Retail banking

We’re helping banks and building societies to drive growth by delivering positive customer experiences through expert customer service agents, services which include those regulated by the FCA, and intelligent technologies.
Lady using bank card

Transforming the future of retail banking

We’re helping retail banks and building societies to drive growth by delivering positive customer experiences. Our human-centric approach to transformation keeps the focus on your customers, ensuring that when we introduce innovation, it benefits them, providing the right approach, at the right time, with the right people.

From staff training to mortgage handling, call management to risk and fraud detection, our range of solutions, industry expertise and strategic vision are helping businesses grow and develop. Whether you’re redefining customer experience to create better outcomes or looking for sustainable cost efficiencies, we lead with innovation, transformation and re-design, focusing on rejuvenating your business from the inside out to sharpen your competitive edge.

We’re the UK’s market leading business process management and integrated professional support services company, offering the deep sector expertise of working for 40 years with the financial services industry, processing millions of mortgage applications and regulated complaints every year.

We help you to overcome the problems of today and better prepare you for the challenges of tomorrow.

2 million +

Mortgage applications processed

3 million

regulated complaints handled

70,000

employees trained through us at RBS

Transforming customer experience

People’s complex relationship with money means having to work harder so they feel good about their touchpoints with you.

We’re trusted by some of the UK’s largest brands to to transform customer experience by applying our unique knowledge of the latest technologies with data and analytics, so you can understand your customers better and maximise your resources

Find out how we help transform customer experience

Simplifying mortgage journeys

Mortgage software

Many customers find mortgages complex and confusing, which is why we put customer experience at the heart of our Financial Conduct Authority (FCA)-regulated mortgage services and software.

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Mortgage services

From the highest-quality support services to our market-leading origination, sales and processing platform, we’re committed to making home financing hassle-free.

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Human-centred collections

How you respond to customers falling behind with payments is critical, both for brand reputation and ensuring they feel supported to make suitable payment arrangements.

FCA-authorised, our human-centred response to collections features experienced, empathetic agents, working with the latest technology and analytics capability whether responding to an enquiry or proactively offering support.

Find out how we help with debt management

Complaints handling

We’re experts in making sure customers feel better about dealing with you, even when something’s wrong.

Whether standing up entire contact centres or providing flexible support at peak times, our end-to-end complaints management services include experienced, empathetic agents and the latest technology to improve efficiency and ensure more positive experiences.

See how we help with complaints management

Stay competitive with data analytics

Our data analytics services process vast amounts of information to harness meaningful insight which helps companies to better understand their operations, customers and accounts to make better business decisions.

With this insight, our clients are creating products and services that meet consumers’ changing needs, to boost brand loyalty, improve organisational structures and increase sales.

Find out about our range of data analytics solutions

Contact an expert

Explore our solutions

01

Assisted customer conversations

Serve customers better with AI-driven technology that analyses conversations and automatically helps agents to identify the best solutions to customers’ queries.

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02

Conversational AI

Smart chatbots which simulate real conversations to help meet demand so you can improve customer satisfaction whilst reducing call handling time and service costs.

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03

Financial services solutions

We work in partnership with the financial services industry, applying our deep industry expertise to drive forward the future of retail banking, insurance and wealth management.

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Expert spotlight

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Yvette Wise
Retail Banking Lead

A twenty-year track record in senior positions and a depth of transformational change experience in within Financial Services. Yvette has led some of our most significant partnerships with clients, winning fourteen industry awards in the past five years. A hands-on operation consultant and a regular CX transformation key-note speaker, with a broad industry perspective and a depth of operational experience that underpins many of Capita’s strategic client solutions.

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Helen McDermott
Director, Retail Banking

Over 25 years’ experience helping develop and deliver people and technology solutions for banking and financial services organisations. Helen has worked across geographies providing customer experience transformation programmes for some of Europe’s largest organisations, addressing complex business challenges and creating competitive advantage. A champion for her clients, with a wide range of operational knowledge and passion for digital driven innovations supporting Capita’s purpose to deliver better outcomes.

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Ian Elam
Director, Collections, Complaints and Remediation

Ian has spent the last 25 years working with regulated businesses, helping them improve customer outcomes, reducing costs whilst remaining compliant. He is part of the team responsible for Capita’s collections, complaints and rectification proposition development. Prior to joining Capita he has held senior leadership and board roles in consultancy and outsourcing businesses.

More of our thinking

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Thinking about your organisation?

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