Contact Center for Banks and Financial Services

The CMI Group operates a best in class contact center for banks and financial services. With over three-and-a-half decades behind us, we create extraordinary customer experiences for the brands we support. With our comprehensive contact center solution, the stress of recruiting, hiring, coordinating schedules, and training customer service agents is a thing of the past.

In today's competitive financial landscape, every bank and financial institution knows that the key to retaining clients and attracting new ones lies not just in the products they offer, but in the quality of customer service they provide. As digitalization reshapes the banking industry, the significance of a sophisticated contact center has never been greater.

Relationships Matter

Our motto, "Relationships Matter," is embodied in CMI's dedication to building strong and collaborative partnerships with each of our clients. We can support the full range of financial institutions, including:

  • Credit Unions
  • Retail Banks
  • Commercial Banks
  • Credit Card Issuers
  • Mortgage Lenders and Servicers
  • Financial Advisors
  • Fintech Companies

Our Contact Center Solution for Banking and Financial Services

Catering to the multifaceted landscape of the financial sector, our contact center solutions are meticulously crafted to meet your unique needs. We understand the distinct challenges and objectives of each institution, enabling us to deliver unparalleled customer support that resonates with your brand and vision. Our comprehensive approach to both inbound and outbound contacts ensures that every interaction amplifies trust, cultivates satisfaction, and reinforces your institution's commitment to excellence. We support the full spectrum of inbound and outbound contact types common to banks and financial institutions, including:

Inbound Inquiries:

Customer Queries: From account balances to loan application statuses, we address a diverse range of customer inquiries with precision and professionalism.
Technical Support: We guide clients through online banking setups, mobile app issues, and other tech-related challenges, ensuring a smooth digital banking experience.
Report Lost/Stolen Cards: Immediate response mechanisms are in place to address urgent concerns like lost or stolen cards, ensuring customers' financial safety.
Appointment Scheduling: Whether it's for mortgage consultations or investment discussions, our team efficiently schedules and manages appointments.
Feedback and Surveys: To continuously enhance service quality, we actively seek feedback, ensuring your institution stays ahead of customer expectations.

Outbound Calls:

Product and Service Promotions: Our trained professionals introduce customers to new offerings, maximizing uptake and driving growth.
Payment Reminders: We handle delicate matters, such as loan repayments or account dues, with tact and empathy, ensuring timely recoveries without straining client relationships.
Customer Surveys: Understanding client sentiments and gaining insights is crucial. We initiate structured surveys to gather valuable data, aiding in strategy refinement.
Appointment Confirmations: We proactively reach out to confirm upcoming appointments, optimizing operational efficiency and client satisfaction.
Welcome Calls: For new account holders or first-time service users, our warm welcome calls set the tone for a lasting, positive relationship.

Key Features

With The CMI Group, you're partnering with banking support excellence. The CMI Group's contact center solution for banks and financial services is unmatched in its offerings:

Round-the-Clock Accessibility

Our contact center solutions ensure that no customer query goes unanswered, irrespective of time zones or holidays. Your clientele, whether individuals or businesses, deserve timely support, and with our services, they get just that.

Efficient Problem Resolution

Speed is of the essence in financial matters. Our contact center leverages state-of-the-art tech to quickly identify and resolve issues, enhancing client trust and satisfaction.

Data Security and Compliance

In an industry where trust is paramount, our solutions prioritize top-notch security protocols. We adhere to global data protection regulations, ensuring that your customer's financial data remains uncompromised.

Scalable Solutions

As your bank or financial institution grows, our contact center can scale alongside. From handling a few hundred calls to managing thousands daily, our infrastructure is designed for flexibility.

In-Depth Analytics

Knowledge is power. Gain insights into customer behavior, preferences, and pain points through our advanced analytics. Use this data to refine your strategies and enhance your service offerings.

Omnichannel Support

Whether your customer prefers to connect via phone, email, chat, or self-service Interactive Voice Response (IVR) our contact center seamlessly integrates all channels, ensuring consistent and high-quality service every time.

Dialing Platform

CMI’s advanced dialing platform joins agents to only connected calls and spares them from wasted time with dead lines, non-answers, and voicemail boxes. Our platform features a mix of human initiation and accelerated dialing that meets strict interpretations of the TCPA. This cloud-based system also allows consent to be managed at the phone-number level within each account.

Interactive Voice Response

You probably already have an IVR in place, but The CMI Group can provide supplemental support or best practices per your request. If you think it’s time for an upgrade, we can offer our IVR solution as a replacement. CMI’s IVR has the perfect balance of user-friendly self-service and smart call routing when agent assistance is desired. With this advanced self-service system, CMI automates basic inquiries and tasks, such as processing payments, while allocating agent resources to address more difficult call requirements.

Fast Email Correspondence

Email communication is a critical bridge between your business and your customers. Given the myriad of emails concerning account updates, loan inquiries, and other financial matters that land in your inbox daily, it's easy to feel swamped. Enter our specialized email support for banks. Our team ensures that all client emails, whether they're about account queries, loan details, or digital banking support, are addressed both promptly and accurately. This immediate and precise approach not only elevates client trust and satisfaction but also sets your institution apart by consistently exceeding customer expectations. And on those rare occasions when a response might take a tad longer, we're upfront about it, providing clear timelines to manage expectations. With our email support team in your corner, you're not just answering queries; you're laying a solid foundation for enduring trust, commendable client reviews, and an avalanche of referrals.

Live Chat – Real Time Support

Live chat support is more than just a widget on your website – it's a transformative asset for banks and financial institutions, and we're poised to help you harness its full power. The true strength of live chat support lies in its ability to provide instant, human-centric assistance, a facet highly prized in the world of finance. Such immediate connections foster a sense of reliability and trust, cultivating an environment where clients feel valued and assured.

Our live chat specialists do more than just address queries. They're trained to grasp the nuances of financial inquiries, offer timely and relevant insights, and gently guide clients through their financial journeys. Whether it's a prospective customer seeking clarity on a new financial product or an existing client with detailed account questions, our live chat support stands ready to offer real-time assistance. This proactive approach not only elevates customer satisfaction but also fosters deeper client engagement, ultimately driving loyalty and growth for your institution.

Phone Support - A Direct Line

In today's high-tech world, many people still like the personal touch of talking on the phone. That's why our phone support team is here to help. Answering calls quickly and helping with questions is what we do best. Our team makes sure that everyone feels listened to and gets the answers they need right away. But we don’t just answer calls. Our team takes the time to really understand what each person needs, building trust and showing every caller that your bank or financial institution cares about them.

SMS Texting Customer Service

Recognizing the speed and ease of text messaging, our SMS support service provides a streamlined communication channel for your customers. This service caters to those valuing the straightforwardness of SMS, whether they're checking account balances, inquiring about loan statuses, or seeking clarification on transactions. Prioritizing concise and clear communication, our team promptly addresses questions, ensuring clients receive accurate information on the go. This quick and direct interaction not only clears up any ambiguities but also elevates the banking experience. By incorporating SMS into our customer support repertoire, we're making banking simpler, more accessible, and aligned with modern communication preferences.


In conclusion, our contact center for banks and financial services helps you build stronger relationships with your clientele, optimize operations, and drive growth. In a world where customer experience can make or break your brand, can you afford not to invest in the best? Connect with us to explore our contact center solutions and let's redefine the future of banking together:


The CMI Group is a 100% employee-owned company that is always in search of quality individuals who want to be part of our team. We have excellent opportunities in areas including financial, sales, administrative, phone operators & technical positions.

The CMI Group
Contact Us Texas Offices: 1-800-377-7713
Collections: 1-800-377-7789