retail banking
navigate the evolving landscape of retail banking with digital interventions
Know moreRetail banking solutions that transform deposits, cards, payments & customer operations
We combine deep domain expertise, GenAI-led automation and proprietary accelerators to help banks reduce cost-to-serve, shorten onboarding cycles, contain risk and modernize legacy operating models. Whether you are scaling a digital channel, replatforming a card portfolio or rationalizing branch operations, our retail banking services are built to deliver measurable business outcomes.
Banks globally face several challenges across deposit, card, and payment operations in the context of financial institutions. These challenges include ensuring data security in financial services, managing cyber-threats, fraud detection/prevention, and navigating complex regulations in online banking.
In addition, there is a need to integrate new technologies with legacy systems and a pressure to personalize services for business customers. Banks are also looking to maintain operational efficiency while reducing costs. Hence, they must continuously innovate and adapt in digital banking to maintain efficiency, security, and compliance.
Why leading banks choose Infosys BPM for retail banking service
Infosys BPM's retail banking service model is built around measurable outcomes — not generic outsourcing. Our proprietary Process Progression Model (PPM) framework, combined with GenAI, ML, RPA, and advanced analytics, enables banks to move from reactive, cost-heavy operations to a proactive, AI-driven delivery model. Whether the priority is cost reduction, fraud containment, regulatory compliance, or customer experience transformation, our solutions are calibrated to your specific operational objectives — not a one-size-fits-all engagement.
Regulatory & compliance readiness for retail banking operations
Regulatory obligations in retail banking are among the most complex in financial services — spanning AML/KYC requirements, fraud reporting, data privacy mandates, and consumer protection standards across multiple jurisdictions. Infosys BPM's retail banking solutions are structured around these compliance realities, so your outsourcing partner never becomes a regulatory liability.
| Regulatory framework | How we support it |
| AML/KYC compliance | L1 and L2 customer verification workflows with audit-ready documentation and exception management built into every SLA |
| GLBA data privacy | Secure data handling protocols, role-based access controls, and client-specific data segregation across all retail banking operations |
| PCI DSS — card operations | Card transaction processing and fraud management aligned with PCI DSS standards — covering issuance, servicing, and dispute resolution |
| Dodd-frank consumer protections | Collections, garnishments, and complaints handling structured around consumer protection obligations with real-time SLA governance |
A snapshot of our domain capabilities
Deposits & Branch operations
Cards
Payments
Account opening
- New customer onboarding
- Customer verification/KYC & AML check (L1, L2)
Account servicing
- Customer enquiries, Query resolution & complaint handing
- Retirement account servicing
- Garnishments & request for information
- Account maintenance
Branch operation
- Branch balancing
- Reconciliation
- Fulfillment
Customer acquisition
- Application processing, Screening
- Exception handling
Servicing / Maintenance
- Customer service (Voice & Non-Voice)
- Cards maintenance
Risk / Default management
- Collections (Voice & Non-Voice)
- Fraud (Voice & Non-Voice)
- Chargebacks (Issuing & acquiring)
- Investigation & disputes
Payment operations
- Wire transfers
- Check processing
- Exception handling
- Dishonors, Insufficient funds processing
Reconciliation
- Card reconciliation
- GL reconciliation
Customer service
- Query management
- Complaints handling
Technology levers behind our retail banking solutions
Insights
Transform your operating models
Success stories
Bringing values to businesses through our products and services
Challenges and solutions
Mid-sized and large retail banks are saving 25–40% on their operational costs by outsourcing back-office operations, while banks leveraging BPO for loan processing report a turnaround time that is 40–50% faster with 25% fewer errors. The highest ROI consistently comes from high-volume, rules-driven functions — including AML/KYC verification, card servicing, payment reconciliation, collections, and dispute management — where specialist expertise and AI-powered automation deliver accuracy and throughput at a cost structure internal teams cannot match.
With evolving regulations across geographies — including DORA in the EU and Fed SR 11-7 in the US — banks are re-evaluating vendor governance, resilience, and data sovereignty, seeking strategic partnerships with strong compliance frameworks and local delivery capabilities. In a structured retail banking BPM engagement, compliance accountability is embedded into SLAs — through jurisdiction-specific operating procedures, dedicated regulatory monitoring, and audit-ready documentation covering AML/KYC, GLBA, PCI DSS, and consumer protection obligations across all outsourced functions. J.P. Morgan
Banking BPO services can enhance fraud detection and risk management by providing specialized expertise and cutting-edge technologies — including AI, automation, and advanced analytics — that may not be readily available in-house. Applied specifically to retail banking, GenAI-enabled knowledge management, ML-based anomaly detection, and real-time pattern recognition across card transactions and payment operations enable significantly faster fraud identification and lower false positive rates — reducing both financial exposure and operational overhead for compliance teams. Grand View Research
Strategic outsourcing helps banks and credit unions compete with fintech and neobanks — with real-world ROI including increased customer retention, improved time-to-resolution, and compliance cost savings, while scalable BPO models allow rapid adjustment during demand surges without straining infrastructure. A Global Delivery Model spanning multiple time zones provides on-demand operational capacity that scales with product launches, seasonal loan volumes, or regulatory filing cycles — without building fixed internal headcount sized for peak demand. NAIC
Financial institutions can ensure data security by partnering with outsourcing providers that adhere to stringent security protocols and compliance standards — with robust contracts and regular audits crucial to safeguarding sensitive information. In a structured retail banking BPM engagement, data protection is enforced through role-based access controls, client-specific data segregation, encrypted data handling protocols, and audit-ready governance frameworks — ensuring that customer data across deposit accounts, card operations, and payment workflows is never accessible outside designated, audited environments.
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