Menu

Let's talk ->
Fintech CX Outsourcing

Financial services that balance trust and speed

Outsource the parts of your business that slow you down and scale the ones that move you forward.

Build Your Support Team
Example Eyebrow

From KYC and compliance workflows to fraud detection and multilingual support, Horatio helps leading fintech, crypto, lending, and payment companies deliver fast and secure service at scale, while staying compliant.

90%

CSAT Score

93%

QA Score

93%

Compliance Score

Support solutions tailored for fintech and financial platforms

From identity verification to chargeback resolution, our teams handle the workflows that drive compliance, reduce risk, and improve CX.

Fraud Prevention & Risk Monitoring

Fraud Prevention & Risk Monitoring

Protect your platform and users from evolving threats. We monitor suspicious activity, review alerts, and enforce risk thresholds to reduce chargebacks, account takeovers, and fraud-related losses.

  • Transaction and behavior monitoring
  • Chargeback triage and investigation
  • Suspicious activity alerts and escalation
  • Promo abuse and referral fraud reviews

Certified to protect what matters most

Horatio is SOC 2 Type II, PCI DSS, and HIPAA compliant, and operates out of secure, restricted-access office zones. Our workflows are audit-ready, regulator-aligned, and built for platforms that deal in sensitive financial data.

A partner built for regulated speedA partner built for regulated speed

With Horatio, you get more than a vendor. You get a partner trained in compliance, empowered by tech, and built for fintech growth.

Secure support that moves fast

Launch in weeks with compliant, trained teams that match your platform’s voice and values.

Retention over turnover

With annual attrition under 2%, your team stays consistent, ensuring fewer errors, better insights, and deeper platform knowledge.

Data visibility from day one

Get full transparency through real-time dashboards, performance metrics, and QA scores aligned with your KPIs.

Secure support that moves fast
Secure support that moves fast

Coverage when it counts

Our nearshore teams provide extended and 24/7 coverage to ensure your users always feel supported.

More than just agents

Your program is backed by trainers, QA analysts, workforce managers, and a client services team obsessed with accuracy, growth, and compliance.

Seamless system integration

We work within your existing tech stack, from CRMs to fraud tools, configuring workflows and tags that drive efficiency, clean data flow, and better decision-making across teams.

Supporting the teams behind your transactions

In financial services, precision and accountability are everything. That’s why we invest heavily in training, well-being, and retention to ensure your support team is ready for high-stakes, high-compliance work.

01

Finance-ready training

Agents are trained in AML, KYC, data protection, and platform-specific workflows to ensure secure, consistent handling of sensitive issues.

Finance-ready training
02

Workforce wellness and stability

We rotate sensitive roles, monitor task load, and maintain low attrition, just 2% annually in financial programs.

Workforce wellness and stability
03

Real-time coaching and QA

Performance is monitored daily, with QA teams, trainers, and team leads providing continuous feedback and development.

Real-time coaching and QA
04

Client access and transparency

You're always welcome at our secure nearshore offices in the Dominican Republic or Colombia to meet your team and see your program in action.

Client access and transparency
05

Continuous skill development

Ongoing training programs and upskilling initiatives keep our teams sharp, adaptive, and aligned with evolving client needs. Through regular coaching and professional development, our agents stay up to date with new tools, workflows, and best practices.

Continuous skill development
Hear it from our clients

Don’t just take our word for it

“It impresses me every day how well our team really understands what we're building and what we're doing and how to best serve our community. My only regret is not working with Horatio earlier.”

Cate Marques

Chief Experience Officer

“Our experience with Horatio has been nothing short of amazing. Our business actually is very involved. There is a lot of industry specific knowledge for the roles that they have here. So they've adapted very well. The customer service is outstanding.”

Justin Zemaitis

Co-Founder and Chief Insurance Officer

“The best part about working with Horatio is that they’re not just a vendor. They focus on being a strategic partner in every aspect of your business; the future of BPOs. Long gone are the days where contact centers are cost centers. Horatio turns a contact center into a profit center.”

Jarvous Freeman

Vice President of Operations

1 of 3

Case Studies

Proven results for fintech and financial services

From reducing chargebacks to boosting CSAT, explore real stories from companies who scaled smartly with Horatio.

Quality assurance strategies & customer experience trends

Stay ahead of the curve with expert insights on QA best practices, emerging CX trends, and performance metrics that scale with your business.

Help & Support

Frequently Asked Questions

Have questions about outsourcing customer support with Horatio? Here are answers to some of the most common questions from companies exploring CX outsourcing.

Horatio

Ready to build secure, scalable fintech operations?

Whether you’re launching a new product or scaling into new markets, Horatio’s financial services teams help you deliver high-quality, compliant support every step of the way. Let’s talk about your support needs.

Let's Talk