As of November 2026, CXBPO, TSI's customer experience and business process outsourcing line, runs customer care, back-office processing and early-stage collections for banks, credit unions, lenders, fintechs and insurers, in your name. Every call is scored for quality and compliance, client data stays in TSI's U.S. data centers, and TSI is licensed or registered in every state that requires it.
Results vary by program, volume and channel mix.
- SOC 2 Type II attestation reportUnder NDA
- PCI DSS 4.0, Service Provider Level 1Under NDA
- LicensingNMLS 950422
- Call scoresEvery call
- Service level84%
- Complaints this month2, both root-caused
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
Your vendor is part of your exam
When a bank or lender hands customer contact to a vendor, the risk stays with the bank. The federal banking agencies' 2023 third-party risk guidance expects you to vet the provider before you sign and keep watching it after, in proportion to how much the work matters to your customers.
Insurers carry the same weight with their state regulators and, for health plans, their CMS contracts. A missed disclosure on a premium call, or a policyholder file opened by someone who shouldn't see it, lands on your desk.
So before you ask a BPO what it costs, ask it to show you how your examiners would see every call.
What CXBPO runs for financial institutions and insurers
Account servicing
Balance and payment questions, account changes, payoff requests, autopay setup and statement questions for card, auto, installment and deposit customers.
Verification and back office
Document and identity verification, application and enrollment processing, address changes and correspondence queues, scored on the same scorecard as calls.
Policyholder and member service
Billing and premium questions, ID card and document requests, enrollment and renewal support for insurers and health plans. Licensed-producer work, such as quoting or advice on coverage, stays with your team.
Early-stage collections in your name
First-party past-due calls and payment arrangements handled by agents trained on the FDCPA, Regulation F and the TCPA, under your rules and your brand.
Payments taken securely
Card and bank payments taken under TSI's PCI DSS 4.0 Service Provider Level 1 program.
Overflow and seasonal peaks
Extra trained agents for rate changes, open enrollment and system conversions, planned backward from the date.
The controls your examiners ask about
| What they ask | What TSI provides |
|---|---|
| Who sees customer data? | Role-based access, client data stored in TSI's U.S. data centers, and handling of nonpublic personal information under the GLBA Safeguards Rule |
| How are calls checked? | Every call scored for quality and compliance by Ripple, TSI's real-time compliance and quality monitoring tool, plus reviews by a quality team outside operations |
| What security assessments exist? | SOC 1 Type II and SOC 2 Type II attestation reports and a PCI DSS 4.0 Service Provider Level 1 assessment, shared under NDA (see the trust page) |
| Is the vendor licensed? | TSI is licensed or registered in every state that requires it and authorized to collect in all 50 states, DC and Puerto Rico (NMLS 950422) |
| How are complaints handled? | Complaints logged, routed and root-caused, with trends in your reports |
| Can we audit? | On-site or remote audits, with recordings, scores and coaching records for any sample you pick |
How a program starts
Map the contacts and the rules
We go through your call types, volumes, systems and the rules that apply to each: privacy, payment, collection and any state insurance requirements.
Build your due diligence file
You get the security assessments, policies, licensing and insurance documents your third-party risk team needs before you sign.
Train and test on your rules
Agents learn your products, scripts and disclosures, pass stage-gate exams and start in a supervised nesting area.
Go live on one queue
Start with one product line or queue, compare quality, complaints and service level against your in-house team, then expand.
Where the agents sit
You pick the delivery model for each program: U.S. sites, U.S. work at home, nearshore, offshore or a blend. Programs whose contracts or policies require U.S.-only staff stay onshore. Onshore, nearshore and offshore contact centers compares the options.
When accounts go past the early stage, TSI's Accounts Receivable Management teams take third-party collection and legal recovery, and premium collections for insurers cover terminated employer groups and members.
General information, current as of November 2026. It isn't legal advice. Rules change and differ by state, so check the sources linked here and talk to your own counsel before you act on it.
The company behind the work
Questions buyers ask
What is insurance BPO?
Insurance BPO is outsourcing insurer and health plan work, such as policyholder service, billing and premium calls, verification, enrollment and back-office processing, to an outside provider that works in the insurer's name.
What is financial services BPO?
Financial services BPO is outsourcing customer care and back-office work for banks, credit unions, lenders and fintechs: account servicing, payment questions, verification and early-stage collections, done in the institution's name under its rules.
What should a bank check before outsourcing its call center?
Ask for the provider's security assessments, its licensing, how it scores calls, who reviews quality, where agents sit, where data is stored and how you can audit. The 2023 interagency third-party risk guidance lists what examiners expect you to cover.
Can a BPO handle collections for our bank in our name?
Yes. CXBPO runs first-party collections in your name with agents trained on the FDCPA, Regulation F and the TCPA. Accounts that go to third-party collection move to TSI's Accounts Receivable Management teams.
Do your agents sell insurance?
No. CXBPO handles service, verification, billing and payment contacts. Licensed-producer work stays with the insurer.
Where is our customer data stored?
In TSI's U.S. data centers. Agents outside the U.S., on programs that allow them, work through TSI-controlled desktops.
Bring us one queue
Pick the product line or queue you'd move first. We'll map the contacts, the rules and the controls, and send you the due diligence documents your risk team will ask for.
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
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Paying a bill or have a question about your account? Go to the Consumer Support Hub.