Delta Financial Corporation 2013 Team Lead Training, Pt. 1 Welcome to the introductory review for your Team Lead training! Delta Financial Corporation 2013

Here’s the rundown: What is a Team Lead? Team Lead Expectations What is a CSR? CSR Expectations Call to Action *Documents attached -Team Lead Job Description -CSR Job Description -Training Phone Connect form This PowerPoint presentation will cover the details of your job description and the job descriptions of your CSRs, with highlights of specific job expectations. It is followed up with a Call to Action, an activity to help prepare you for the instructor-led training next week. There will be a link to which you can send your questions regarding the content in the presentation. Ready? Let’s get started.

What is a team lead? Manage daily functions Manager Coach Mentor & coach for support and guidance Evaluate on a monthly basis Manager Coach Evaluator As a team lead at Delta Financial, you have the job of managing, coaching, and evaluating the performance of your CSRs. You work with them on refining their performance on the team, and with customers. You will help to manage their daily functions, coach and mentor them to provide a supportive environment for them to grow, and evaluate their performance on a monthly basis.

Expectations Phone connect monthly Performance evaluation monthly Quarterly evaluation Yearly evaluation Meet or exceed collection goals The expectations of a Team Lead include: completing a phone connect session with each CSR on your team, once a month completing a monthly performance evaluation for each CSR on your team Completing a quarterly and yearly evaluation for your CSRs, based on the outcomes of their previous evaluations lead them to help your team meet or exceed the collection goals every month

What is a CSR? Warm & personable Greet Resolve Provide Assist Warm & personable Resolve complaints and questions Provide solutions Assist payment plans, billing What is the job of a customer service representative? They act as the first line of contact with our customers, so provide many functions and fill many roles. Their main roles are to greet the customer professionally and in a friendly manner, resolve any complaints or issues the customer may have, provide payment options and choices for repayment, and finally to assist the customer in their repayment to Delta financial.

Expectations Meet or exceed call time expectations A positive customer experience, every call Follow new guidelines for appropriate assertive language and behavior Provide customer with realistic means of repayment Collect owed funds Specific expectations of a CSR include: Each CSR must meet or exceed Delta’s expectations for call time, which are detailed on the next slide. Provide each and every customer with a positive customer service experience Incorporate the new guidelines for over-the-phone assertiveness in regards to resolving customer issues and communicating proper urgency for repayment Understand all of Delta’s options for customers, so as to be able to provide customers with options for repayment that fit their needs Then of course, each CSR is expected to work with each customer to obtain any owed funds.

Daily & Monthly Call time expectations Exceeds 3 hours and up Meets 2-2.9 hours Does not meet Under 2 hours Daily Actual Monthly Averaged Delta’s CSR daily and monthly average call time expectations are as follows: 3 hours or more of call time puts a CSR in the ‘Exceeds’ category 2-2.9 hours of call time, puts a CSR in the ‘Meet’ category Less than 2 hours of call time puts a CSR in the ‘Does Not Meet’ category Daily call time is actual call time, and should be in the ‘Meets’ or ‘Exceeds’ category. Monthly call time should be averaged, and must also be in the ‘Meets’ or ‘Exceeds’ category. Any CSR who has a monthly averaged call time in the ‘Does Not Meet’ category, must work with their Team Lead to come up with a performance plan to get them where they need to be. This information will be shared with them in their monthly performance review which all Team Leads complete.

Great evaluations make a GREAT leader and mentor Help your team reach Delta’s goals Help your CSRs reach their goals As a Team Lead, you not only help Delta meet its collections goals, but you help your CSRs reach their professional goals as well! Allowing you CSRs to come to you with questions and concerns, builds trust and a supportive environment. Your CSRs need you…

Delta needs you! You keep this: From turning into this: …and Delta needs you! Your mentoring and leading not only ensures customers receive what they need to establish their repayments, but helps keep this (see image A) from turning into this (see image B).

Call to Action! Print out attached job descriptions Connect Team Lead CSR Connect 1 phone connect session before your instructor lead training next week Complete connect form Print out a call time sheet for Team and bring to your training Call to Action! Now that you have completed the self-paced portion of the training, you should print out the job descriptions for Team Leads and CSRs. Keep them at your desk to refer back to them as needed. This presentation can also be printed. The next portion of your training will require you to complete a phone connect session with one of your CSRs. You will bring the feedback from the session, with you to the instructor-led training next week for an exercise you’ll be completing in class, as well as a print out of call time for your team. When you perform the phone connect, use the form titled ‘Training Phone Connect Form’ that is attached to your training email.

Email ‘Askthetrainer@gmail.com’ Any Questions? Email ‘Askthetrainer@gmail.com’ Please do not hesitate to email any and all questions or concerns to ‘Askthetrainer@gmail.com’. All questions will be answered and responded to as quickly as possible. Thank you for participating in part one of your Team Lead training, and don’t forget to print out your documents, and complete your phone connect. This section is now complete and you may close out this module.