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Case study
EMI Back-Office Build
A single outsourced team running KYC, safeguarding reconciliation, exceptions and support for an EMI.
Engagement summary
Client
European e-money institution
Market
European Union
Focus
Operations & Safeguarding
The challenge
Where the business started
A newly licensed EMI needed to launch with a full operational back office, but had only a handful of employees and a regulator expecting robust safeguarding and onboarding controls from day one.
Hiring and training separate teams for KYC, reconciliation, exceptions and support would have delayed launch by months.
Our approach
- Process mapping across onboarding, payments, safeguarding and support
- SOPs, maker-checker controls and escalation paths documented
- Dedicated team covering KYC, reconciliation, exceptions and support
- Daily safeguarding reconciliation with break investigation
- Helpdesk setup, macros and knowledge base
- Unified daily and monthly operational MI
Outcomes
What changed
This case study is an anonymised, illustrative engagement scenario based on the experience of the Hilix team. Client names and identifying details are withheld to protect confidentiality.
Services used
Services in this engagement
End-to-End Back-Office Outsourcing
A dedicated virtual back office covering onboarding, payments, reconciliation, compliance ops, reporting and admin.
Safeguarding Compliance (EMI & PI)
Safeguarding policies, daily reconciliations, audit preparation and resolution packs for EMIs and payment institutions.
Customer Support Outsourcing
Live chat, email, phone and social support handled by agents trained in payments, KYC and fraud.