Fintech publication Tearsheet recognizes the collaboration between two firms who withstood the pressure of the pandemic and worked together to deliver exceptional cardholder support.
Ubiquity and partner Central Payments are the recipients of the 2020 Most Resilient Partnership Award, which was unveiled at the Tearsheet Resilience Conference on July 23.
Created by New York City-based fintech industry publication Tearsheet, the 2020 Resilience Awards recognize companies, teams and individuals rising to challenges of the pandemic.
Central Payments provides the banking platform for innovative startups and enterprise clients bringing emerging payments products to market. Ubiquity, a multinational outsourcer with significant fintech expertise, provides 24/7/365 customer support and dispute and chargeback management for select Central Payments clients.
“Partnership is one of our founding principles, and this award is a testament to our team’s ability to embody it under the most demanding circumstances,” says Ubiquity Chief Operating Officer Sagar Rajgopal. “By working quickly and collaboratively with Central Payments, we were able to shift our operations to a secure work-from-home model that ensured cardholders received the same high-quality support they’ve come to expect.”
When the WHO declared COVID-19 a global pandemic on March 11, Ubiquity and Central Payments were seven months into their partnership. The first few weeks that followed were marked by constant communication and preparation to put business-continuity plans into action. Then El Salvador’s government required onsite operations to cease for all nonessential businesses, and those plans had to be fast-tracked. (Ubiquity’s San Salvador center is the primary location for servicing Central Payments cardholders.)
But thanks to redundancy efforts already in progress, a foundation of security, and ongoing, open communication, the partners were able to temporarily shift geographies and deploy remote agents on a PCI-certified work-from-home platform.
In addition to successfully executing a business continuity plan to support six programs with a mix of remote nearshore and onshore agents, Ubiquity and Central Payments moved forward with April 8 support launch for a large enterprise client’s digital wallet—right in the thick of the pandemic.
“The true test of a partnership is whether it actually gets stronger when facing adversity,” says Central Payments Founder and President Trent Sorbe. “COVID-19 challenged us to continue to provide top-tier service to our cardholders. The teams pulled together, got creative, and remained online and ready to reassure cardholders concerned about their personal finances during these challenging times.”
Learn more about how the companies faced the pandemic together in the forthcoming Tearsheet Resilient Guide 2020, which will feature all the 2020 winners:
Find out the difference a proactive partner makes.
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