Collector Production Metrics

Cradle to Grave Collections Alpha breakout strategy i.e. A-D, E-J, K-Q etc Create queues that are similarly situated Queues should be similarly sized but can be accounted for larger or smaller queues based on ratios on targets Easiest way to stack rank employees is when their work load and type of work similarly situated

Performance - Quantitative Calls Right Party Contacts Promises Made Promises Kept Queue Volume Amounts Collected Amounts Charged off Performance Percentage Delinquency Ratio

Performance - Qualitative Collector Assessments – randomized qualitative audit of accounts Review notes and account history for documentation and strategy/escalation process Review calls and perform qualitative analysis of call quality and service

Stack Rank Collectors Provide incentives for highest performing collectors Allow collectors an opportunity to know exactly what their targets are and how they performed month over month

Detailed Metrics Collectors # 693.18 75.31% 95.31% 188.44% 37.5 48.0%   Hours Worked Avg Time Per Call Breaks Calls Contacts Promises Made Promises Broken Promises Kept Collectors # Total Length Actual Target % of Target Variance Collector 1 115.53 13.28 53 30.17 522 693.18 75.31% 199 208.8 95.31% 150 79.6 188.44% 18 37.5 48.0% 117 112.5 104.00% Collector 2 120.5 13.75 26 19.97 526 723 72.75% 189 210.4 89.83% 106 75.6 140.21% 47 26.5 177.4% 58 79.5 72.96% Collector 3 117.75 15.88 41 26.77 445 706.5 62.99% 98 178 55.06% 56 39.2 142.86% 23 14 164.3% 25 42 59.52% Collector 4 131.95 20.78 44 34.53 381 791.7 48.12% 173 152.4 113.52% 45 69.2 65.03% 24 11.25 213.3% 33.75 68.15% Collector 5 54.1 13.47 12 7.87 241 216.4 111.37% 83 96.4 86.10% 62 33.2 186.75% 15.5 116.1% 37 46.5 79.57%

Metrics Continued Promises Due Promises Broken Promises Kept Queue Volume Amounts Collected Amount Charged Off Performance % # $ Actual Average Target % of Target Actual 135 $35,024.60 18 $3,521.73 117 $31,502.87 35 40 86.25% 32,715.00 35,074.08 93.27% 0.156 0.083 53.10% 119.68% 100.00% 105 $43,646.89 47 $21,355.31 58 $22,291.58 25 45 55.56% 41,736.00 31,633 131.94% 0.128 0.075 58.41% 100.93% 48 $17,033.17 23 $8,255.59 $8,777.58 34 75.56% 17,623.00 26,381.52 66.80% 0.092 0.062 67.67% 86.97% $11,218.91 24 $5,824.14 $5,394.77 26 57.78% 34,933.00 25,604.00 136.44% 0.067 0.060 90.72% 55 $64,422.84 $21,222.86 37 $43,199.98 68.57% 60,580.00 72,259.14 83.84% 0.05 0.020 37.44% 128.07%

Metrics Continued Collector Assessment % Delinquency Ratio Overall Score Actual Target % of Target   91 100 91.00% 0.540 0.3 55.59% 86.13% 0.591 50.78% 80.22% 1.106 27.13% 67.81% 0.511 58.73% 82.63% 87 87.00% 0.143 0.2 140.28% 89.25%

Targets Slide Calls Target = hours worked * 6 Right Party Contact Target = 40% of calls made Promises Made = 40% of RPC Promises Kept = 75% of promises made Amounts Collected Target: total all amounts collected by all delinquent queues and then take a percentage of that against the total portfolio balances of that entire alpha breakout regardless of late or not, based on the queue size in relation to the other queues. Example if queue A-D is 25% of all the queues based on portfolio size, and $300K was collected by all queues, the target is .25*$300K=$75K Example in next slide – you need to isolate the queue size in relation to the portfolio balance for that alpha:

Example Queue Size Charge off Target A-Z & VISA Queues Outstanding Balances $ 306,082,335.25 Outstanding Portfolio Balances A-D $76,233,213/306,082,335=0.25   $76,233,213.79 E-J 63,578,532/306,082,335=0.21 $ 63,578,532.46 K-Q non visa 61,704,720/306,335=0.20 $ 61,704,720.00 R-Z =84,527,278/306,082,335=0.28 $ 84,527,278.00 K-Q Visa 20,038,591/306,082,335=0.07 K-Q visa $ 20,038,591.00 Charge-off Target based on team .3% gross charge-off goal A-D C/O Target .3%*.25=0.075 E-J C/O Target .3*.21=0.062 K-Q C/O Target .3*.20=0.060 R-Z C/O Target .3*.28=0.083 K-Q C/O Target VISAs .3*.07=0.020

Weighted Average Scores Metrics Weighted Scores   Promises Kept Queue Volume Amounts Collected Amounts Charged off Performance % Assessment Scores Delinq. Ratio Weighted Score Weight 5% 10% 15% 40% Results 4 3 1 5 Collector 1 Weighted Results 0.200 0.150 0.400 0.100 0.750 1.600 3.35 2 Collector 2 0.050 0.500 0.600 3.10 Collector 3 0.450 2.80 Collector 4 3.25 Collector 5 0.300 3.75

Early Payment Collections Metrics

Resolve Rate Contact Expected Value (RCEV)

Early Stage Metrics Details

Stack Rank Collectors

Appendix