.
Internal capacity constraints made it difficult to scale CX quickly, particularly for time-sensitive initiatives such as KYC remediation and debt collection, without increasing risk or overhead.
Partnering with Nakama Tech enabled GT Bank Kenya to deploy a fully outsourced, compliance-ready contact centre, improving customer experience while maintaining full regulatory confidence.
What We Delivered
- Inbound and outbound workflows configured specifically for regulated use cases such as KYC remediation and collections
- Segregated handling paths for sensitive customer interactions to reduce risk and error
- ISO-aligned delivery environment with controlled data access
- Supervisor-controlled QA routines ensuring policy adherence and consistent customer treatment
- Evidence-grade reporting supporting internal governance, audit, and regulator-facing requirements
Why This Matters
In financial services, customer experience failures quickly become trust failures. Speed alone is not enough — every interaction must be secure, compliant, and accountable.
Nakama enables banks and fintechs to scale CX operations while preserving governance discipline, giving regulators, risk teams, and customers confidence at the same time.
Results at a Glance
Increase in CSAT
Improvement in FCR
Faster Response Times
Regulatory Compliance
Zero audit flags or data-security breaches.
Lower Cost-to-Serve
“Nakama Tech helped us elevate the customer experience. With their support, we’ve achieved a consistent, multichannel presence that meets our growing customer needs in real-time.”-
CX Manager
Frequently
Asked
Questions
Do you operate under banking and data-privacy regulations?
Can you support regulated outbound campaigns?
How do you ensure audit readiness?
Customer experience that regulators and customers both trust.
Let’s scale your CX operation with governance, security, and full operational visibility built in.
