Servicing New Hire Training Day 7

1. Servicing New Hire Training Day 7

2. Day 7 Agenda • Day Six Review • Unique Call Handling • Insurance/Impounds Presentations • Pair up – Live Calls: Blend Campaign

3. Unique Call Handling • Asset Remarketing • Bankruptcy • Collateral Recovery • Dealer Operations • Impounds • Account Services Unit (ASU) • Insurance • Vendor Relations Others: Voluntary Surrender SCRA Deceased Customers

4. Unique Call Handling AssetRemarketing The Asset Remarketing team is responsible for transporting and assigning vehicles to auctions after repossession.

5. Unique Call Handling • Bankruptcy The Bankruptcyteam monitors accounts inwhich customers have filed any chapter of bankruptcy and is responsible for assigning accounts to attorneys. This team also monitors accounts in BK/SCRA status. Account Managers should ask for the Bankruptcy Case number, Chapter filed and Attorney name and Phone Number.

6. Unique Call Handling Collateral Recovery The Collateral Recovery team is responsible for handling open and assigned (repossession) charged off accounts as well as assigned Bankruptcy pre and post charge off accounts.

7. Unique Call Handling Dealer Operations The Dealer Operations or Dealer Control team is responsible for investigating cases of dealer fraud or misrepresentation.

8. Unique Call Handling Impounds The Impound team investigates cases of vehicle impound due to a variety of issues.

9. Unique Call Handling The Account Services Unit (ASU) is an accounting customer service team that handles, but not limited to the following, via request: • Research unauthorized, misapplied and missing payments. • Review account status and due date disputes. • Review requests for customer refunds and reimbursements. • Process name changes, SSN and DOB updates. • Send PIF, Payoff Quote letters and copy of Contract. • ** All ASU requests are submitted using the ASUR APF. **

10. Unique Call Handling Insurance The Insurance team is responsible for processing physical damage and total loss insurance claims.

11. Unique Call Handling Vendor Relations The Vendor Relations team is responsible for coordinating and communicating with various vendors we do business with on an ongoing basis.

12. Others Voluntary Surrender • - Determine the reason for the request. • - If the customer wants to return the vehicle, educate on the repossession process. • - Complete the VS recording and transfer the call to the FE Talk off line for completion. • - Protected if account was in place before enlistment or activation. • - Interest rate reduced to 6%, if it meets criteria. • - Offer condolences, be sympathetic. • - Get as much information regarding who to • contact regarding the account and phone numbers. • - Request a copy of the death certificate to be faxed to ASU. • - Send an email to @Estates if there is NOT a second party on the loan. SCRA Deceased Customer

13. Unique Call Handling Language Line The Language line is for customers who do not speak English or Spanish. Access conference call in MySup and begin conference. Provide Client ID:704934. Join the conference once the interpreter has joined the line Say “End of call” to the interpreter when the call is complete. Disposition call as negotiation used.