New Contact Center Launch Marks Strategic Growth in Mexico

March 2025 — Call Center Services International (CCSI) marked a significant milestone with the launch of a new Nearshore Loan Servicing operation in Mexico for a U.S.-based financial services company. During the operation's inaugural month, the client's leadership team visited the new operation and recognized employees for their early performance and contributions.

Launching a Nearshore Loan Servicing Operation in Mexico

The new operation provided the client with additional loan servicing capacity through professional bilingual and bicultural agents in Mexico, while allowing its U.S.-based leadership team to remain closely involved in training, processes, performance expectations, and day-to-day operations.

During a leadership visit in March 2025, Victor I., Chief Operating Officer of the financial services company, recognized the team's performance during its first weeks of operation.

“I couldn't be more pleased with the performance, and I'd like to make two callouts; one is for Sal [Site Director], who has been leading the efforts, and of course, Nayeli [Operations Manager]. Great job!”

— Victor I., Chief Operating Officer at the time

The client selected CCSI to expand its servicing capacity through a Nearshore Contact Center model that provides access to bilingual talent, geographic proximity to the United States, scalable workforce capacity, and competitive operating costs.

The operation launched with 20 Loan Servicing agents. At the time of the March 2025 event, the client projected growth to approximately 60 agents, including plans to add a Debt Collection team.

“A lot of growth is happening, and that would not be the case if we wouldn't have seen early and often great performances. Obviously, we recognized a few of the standouts. But everybody collectively, I think, is doing a great job where we're at, just a few weeks in. You're doing a tremendous job.”

— Victor I., Chief Operating Officer at the time

Early Performance Supporting Future Growth

The recognition during the client's visit highlighted an important part of establishing a new Nearshore operation: building a strong foundation during the initial implementation period.

Recruiting the right employees, completing training, establishing leadership support, integrating client systems and processes, and monitoring early performance can all influence how successfully a new team develops.

CCSI supports new and expanding programs through recruiting, training, facilities, Workforce Management, technology infrastructure, Quality Assurance, and operational leadership. Its Contact Center facilities in Mexico provide scalable environments for clients that need to grow their operations over time.

For financial services organizations, CCSI's Loan Servicing teams can support customer-facing servicing processes while working within the client's established procedures, technology platforms, compliance requirements, and performance standards.

About the Client

The client is a U.S.-based online financial services provider offering employment-based lending solutions designed to serve public- and private-sector employees, including consumers who may have limited access to traditional financial products.

The company's identity was not disclosed in the original CCSI announcement, and this historical update preserves that confidentiality.

Historical note: First published in August 2025, this article preserves the March 2025 launch of a Nearshore Loan Servicing operation in Mexico for a U.S.-based financial services client, including its initial 20-agent team, the growth plans announced at the time, employee recognition, and the original statements from Victor I. Current CCSI service information and internal links have been updated while preserving the client's confidentiality and the historical context of the milestone.

Originally published: August 6, 2025
Milestone date: March 2025
Last reviewed and updated: July 25, 2026