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Today’s Overview. SWBC – Commitment, Strength and Reliability Collateral Protection Insurance – The Starting Point AutoPilot - Delivering Services Through Software A complete Loan Risk Management Solution.....”Cradle to Grave” Leveraging Technology to Improve Processes and Efficiency

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Today s overview l.jpg
Today’s Overview

  • SWBC – Commitment, Strength and Reliability

  • Collateral Protection Insurance – The Starting Point

  • AutoPilot - Delivering Services Through Software

    • A complete Loan Risk Management Solution.....”Cradle to Grave”

    • Leveraging Technology to Improve Processes and Efficiency

    • An Integrated Process Solution



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Getting Started in 1976 – literally out of the trunk of a car!

Leadership provided by Gary Dudley and Charlie Amato.

Management tenure – 21 senior management team members, 50% with SWBC for 20 years. 21 sales representatives, average tenure is 18 years.

National financial services company with core business centered around tracking and loan risk management services.

Supports the Credit Union industry and local community.

Customer Service - Primary Focus.

“Customer service is what everything’s about when you’re in the service business like us.” – Gary Dudley

Technology Commitment – to support and advance Customer Service options.

“We use to be in the insurance business. Now we’re a technology company that happens to sell insurance.” – Charlie Amato

Committed to the Credit Union Industry…. Then


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34 years of experience in serving the credit union industry. car!

Consistent growth in terms of new credit union customers.

More than 800 Credit Union Partners … approximately 400 have implemented AutoPilot solutions.

Strong emphasis on philanthropy and giving back to the credit union industry.

Customer Service and Technology – Still Primary Focus

Commitment to high tech and high touch!

Accomplished by consulting with clients on a regular basis.

Change is our Middle Name!

“Most tracking companies have done very little over the past several years to develop a “different mouse trap”. At SWBC we’ve been hard at work to deliver to the market place options that create a better member and Credit Union experience. We’re out to change the image of collateral tracking solutions. We recognize that collateral tracking is a key component of the total risk management picture. We understand that our clients want, and quite frankly the industry needs, a different approach to tracking services.” – Brad Young, VP of Strategic Operations

Committed to the Credit Union Industry…. Now


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Collateral Protection Insurance Services car!An SWBC Core Competency

SWBC facilitates all administrative and technology aspects of our AutoPilot programs.

Pricing and Underwriting

Claim Adjustment and Settlement

Premium Accounting and Taxes

Technology development and maintenance

Compliance and Legal

Customer Service

Collections

Asset Recovery / Disposal

Skip Tracing

Remarketing


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We track nearly 4M auto and mortgage loans for insurance compliance

Our distribution centers process over 20,000 insurance documents daily

SWBC wrote $665M in lender placed insurance premium in 2009

We adjusted and paid approximately 30,000 CPI claims in 2009

We realized nearly $3M in post skip claim payment recoveries in 2009

Strength and Reliability


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Strategic Partnership Offering complianceAutoPilot “Delivering Services Through Software”


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The Collection and Risk Management Industry Challenge compliance

AutoPilot Engaged

With Loss Mitigation - seamless integration drives portfolio profitability

Today’s risk management model - cumbersome and inefficient


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Concept basis compliance

Improved collections and loss mitigation directly impacts a CPI program by reducing claims.

Fewer claims = lower premium rate = reduces voluntary repossessions due solely to the addition of CPI/payment increase.

Insurance by definition is a “reactive” risk management process.

A cost effective technology solution that:

Improves collections efficiencies (do more with less),

Reduces delinquency (comprehensive collections assistance),

Simplifies payment collections (automated and available through various member convenient venues),

Reduces CPI administration,

Integrates all risk functions into one platform,

The Argument for AutoPilot


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All these services and functions are interconnected….. compliance

So why look at them individually when they can be aggregated?

The Argument for AutoPilot


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AutoPilot complianceProduct and Services

AutoPilot Engaged


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Insurance Compliance and Tracking compliance - Collateral and Mortgage Protection

Asset Recovery and Disposal – facilitates the consignment of repossession, skip and remarketing services

Legal Services – outsourced legal services related to collections efforts

Payment Services – utilize an electronic cash management tool to process payments in first party environment

Payment Reminder Services – facilitates conversion of early stage delinquency in first party environment

Collections – facilitates payment, workout and resolution of late stage delinquency

Account Services – supports and complements specialized member service and marketing needs

AutoPilot Services A Diversified Solution Menu


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Integrate entire risk management and collections team onto single technology platform.

Connect directly with over 600 repossession agents/ appraisers, 200 attorneys and 150 Manheim / Adesa / Independent auction facilities.

Workflows provide for uniform process control.

Workflow Queues utilized to ensure nothing falls through the cracks

Real Time Dashboards keep you up to date on the entire collection and loss mitigation cycle - “what gets measured gets done.”

A single desk top to manage the collection process from cradle to grave – repossession, legal, skip, remarketing, CPI claims, insurance tracking, etc.

The Benefits of AutoPilot


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Provides complete access to all insurance tracking information within one desktop to provide a more complete picture to the collection team.

Real time presentment of data provides complete snapshot allowing for a more informed risk management decision.

Insurance status including, Agent and Insurance Company information, CPI Policy status and accounting.

Insurance tracking history to include;

customer service notes,

scanned insurance documents / faxes,

web updates, .

.pdf versions of letters and CPI Policy

and converted .wav files of all recorded inbound and outbound phone calls to include those of your on-site service representative.

Insurance Compliance and Monitoring


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Automated claims submission. information within one desktop to provide a more complete picture to the collection team.

Single settlement approach for all claims.

SWBC provides a virtual claim file for research and quality control.

Appraisals, Digital images of damaged collateral, ACV and Damage estimates

Minimal paperwork required on most claims as data pre-filled from the database.

Integrates within Loss Mitigation to further streamline and expedite claim process by connecting repossession, skip, remarketing and claim settlement from one desk top.

Most repossession claims submitted using this technology can be settled within 1 to 2 business days upon receipt of the appraisal.

CPI Claims Management


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Create customized collection strategies that define processes around;

timing and circumstances that might drive a repossession consignment;

automated SWBC CPI or other claim submission upon recovery of collateral – no claims missed;

triggers for potential legal work, such as a Replevin, that are required to complete the asset recovery steps;

seamless conversion from repossession to an investigation required to resolve un-locatable collateral and/or borrower (i.e. “Skip” or legal locate);

and final transition to remarketing efforts.

Loss Mitigation


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Provides a single desktop application within to: processes around;

control order entry point for each service;

manage the queues and workflow of collection services as normal;

communicate with agent, attorney or auction through one application (i.e. new information, holds, cancels, etc.);

framework captures agent, attorney or auction notes and documents for each case;

single application documents audit trail from initial delinquency to asset disposal.

Loss Mitigation


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AutoPilot Service Metrics processes around;2009 Monthly Loss Mitigation Assignments


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AutoPilot Service Metrics processes around;Average Auction Sale Price


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AutoPilot Service Metrics processes around;Average Auction Sale Price


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AutoPilot Service Metrics processes around;2009 Percentage of Book and Floor


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Service Highlights processes around;

Electronic cash management tool (ECM) utilized as a payment solution and promise fulfillment

Checking, savings, credit, pinless debit payment options

Live, Web and IVR payment channels

Same day settlement of proceeds

Automated posting to loan level for both ACH and Credit / Debit transactions

Free up personnel from routine loan payment fulfillment.

Electronic cash management tool (ECM) utilized as a payment solution and promise fulfillment

Provide additional automated options for member to fulfill payment in timely manner

Live Member Service, and Phone / Web Self Serve options available

Extended hours solution (i.e. 7AM to 11PM)

Standard ECM transaction fees along with per call pricing structure

Payment Services


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Service Highlights processes around;

Enables outsourced evening and weekend collection calls for delinquent loans between 0 and 45 days.

Primary focus is to contact early, obtain a payment and prevent the account from progressing to a seriously delinquent status.

After hours focus (i.e. 3PM to 11PM)

High touch live service achieves excellent overall conversion

Provides multiple payment channels for resolution - Transfer, checking, savings, credit, pin less debit

Electronic cash management tool (ECM) utilized as a payment solution and promise fulfillment

Provides multiple communication approaches for borrower

Text messaging, Email messaging, Automated voice messaging

Payment Reminder Services


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Service Highlights processes around;

Enables outsourced collections in either 1st or 3rd party environment.

Primary objective is to contact early, obtain a payment, prevent the account from progressing in to delinquent status, and increasing recovery of funds.

Extended hours solution (i.e. 7AM to 11PM)

Provides multiple payment channels for resolution - Transfer, checking, savings, credit, pin less debit

Electronic cash management tool (ECM) utilized as a payment solution and promise fulfillment

In-house skip tracing capabilities

Resources to process repossessions, legal and remarketing services

Per account, or contingency pricing models available

Collections


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AutoPilot Service Metrics processes around;2009 Accounts in Queue and Calls


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AutoPilot Service Metrics processes around;2009 Balances in Queue


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AutoPilot Service Metrics processes around;2009 Right Party Contact Rate


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AutoPilot Service Metrics processes around;2009 Conversion Rate


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Strategic Partnership Offering processes around;Integrated Technology Options


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A Centralized Software Platform processes around;

SWBC’s browser based application

No seat limitations

Provides user a single web portal to all AutoPilot products and services

Collateral and Mortgage tracking

Loss Mitigation

ECM Payment Services

Payment Reminder Services

Collections

Account Services


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A Centralized Software Platform processes around;

The #1 third party collections platform in the Credit Union marketplace today.

The concept of a “connected” Framework integrates key business solutions eliminating the need to toggle between multiple software applications to complete risk management functions.

SWBC is a partner and equity owner of Akcelerant Software

Business partner since 2006

SWBC / Akcelerant Technology partnership was created to improve efficiencies in processes and enhance communication among employees involved with our risk management solutions


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