mortgage lenders and servicers in the US
AI promised it. Our operations deliver it.
Our banking and financial services customers are seeing the value of AI-native operations improve CSAT scores and reduce costs, not just slide decks. Governed, compliant, and intelligent.
12 of Top 20
7 of Top 10
credit card issuers in the US
3 of Top 6
retail banks in the UK
NelsonHall
Leader — GenAI & Process Automation in Banking, NEAT 2025
HFS Research
Horizon 3 Market Leader — Best Service Providers for Mortgage Reinvention
Everest Group
Star Performer & Major Contender — Financial Crime and Compliance (FCC) Operations, PEAK Matrix®
Everest Group
Leader & Star Performer — Banking Operations Services, PEAK Matrix® Assessment
ISG
Leader — Generative AI Services, ISG Provider Lens®
WHY THIS MATTERS
Every bank's P&L is under structural siege
AI investment gaps, rising fraud losses, surging credit stress, and compounding compliance obligations are reshaping operating economics simultaneously, with no single pressure close to peaking.
AI Returns
4 out of 50
see RoI on AI use cases
Despite enormous investments, the gap between AI ambition and operational outcomes is the defining challenge for banking leaders today.
Evident AI Index 2025, Deloitte, Banking and Capital Markets Outlook
Fraud Surge
$33.41B
global payment fraud losses
US accounts for 41.87% of global losses, despite generating just 26% of total card volume. Investigation capacity can't keep up with the compounding increase.
Nilson Report, Card Fraud Losses Worldwide, January 2026
CREDIT STRESS
1.73M
vehicles were repossessed
In the US, auto loan defaults exceeded 2.3M. Collections operations built for a lower delinquency environment are now carrying structural backlogs that erode recovery rates.
Federal Reserve Board, Rising Auto Loan Delinquencies, September 2024
Recovery Volume
$2.2T
mortgage originations
Volume recovery is compressing origination capacity, hurting pull-through rates and lock revenue for lenders that ran lean and now face ramp-up timelines they cannot absorb.
Mortgage Bankers Association, Mortgage Finance Forecast, October 2025
APP EXPOSURE
£14.4B
cost of fraud
UK's high fraud rates prompted the government to publish a new Fraud Strategy, and commit £250M to combat it. Institutions without rapid auditable investigation carry direct P&L liability.
UK Government, Fraud Strategy 2026–2029, March 2026
Compliance Cost
5%
budget increase
Global banking and risk and compliance budgets are projected to increase, continuing to pressure operating cost ratios at a time when revenue growth is moderating.
How Banks Can Boost Productivity, McKinsey & Company, March 2025
PROVEN OUTCOMES
Our teams continue to deliver, despite market pressures
Intelligence embedded into operations drives higher engagement, stronger recovery performance, lower costs, and more efficient delivery.
75%
customer engagement
A leading UK bank faced surging collections volume, and our first-party digital platform delivered a 91% customer response rate in 24 hours. No added headcount, just efficiency.
20%
improved collection rates
An auto lender transitioned to an integrated multichannel engagement, delivering improved collections and 45% workforce reductions, achieving cost savings.
60%
cost-to-collect reduction
A re-imagined, digital collections transformation for a Fintech platform outperformed the control group by 21%. A significant portion of interactions were handled autonomously by AI agents, with sustained quality.
87%
reduction in FTEs with digital
One of the banks in the US leveraged our AI copilots and smart segmentation to scale performance and maintain recovery outcomes, without dropping quality for a roll-back balance portfolio.
Deep Domain Solutions
Built for every point the P&L breaks
We run operations mapped to where your P&L leaks, not organized around our delivery structure.
Core banking
We provide account servicing, working capital finance, payments, economic crime, and customer service for retail and commercial banks. Our AI-native tooling and operations team commit to savings for institutions that cannot wait for a platform replacement to begin producing results.
Learn more
Cards and payments
Our operations team manages full-lifecycle card operations from acquisition through dispute resolution and digital collections, with fraud management and scheme compliance built in. We cover chargebacks, APP scams, and merchant services.
Learn more
Consumer lending
From origination support and core servicing to digital-first collections for auto, personal, and HELOC portfolios, we cover the extended operational portfolio. Multichannel self-serve options, thousands of account segments, and other programs deliver outcomes.
Learn more
Commercial lending
We support KYC, AML, credit analysis, invoice discounting, and working capital finance operations for commercial banks and fintechs. Our customers see faster onboarding, annual compliance savings, and payment accuracy from commercial engagements.
Learn more
Mortgage services
We cover the full-lifecycle of mortgage operations from lead capture to default recovery, serving some of the largest US mortgage lenders and servicers. We provide GenAI underwriting support, and service millions of loans globally. *Mortgage services in the US are provided by Sourcepoint.
Learn more
CLIENT SPOTLIGHT
AI automation replaced complaint-generating manual collections
A global BNPL solution provider moved from a predominantly manual collections operation to an AI-enabled digital engagement model. Firstsource helped transform the customer journey through intelligent automation and digital-first servicing, improving efficiency and scalability while maintaining a strong customer experience.
The program automated more than 70% of customer interactions and generated only 8 valid complaints across more than 155,000 accounts over 9 months.
The program automated more than 70% of customer interactions and generated only 8 valid complaints across more than 155,000 accounts over 9 months.
70%
AI-automated interactions
WHO WE SERVE
Intelligence operators that span every banking model
Whether you are member-owned, scale-driven, or built for speed, we shape banking operations around how you run, not how everyone else does.
Banks
Banking operations: engineered for scale
We handle the high-volume work that keeps retail and commercial banks moving, across onboarding, servicing, lending, payments, and collections, using agentic orchestration and real-time reporting to speed cycle times, sharpen risk decisions, and lower cost-to-serve.
Credit Unions
Powering every member relationship
Across all the moments that matter — joining, banking, and borrowing — we run the deposits, payments, cards, and service interactions that make membership effortless, using personalization and segmentation to keep every touchpoint fast, consistent, and personal.
Fintech
Reliability that always-on fintechs and payment platforms need
We run the high-volume, always-on work behind payment processors and fintechs, across onboarding, transaction servicing, disputes, and real-time payments, using agentic automation and advanced intelligence to keep processing fast, resilient, and compliant at every transaction.
Building societies
Member lending, FCA-ready by design
We support building societies across the mortgage and savings lifecycle, from origination and underwriting to servicing and collections, blending FCA-compliant delivery with AI-led automation to speed time to offer, sharpen risk decisions, and protect the member relationship.
Independent Mortgage Banks
Mortgage operational backbone, operated end-to-end
We run the full mortgage lifecycle for independent lenders, across origination, underwriting, title, servicing, and collections, blending compliant delivery with automation and advanced analytics to cut cost per application and shorten time to offer.
CUSTOMER STORY
Annual savings of $2M for a US mortgage servicer
A leading US mortgage company processing massive volumes of loans needed to modernize a complex, document-heavy loan fulfillment operation. Manual processes and operational complexity were constraining growth.
Sourcepoint, a Firstsource company, redesigned the operation to improve efficiency, increase throughput, and strengthen performance management. The program scaled to more than 9 million customer interactions analyzed, and maintained rigorous accountability.
Sourcepoint, a Firstsource company, redesigned the operation to improve efficiency, increase throughput, and strengthen performance management. The program scaled to more than 9 million customer interactions analyzed, and maintained rigorous accountability.
How Firstsource Delivers
Unlock the operating system that compounds outcomes
Explore Kairos, the operating system that turns your tacit knowledge into a durable intelligence asset that delivers across customer experience, middle-office processing, and back-office operations.
Transform
Reimagine your financial services operating model, the workforce, and the commercial construct. It must be built for the agentic era, not bolted onto the existing playbook.
Implement
The intelligence must be built into the operations and systems. Decision engines, governance, and agentic systems are wired into production systems.
Operate
We underwrite and own the outcomes. A human-plus-AI workforce stands behind the numbers, getting smarter with every decision.
TECH ENABLED
Rearchitect banking operations for AI
We turn the AI projections on slideware into durable outcomes across your tech stack: designed and engineered to run with you and for you.
Architect in compliance
The AI-native approach to transforming banking operations builds compliance into every workflow and interaction across the value chain. We ensure alignment to compliance, regulatory requirements, AI guardrails, and fair practices guidelines across all the geographies we serve.
Decision traceability
The systems, platforms, and copilots are built to sustain any audit scrutiny.
Progressive Trust
Our workflows are built to work alongside humans—in the loop and on the loop.
CLIENT SPOTLIGHT
Cost savings of 55% across three service lines
A large building society in the UK needed to modernize 3 service lines: banking operations, economic crime prevention, and specialist member services.
For them, we deployed AI to design and upgrade scalable workflows across the value chain. NPS improved by ~8 points. Headcount reduced by 30%.
For them, we deployed AI to design and upgrade scalable workflows across the value chain. NPS improved by ~8 points. Headcount reduced by 30%.
30%
reduction in TAT
RECOGNITION & AWARDS
Consistent performance wins recognition
Learn more
Everest Group PEAK Matrix®
Leader 2025 – Banking Operations Services
Everest Group PEAK Matrix®
Star Performer 2025 – Banking Operations Services
NelsonHall NEAT
Leader 2025 – GenAI & Process Automation in Banking
Avasant RadarView™
Leader 2025 – Mortgage Business Process Transformation
HFS Horizons
Horizon 3 Market Leader 2025 – The Best Service Providers for Mortgage Reinvention
PROVEN capabilities
The operating layer beneath every outcome
Horizontal services are applied consistently across every loan, account, and customer interaction. They are embedded within every solution, not layered on top of it.
Turn operational pain points into committed outcomes
We redesign operating models, assess AI readiness, benchmark against digital-native peers, and build transformation roadmaps grounded in real banking operations delivery. Every discovery engagement ends with a business case and committed savings targets before a contract is signed. We take accountability for the outcome, not only the analysis. We also provide right-shore design, compliance platform selection, and integration guidance, with TRID, FCA, and FinCEN obligations factored into every recommendation.
Every interaction measured, managed, and improved
We provide omnichannel service, complaints handling, and digital engagement for banking and lending clients, with every call reviewed rather than sampled. AI coaching gives agents real-time performance insights, and sentiment analysis drives the next best action in the moment. FCA Consumer Duty and CFPB obligations are embedded in every engagement from day one. We also handle bereavement processing and regulatory escalations as part of the standard scope.
Back-office throughput without the manual cost
We provide document processing, reconciliation, quality audit, and regulatory reporting at compliance grade. ILM, Firstsource's ML-powered document processing engine, increases productivity by 40% while maintaining accuracy above 99% across banking and mortgage document types. The same approach supports mortgage, cards, commercial lending, and core banking, removing the manual throughput that inflates cost to serve without improving customer or compliance outcomes.
AI-native solutions that run, not just demonstrate
We provide digital engineering, AI workflow automation, agentic deployment, and platform integration across the full banking technology stack. Kairos OS powers every agentic operation we run for banking clients, with domain harness guardrails for TRID, RESPA, FCA, and AML encoded into the platform and governance carried through every deployment. The progressive trust model moves from human in the loop for high-stakes compliance decisions, to human on the loop for monitored workflows, and finally to autonomous operation for validated, repeatable tasks. This ensures every deployment earns trust before it operates independently.
Collections that protect the customer and your P&L
We provide digital-first recovery from early arrears through legal collections across auto, cards, personal lending, and mortgage. The portfolio spans a $4.8B annual collections inventory and 41M unique customers, with agentic AI delivering a 31% liquidation lift and enabling 92% of borrowers to self-serve their payments. Contact strategies remain CFPB- and FCA-compliant across every channel, and borrowers are five to ten times less likely to complain than under voice-led approaches.
Training data for LLM agents that must pass audits, not just benchmarks
The training data behind banking AI has to withstand regulatory scrutiny, not just perform well on benchmarks. Firstsource Data Services builds FinCrime, credit, mortgage, and compliance datasets authored by credentialed financial experts, CFA charterholders, credit analysts, AML practitioners, and compliance specialists. Every dataset is built against the framework under which it will be examined, with bias audit trails and data lineage generated for every model version. The result is BFS AI that ships faster and stands up when examiners ask how the model was trained.
PROVEN OUTCOMES
We own the operations and the results
We don't open with benchmarks. We set them. We run the operations behind them.
78%
AHT reduction
We deployed intelligent automation for end-to-end refund payment processing for a UK bank. We owned the lifecycle, validating requests, creating payment batches, and producing consolidated status reports.
99.9%
TAT compliance
Across card fraud operations for a major UK retail and commercial bank, we maintained 99.9% compliance on turn-around time target. Average handling time reduced 33.3%, with no quality degradation.
35%
cost reduction
We transformed core banking, business banking, and cards operations for a US banking platform, unlocking $9M in incremental value and improving utilization by 20%.
WHY FIRSTSOURCE WINS
What teams try. What actually closes the gap.
The gap between how banks approach operations transformation and what produces a measurable result in the P&L.
WHAT TEAMS TRY
WHY IT FAILS
WHAT CHANGES WITH FIRSTSOURCE
Hire a consulting firm
Recommendations without implementation. Roadmaps handed to an operations team that did not design them and cannot run them.
Transform, implement, and operate under one contract and one outcome commitment that is made upfront, not projected at the end.
Buy AI tools
AI tools require domain configuration, change management, and compliance guardrails. Only 4 of 50 banks globally reported realized ROI from AI in 2025.
Domain Harness provides TRID, RESPA, FCA, and AML guardrails pre-encoded. AI that operates within compliance boundaries from day one, governance built in.
Offshore headcount
Offshoring without reengineering the process moves the cost, not the problem. Quality scores drop and re-onshore risk rises within 24 months.
Right-shore model with TOM redesign, process automation, and committed quality standards.
Negotiate a lower BPO rate
Unit cost reduction without process improvement. Fewer people doing the same manual process produces lower quality and the same unit economics.
Outcomes-linked commercial model. Savings committed before the engagement starts.
TRUST & COMPLIANCE
Compliance built into operations, not bolted on
We operate within compliance and regulatory frameworks, built in from the start of every engagement, not audited at the end. Below is a preview of some of the requirements we have already built-into your operations.
CFPB 12 CFR 1024.41
SAFE Act / NMLS
TRID — TILA-RESPA
Bank Secrecy Act / FinCEN AML reporting
RESPA Section 8
FCA MCOB and Consumer Duty
FDCPA
.svg?tr=f-auto)
UK PSR APP Fraud Reimbursement Rules
Certifications
SOC 2 Type II
ISO 27001
ISO 27701
PCI DSS
HIPAA
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
CONTACT US
The exposure is compounding. So is the urgency to transform.
A diagnostic and an operating model review — with outcomes benchmarked before any commitment is made.
- Diagnosed by operators who have run deposits, mortgage, cards, fraud, and collections for institutions at your scale.
- Built around your regulatory obligations, delivery geography, and P&L priorities — not a generic transformation framework.
- Outcomes committed upfront. Not projected at the end.