Fiserv, Inc. (FISV), a leading global provider of financial services technology solutions, has opened its third Contact and Servicing Center, expanding its business process outsourcing capacity by 22 percent into Lake Mary, Fla. to meet the growing demand of automotive lenders and financial institutions for customer care, collateral management and back office functions.
Fiserv has provided comprehensive BPO services to reduce clients’ operational costs for almost 30 years from Amherst, N.Y. Today, the Contact and Servicing Centers in Amherst and Lake Mary are the human touch points for more than one million accounts and even more borrowers, handling more than 1.7 million inbound and outbound calls annually. Multiple locations also better support business continuity planning.
“As regulatory and technology landscapes continue to change, successful businesses are focusing on their core competencies and engaging a trusted partner to handle both routine interactions and functions and more comprehensive business continuity support,” said Steve Bissett, vice president, Client Services, Lending Solutions, Fiserv. “By providing a layer of operational coverage, Fiserv enables its clients to focus on growth strategies, planning for how to better serve the borrowers of today and the needs of borrowers in the future.”
In 2016, Fiserv expanded its first Contact and Servicing Center from one location to two. In addition, the facilities began supporting webchat and can accommodate seven languages to more conveniently meet borrowers where they prefer to do business in the language they natively speak.
The Contact and Servicing Center also provides deposit and conversion support to financial institutions, processing more than 4.7 million lockbox payments in 2016.