Payments and compliance / Managed BPO
MLRO operations support for payments and fintech teams
Actigy BPO organizes the evidence and open actions that reach an appointed money laundering reporting officer (MLRO). The officer receives an escalation register showing what needs a decision, what is still missing and which items are overdue. Your appointed officer owns reporting and sign-off.
Agree the scope, access and reviewer before a paid pilot.
- Intake
- Monitoring referral received
- Evidence gap
- Customer profile unavailable
- Escalation
- Contact appointed officer under your urgency rule
- Record
- Preserve the actual contact time
A worked example of the record and decision flow. Not a client case or promised result.
The work. The handoff. Your decision.
A defined workflow in your systems
For payments firms, fintechs and financial institutions with an appointed MLRO or equivalent officer, established escalation instructions and approved systems.
You provide
Monitoring referral, transaction timeline and available customer profile.
Actigy BPO prepares
Escalation register with missing information, urgency and contact times.
You retain
Reporting decisions, formal appointment and sign-off.
Decision owner: Appointed MLRO. Confirm this role and the escalation contact in the written scope.
Service detail / 01
Which work belongs at the officer’s desk?
Assign the preparation and follow-up around an escalation. Capture who raised it, which checks were completed, the relevant evidence, the outstanding question and when the officer needs to act. The officer decides how to dispose of the case and what may be recorded or shared.
- Build a decision queue with owner, age, priority under your policy, evidence location and next action.
- Prepare management information with separate counts for new escalations, pending officer decisions and overdue follow-ups. State the reporting period and counting rule.
- Record approved actions and chase the assigned owners. Changes to case status or external reports follow your permissions and instructions.
Worked example
What reaches the MLRO when the customer profile is missing?
A monitoring analyst escalates activity involving a new counterparty, but the preparer cannot access the customer profile. The file contains the transaction timeline, source references, reason for escalation and the missing profile. If the urgency threshold in your procedure is met, the preparer alerts the on-call officer immediately and records the contact time.
Service detail / 03
How does this differ from outsourced AML alert review?
An AML analyst investigates individual alerts. The MLRO support desk coordinates escalations across teams, prepares the officer’s management report and follows up on agreed actions. Before the first cycle, identify who may view each restricted file and who covers urgent decisions.
Service detail / 04
How does a pilot run?
Start with one reporting cycle and a bounded set of escalations. Agree the priority rules, handback fields, access locations, urgent escalation route and officer cover. Compare completeness, time to handoff, officer corrections and items waiting for a decision. Record time waiting on client actions separately.
Before the first live queue
Bring the inputs that shape your scope
The proposal should identify what can be assigned, who can decide, and how you will accept the work. Start with one representative queue; agree any expansion after reviewing the pilot.
Define the workload
Open actions, escalation thresholds and the appointed officer.
Agree the controls
Access to the customer profile and the permitted follow-up route.
Review the right measures
Overdue actions, missing evidence and decision turnaround separately.
Before you decide
Buyer questions
Clarify the work, access and approval boundaries before assigning a team.
Does this appoint Actigy as our MLRO?
Your appointed officer remains in the role. The engagement covers operational preparation and follow-up. Your officer decides on suspicious activity reporting, contact with authorities and any account or payment restriction.
Can we reserve cover during staff absence?
You can scope additional preparation capacity for a defined period. Your firm identifies an authorized officer or delegate who will receive urgent escalations and make decisions throughout that period.
What should we share for an estimate?
Describe reporting cadence, escalation sources, typical weekly case count, reporting jurisdictions, access restrictions and decision owners. Share aggregate details in the form. Arrange a separately approved channel for sample material.
Who handles an urgent escalation when the primary officer is unavailable?
Name the primary and backup officer, permitted contact channels and response windows in the scope. The desk follows that escalation procedure and records the actual contact attempts. Coverage outside the agreed window needs an explicit fallback; an operations team does not assume the appointed officer’s authority.
Discuss MLRO preparation support
Which part of the reporting officer’s queue needs coverage? Give the file volume, deadline and the role that authorizes escalations. Describe the workflow without naming customers.
Your inquiry
MLRO office support
Describe the workload and the decision owner. Keep confidential records out of the form; agree a suitable channel for any later sample.
- Review the fitWe review the workflow and the inputs you provide.
- Define the scopeDiscuss access, coverage, review and the proposed fee.
- Agree a paid pilotApprove the written scope before work begins.