Financial Services Outsourcing

Last updated: November 11, 2026

Banks, payment and e-money institutions, fintechs, insurers and investment firms run large operational back offices: customer support, KYC and onboarding checks, transaction monitoring support, card and dispute operations, collections and reporting. Regulators expect these processes to be controlled, documented and auditable, whoever performs them. 360 Soft builds dedicated operations teams for financial services companies in Istanbul, designed around outsourcing rules, data secrecy and clear lines of responsibility.

This page covers who the service suits, the problems specific to financial services, which tasks can be outsourced, a typical team structure, the regulatory framework, working and contract models, process steps, KPIs, pricing factors, a comparison, risks and a vendor checklist. If you also need software for identity verification and screening, see our KYC and AML compliance software page.

Who is it for?

The service is built for regulated and fast-growing financial companies:

Payment and e-money institutions that need customer support, onboarding and dispute operations.
Fintechs and neobanks scaling user numbers faster than their operations teams.
Banks and their subsidiaries looking for support capacity for non-core operational processes.
Insurers and brokers with policy administration and claims intake workloads.
Investment and crypto-asset firms that need onboarding, support and document checks in several languages.

Problems specific to the financial sector

Financial operations teams face a particular combination of pressures:

Onboarding queues grow with marketing campaigns, and slow KYC checks lose customers.
Transaction monitoring alerts pile up and false positives consume analyst time.
Chargebacks and disputes have strict scheme deadlines.
Regulators require documented controls, audit trails and outsourcing oversight.
Customer and transaction data is subject to secrecy rules beyond general data protection.
Support must be available in several languages and outside business hours.

Which tasks can be outsourced in financial services?

Supporting operational tasks can be outsourced; decisions that the law reserves for the licensed institution, such as final risk decisions, suspicious transaction reporting and credit approvals, stay with you.

Area	Typical tasks	Technology / tools
Customer support	Account, card and payment queries via chat, email and phone	Zendesk, Salesforce, telephony, core banking front-ends
KYC and onboarding checks	Document checks, data validation, liveness review queues, refer-to-compliance	KYC platforms, screening tools, your back office
AML alert pre-review	First-level review of monitoring and screening alerts, case documentation	Transaction monitoring and screening systems
Cards and disputes	Chargeback documentation, dispute deadlines, card operations	Card management systems, scheme portals
Collections support	Payment reminders, arrangements within your policy	Collections software, dialler
Insurance operations	Policy administration, claims intake and documentation	Policy admin systems
Reporting and data	Operational dashboards, regulatory report preparation support	Excel, Power BI, SQL

Typical team structure by role

Role	Responsibility	Required skills
Customer support agent	Account and payment queries	Financial product knowledge, languages
KYC analyst	Document and data checks, escalations	Attention to detail, document fraud awareness
AML alert analyst	First-level alert review and documentation	AML basics, investigative writing
Disputes specialist	Chargebacks and scheme deadlines	Card scheme rules
Collections agent	Reminders and arrangements	Policy compliance, communication
Quality and controls analyst	Sampling, control testing, audit evidence	Control frameworks
Team lead	Planning, escalations, reporting to your oversight function	Financial operations experience

Regulatory framework

From Turkey the team works within Turkish rules: the BDDK regulation on banks procurement of support services, customer secrecy under Banking Law No. 5411, Law No. 6493 on payment and e-money institutions overseen by the Central Bank, AML obligations under Law No. 5549 and MASAK rules, Capital Markets Board (SPK) rules for investment firms, and KVKK for personal data.

For your institution the outsourcing and secrecy rules of your regulator apply as well, for example the EBA Guidelines on outsourcing and DORA in the EU, FCA and PRA outsourcing rules in the UK, and the outsourcing regulations of SAMA in Saudi Arabia and the Central Bank of the UAE. These typically require a risk assessment, a written agreement, audit and access rights, business continuity and exit plans. We support your outsourcing assessment with documentation; regulatory responsibility stays with the licensed institution and its counsel.

Working models

Model	How it works	When it fits in financial services
Remote	The team works from our Istanbul office or secure home setups with access to your systems via VPN or VDI	Customer support, KYC checks, alert pre-review, disputes, reporting
On-site	Team members work at your premises under our supervision	When your regulator or policy requires work inside your premises
Hybrid	Remote day-to-day work with scheduled on-site days	Transition periods, audits, system migrations

Service model	Definition	Example
Dedicated team	Named people working only for you, led by our team lead	KYC and support team for a payment institution
Managed service	We own an agreed output with SLAs and reporting	All disputes documented before scheme deadlines
Project	Defined scope, deliverables and deadline	Clean-up of an alert or onboarding backlog
Capacity extension	Additional people for a defined period	Extra agents for a product launch or campaign

Legal note for staffed engagements

Contract note for international buyers. We work under a B2B service agreement governed by a clear statement of work: the output, the SLA, the reporting cadence and the exit terms are written down before the team starts. The agreement includes an NDA, an IP assignment clause (all work product, templates, data and documentation created for you belong to you), and, wherever personal data is processed, a GDPR data processing agreement (Art. 28) with the EU Standard Contractual Clauses for transfers to Turkey, or the UK IDTA/Addendum for UK controllers. On the Turkish side processing also follows KVKK (Law No. 6698), including its cross-border transfer rules. For regulated clients the agreement can include audit and access rights for you and your regulator, sub-outsourcing restrictions, business continuity provisions and an exit plan, in line with your outsourcing policy. Our people are employed by 360 Soft in Turkey, so payroll, social security and Turkish labour-law obligations stay with us; you buy a service, not employees.

Under Turkish law (Labour Law No. 4857) a service purchase has to be distinguished from subcontracting of core activities and from temporary agency work. We define the scope as an outcome-based service under our own supervision; for your side, your regulator outsourcing rules apply and should be confirmed by your compliance and legal teams.

Process steps and typical timelines

Step	Content	Typical duration
Discovery	Processes, volumes, systems, regulatory context	1 week
Outsourcing assessment support	Risk assessment inputs, data flows, control design	1–3 weeks
Proposal and contract	Scope, SLA, audit rights, NDA, DPA	1–2 weeks
Team selection and screening	Tests, interviews, background checks within legal limits	Typically 1–2 weeks
Access and training	System roles, procedures, AML and secrecy training	1–2 weeks
Ramp-up	Four-eyes review of decisions	2–4 weeks
Steady state	KPI and control reporting, monthly governance meeting	Ongoing

SLA and KPI examples

Area	KPI	Note
Customer support	First response time, resolution rate, CSAT	Per channel and language
KYC	Time to decision-ready file, rework rate	Final decision stays with you
AML alerts	Alerts reviewed within agreed time, documentation quality	Escalations to your MLRO or compliance team
Disputes	Cases submitted before scheme deadlines	Per scheme
Controls	Control test pass rate, open audit findings	Reported to your oversight function
Coverage	Staffed hours vs. plan	Critical for 7/24 support

Targets are agreed after a baseline period on your own data; we do not promise numbers before we have seen your processes.

Pricing factors

We do not publish standard prices. A quote is prepared after a discovery call, usually as a monthly fee per dedicated team member, an output-based fee, a hybrid model or a project fee. These factors drive it:

Factor	Effect
Volume	Tickets, onboarding files, alerts and disputes per month
Complexity	General support vs. KYC and AML work
Service hours	Business hours vs. 7/24
Languages	English, Arabic, German and other languages
Control requirements	Four-eyes reviews, audit evidence, on-site needs
Work location	Remote, on-site or hybrid

Financial Services Outsourcing — overview

Comparison: in-house, freelancer, outsourcing

Criterion	Your own staff	Freelancer	Outsourcing (360 Soft)
Time to start	Weeks to months of recruiting	Fast, availability varies	Typically 1–2 weeks
Scaling	Slow, fixed headcount	Possible, uneven quality	From 1 to 200+ people within one structure
Continuity	Depends on retention	Single point of failure	Replacement process included
Process documentation	Often informal	Rarely	SOPs and playbooks are part of the service
Management effort	All yours	High coordination effort	Team lead and reporting included
Data protection and control	Your own controls	Hard to enforce	NDA, DPA, access controls, audit trail

Risks and mitigations

Risk	Mitigation
Secrecy breach	Least-privilege access, managed devices, no local data, logged activity
Wrong KYC or alert outcome	Four-eyes checks, escalation thresholds, final decision with you
Regulatory non-compliance	Procedures aligned with your policies, control testing, audit rights
Deadline misses on disputes	Deadline tracking and daily reporting
Key-person dependency	SOPs, backup people, replacement process
Concentration and exit risk	Documented exit plan and handover

Security, GDPR/KVKK, NDA and intellectual property

Financial and personal data are protected by secrecy and data protection rules. Team members sign confidentiality undertakings, receive AML and data protection training, and work through individual, logged accounts with MFA on company-managed devices, with no local storage and restricted printing and downloads. Access is removed the same day someone leaves. Procedures, reports and documentation created for you are assigned to you, and confidentiality continues after the contract ends.

Vendor selection checklist

Does the vendor support your outsourcing risk assessment with documentation?
Are audit and access rights for you and your regulator included?
Are final decisions clearly reserved for the licensed institution?
Is a GDPR DPA with SCCs (or UK IDTA) offered, and is KVKK covered?
Are secrecy undertakings, training and background checks in place?
Are business continuity and exit plans documented?
Are KPIs and control results reported to your oversight function?
Is there a replacement process?

Illustrative scenario: support and KYC pre-checks at a payment institution

Illustrative scenario – not a client case. A payment institution launches a new card product and onboarding volumes jump. Its compliance team spends most of its time on incomplete applications. A possible setup: a remote team of KYC analysts checks documents and data, completes files and refers only decision-ready cases to compliance, while customer support agents answer application and card questions in English and Arabic with extended hours. A quality analyst runs four-eyes checks, and the team lead reports volumes, rework and escalations at a monthly governance meeting.

Frequently asked questions

Which tasks can financial institutions outsource?

Supporting operational tasks such as customer support, KYC and onboarding checks, first-level AML alert review, card and dispute operations, collections support, insurance operations and reporting.

Can we combine several tasks under one contract?

Yes. Support, KYC checks and disputes are often combined under one team lead with shared reporting.

How are customer secrecy and personal data protected?

Through confidentiality undertakings, training, individual logged access with MFA, managed devices without local storage, an NDA and a DPA reflecting GDPR, KVKK and your local rules.

Does the team make final KYC or AML decisions?

No. The team prepares and documents cases; final risk decisions, suspicious activity reports and approvals remain with your licensed staff.

Can the contract include audit rights for our regulator?

Yes. Audit and access rights for you and your regulator can be included, together with continuity and exit provisions.

Do you support EU and UK outsourcing requirements?

We provide documentation for your outsourcing assessment and align the contract with your policy. Compliance responsibility remains with your institution.

Can you provide support in Arabic for GCC customers?

Yes, we build teams with English, Arabic and other languages depending on your markets.

Do you offer 7/24 support?

Yes, shift-based teams can cover nights, weekends and holidays.

How quickly can a team start?

A typical start is 1–2 weeks after the scope and contract are agreed; regulated set-ups may need extra time for your internal approvals.

How is pricing determined?

By volume, complexity, hours, languages, control requirements and location. We quote after a discovery call.

Plan your financial operations team with us

Tell us your processes, volumes, regulator and hours and we will propose roles, controls, SLAs and a pricing model. Call or WhatsApp us on +90 850 335 10 87, write to info@360-soft.com, message us directly on WhatsApp, or use the form on our contact page. 360 Soft Marketing Yazılım ve Danışmanlık Ltd. Şti., Nidakule Ataşehir Batı, Barbaros Mah. Begonya Sk. No:1 D:2, 34746 Ataşehir/İstanbul.

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