Embedded finance ops, scaled without the headcount

01 — The problem

The team were firefighting, not building

Onboarding, AML alerts, card disputes and merchant exceptions arrived in different formats from each partner, across tickets, emails and a shared inbox. Analysts switched between tools throughout the day, partners requested status updates manually, and volume was growing faster than the team could hire. There was no single view to confirm that every case had been handled to regulatory standard.

02 — What we did

Standard workflows, partner-specific where it matters

• how_to_regKYC/KYB on rails. One onboarding orchestration, configured per partner, with EU regulatory checks built in.
• shieldAML alerts triaged automatically. Risk-scored, routed and resolved with full audit trail.
• support_agentException handling, not ticket ping-pong. Disputes and merchant escalations resolved inside a defined SLA.

03 — The payoff

More volume, same team, fewer escapes

Swan absorbed multiples of transaction volume without growing back-office headcount, and pushed exception rates down to industry-leading levels.

“Next Matter lets us say yes to a new partner without negotiating with our ops team about who has to absorb the work.”

Head of Operations — Swan