Novum Bank: KYC, service & collections automated

The CV

Hired in compliance. Already earning the next role.

The work behind the answer, told the way you would read a colleague’s record: where it started, what it solved, and the promotions it earned.

Go-live · Appointment

Juan, KYC colleague

Novum Bank Group · Compliance (back-office documents, Spain)

Pain

Novum processes massive volumes of onboarding and compliance documents. Manual processing was slow, expensive, and couldn’t keep up with growing volumes. Verification demand swings with peak periods, so hiring for the peaks is slow and costly.

Solution

Juan became the first point of back-office document processing inside the KYC workflow: reading, classifying, extracting and validating data from passports, ID cards, bank cards and payslips in multiple formats, and flagging complex cases to human agents.

Result

This is some text inside of a div block.

Document ExtractionCompliance ChecksDocument VerificationHuman Handover

Customer interactions · Promotion

Johan, KYC colleague

Novum Bank Group · KYC

Pain

KYC document volumes for Germany and Austria kept climbing, and manual checks couldn’t keep pace with onboarding demand or the peak periods.

Solution

Johan reads, classifies, extracts and validates onboarding and compliance documents for Germany and Austria, and flags complex cases to a human analyst.

Result

About 109,249 documents a month, roughly 17.5 FTE of manual work, so analysts spend their time on the real-risk cases.

Answer Question

Customer FAQs · Promotion

Nora, Customer service colleague (webchat)

Chat with Nora on Cashper →

Pain

Novum/Cashper’s contact team fields roughly 27,000 questions a month across new-loan and existing-loan enquiries, served only by a static chatbot and live chat. Repetitive FAQs tied up human colleagues in both the sales and repayment journeys.

Solution

Nora answers customer FAQs in German on the Cashper website, across the sales and repayment process, and hands over to a human agent (with a summary) when a case needs one. Learns from post-go-live insights to widen the knowledge base and lift automation over time.

Result

24,786 conversations a month across Cashper Germany and Austria at 95.2% value delivered, about 22.2 FTE, so the team keeps time for cases that need a person.

Answer QuestionHuman Handover

Customer FAQs · Promotion

Mila, Customer service colleague (webchat)

Chat with Mila on ExtraKarte →

Pain

ExtraKarte’s contact team handled a high volume of repetitive cardholder questions in German, on top of the human live-chat load.

Solution

Mila answers cardholder FAQs in German on the ExtraKarte website across the card lifecycle, and hands over to a human colleague (with a summary) when a case needs one.

Result

9,259 conversations a month at 92.9% value delivered, about 8.4 FTE, so the team focuses on the cases that need a person.

Answer QuestionHuman Handover

Outbound collections · Pilot

Lewis, Collections colleague (voice)

ExtraKarte · German (DACH)

Pain

Novum’s customer base is growing ~100,000 new customers a year, but Collections can’t keep pace: human agents handle only 2–3 concurrent calls, staff are hard to recruit and retain, and many calls chase small arrears (under €50) where the €1.33 cost of a human call exceeds the margin.

Solution

Lewis makes outbound calls in German to ExtraKarte customers with early missed payments: verifies identity, presents the outstanding balance, and negotiates repayment (immediate payment, a dated promise to pay, or confirming a payment already made). Disputes, financial hardship and aggressive calls are always transferred to a human. A call that cost €1.33 to make now runs at €0.64, so arrears under €50 are finally worth following up. Validated in an A/B test alongside the human team.

Result

Pilot live since May 2026. Results not yet available. Next: backend integration and expansion to Spain.

Conversational FormsHuman Handover

Skills applied

The skills, working together on every case.

Hover a skill to see what it does and where Novum's colleagues put it to work.

Skill 01

Document Extraction

Reads the document behind the case (passports, ID cards, bank cards, payslips) and extracts the data needed to verify, in multiple formats and languages.

At Novum

Carries the bulk of Juan's KYC document processing.

Skill 02

Answer Question

Resolves customer questions from the knowledge base without a scripted decision tree, in the customer's language.

At Novum

Powers Johan on customer interactions and Nora on Cashper's sales and repayment FAQs.

Skill 03

Conversational Forms

Runs a structured outbound conversation (identity verification, balance, repayment negotiation) over voice.

At Novum

Powers Lewis on early-arrears collections calls for ExtraKarte.

Skill 04

Human Handover

Knows when a person should step in (dispute, vulnerability, aggression, or a complex case) and passes a summary across.

At Novum

Routes the cases that need a human across KYC, FAQs and collections.

Performance

How the team keeps score.

Figures below combine the KYC production record with the Cashper FAQ and ExtraKarte collections work.

Workload delivered

29 FTE

Portal dashboard, monthly (+2.7%).

Conversations

32,613

Portal dashboard, monthly (+0.3%).

Value delivered (avg.)

92.4%

Portal dashboard, monthly (−0.5).

CSAT (avg.)

3,4/5

Portal dashboard, monthly.

Cost per call

€0.64 vs €1.33

Projected as email, Spare Parts and Claim Status come online.

Pilot volume

~1,000 numbers

Confirmed.

Collection effectiveness

Matched in A/B

Goal: match the human team’s results on the calls no one had time for.

Results

n/a

Pilot live since May 2026; results not yet available.

Collections figures are pilot design targets; the pilot is live since May 2026 and hard results are not yet available.

Connected systems

It works the tools Novum already runs.

No re-platforming. Novum's colleagues read from and write to the systems the compliance, service and collections teams use every day.

AudioCodes

Voice gateway (Lewis / collections)

ExtraKarte dialer

Outbound dialing (SIP trunk)

Asterisk

Agent queue / call handover

Freeday Platform

Orchestration & insights

Industry insight · banking / consumer finance

In consumer finance, the first wins are the calls that don't pay for themselves.

Early-arrears collections and KYC document checks are high-volume, rules-based and costly to staff. They read from a document or run a scripted conversation and end in a system action, exactly the work a digital colleague picks up first, making calls that were never worth an agent’s time viable again and giving the team room for the complex and sensitive cases.

See our operations in the finance industry →

Put one on your queue

What would your colleague’s CV say in three weeks?

Tell us your busiest queue. We'll map it to a supervised pilot on one channel, the way Juan started at Novum.

Book a demo →See all case studies

Start

One channel, supervised

Live in

Weeks, not quarters

Hosting

EU-hosted, GDPR-aligned

The compliance and collections work your team can now scale

The colleague that started in compliance, then took on the phones.

Hired in compliance. Already earning the next role.

Juan, KYC colleague

Johan, KYC colleague

Nora, Customer service colleague (webchat)

Mila, Customer service colleague (webchat)

Lewis, Collections colleague (voice)

The skills, working together on every case.

Document Extraction

Answer Question

Conversational Forms

Human Handover

How the team keeps score.

It works the tools Novum already runs.

In consumer finance, the first wins are the calls that don't pay for themselves.

What would your colleague’s CV say in three weeks?