Servicing New Hire Training Day 3

2 Training Agenda Day 3: Day 2 Review Intro to Adding Notes Intro to PTP Guidelines/ CBT Payment Options Intro to Speedpay/Speedpay Rules Test Aspect and Speedpay Logins Payment Allocation Per Diem & Simple Interest CAM (Customer Account Management) Debrief

3 Training Day 3 Servicing Payments: Payment Options SpeedPay®Cost: $10.95 Methods: ACH (Check), Credit Card, Debit Card Fees for HSBC are as follows: Web: $5.00 Automated Phone System: $10.00 Collector: $15.00

4 Training Day 3 Servicing Payments: Payment Options Sovereign Branch Sovereign customers have the option of dropping off their payments at a Sovereign bank location. The option is available only on loans that originated through Sovereign Bank.

5 Training Day 3 Servicing Payments : Payment Options MailOvernight Santander Consumer USA Inc W. Mockingbird Lane Suite 100 Dallas, TX Regular Payments Santander Consumer USA Inc. P. O. Box Dallas, TX 75266

6 Training Day 3 Servicing Payments : Payment Options Money Gram Cost:$9.99 Receive Code:1544 If the customer utilizes Money Gram at Wal-Mart locations the fee is $9.55. In addition, the customer may utilize their Debit Card for Money Gram transactions at Wal-Mart locations only.

7 Training Day 3 Servicing Payments : Payment Options Western Union Quick Collect Code City and State: Pitstop, Texas Cost:$12.95 Western Union Credit Card

8 Training Day 3 Servicing Payments : Payment Options Auto PayFree payment option available to current customers only; deduct each month on their due date.

Speedpay is a comprehensive payment system available to process debit card, credit card and ACH payments through three individual platform applications; Desktop Payment Application, Interactive Voice Response (IVR) and the Internet. 9 Training Day 3 SpeedPay: Debit Card Electronic payment debited from the cardholder’s account (ATM Card). Credit Card Electronic payment from the cardholder’s credit account (MasterCard, Visa, Discover, or American Express). ACH Electronic payment from the customer’s bank account (Checking, Savings or Money Market) IVR Automated phone system that allows customers to make payments through voice menus. Associate Allows associates to take payments over the phone. Internet Payments Allows customers to access Speedpay through company website and enter payment themselves.

Intro to SpeedPay Business Rules A fee of $10.95 will be assessed for all ACH transactions, Credit Card transactions, and Debit transactions. Unauthorized Accounts: Customers may show unauthorized for one or more payment options due to previous instances of closed or frozen accounts. If the system designates the transaction as unauthorized, attempt to obtain a different form of payment or discuss the issue with your manager. 10 Training Day 3 SpeedPay:

SpeedPay Business Rules 11 Training Day 3 SpeedPay: Credit Card:All authorized customers will be eligible. **Credit Card payments can not be processed on Citi Serv accounts** Debit Card:All authorized will be eligible for these payments. Customer will not be eligible for ACH payments when: - Last payment was returned NSF - Four of the last six payments were returned NSF. includes both SpeedPay and Lockbox payments. ACH:

SpeedPay Business Rules 12 Training Day 3 SpeedPay: Post-Dated Payments (ACH Only) Current Customers are not allow to make post-dated payments over 15 days of their next due date. Customers 1 to 39 days past due are not allow to make post-dated payments over 15 days. Customers 40 to 49 days past due are not able to make post-dated payments over 10 days. Customers at or above 50 days past due are not able to make post-dated payments over 7 days, and the payment date can not exceed the last day of the current month. Maximum payment transaction is $2,

SpeedPay Business Rules 13 Training Day 3 SpeedPay: IVR Customer must be authorized for an IVR payment. Maximum payment transaction is $2, Payment date must not exceed the maximum post date.

SpeedPay Business Rules WEB 14 Training Day 3 SpeedPay: Maximum payment transaction is $2, Payment date must not exceed the maximum post date.

Training Day 3 – Test ASPECT (3CX Phone) 15 ASPECT – 3CX Phone System - 3CX Phone – upper left computer screen - Select Connection – DAL-MY SUP; verify number - Log in to MYSUP; cube is number; select ‘Not Ready’ - Incoming Call – click on Green box w/phone handset - IVR will give log in number (changes each time); key in via the phone pad; minimize the phone - Log off Aspect, select End of the Day - Status Bar shows – Agent Successfully Logged Out - Go to File and click Exit - Go to 3CX – click Exit

Go to Training – click Speedpay Test Speedpay Test Environment

username: ACSTEST1 password: test456 username: ACSTEST4 password: test456 Speedpay Test Environment username: ACSTEST2 password: test456 username:ACSTEST3 password: test456 Login Information:

Speedpay Test Environment Account Numbers:

Speedpay Test Environment Credit Card #: – Exp:12/12 - CVV: Zip: – Exp: 12/12 - CVV: Zip: – Exp: 12/12 - CVV: Zip Debit Card #: ACH Routing# - Account #: Payment Type Information:

20 The Payment Allocation Guidelines are designed to provide consistency for all payments types posting to accounts Allocation 1Past Due Payments 2Next Scheduled Payment 3Extension Fee 4Other Fees 5Late Fees 6Misc. Fees Training Day 3 Servicing Payments : Payment Allocation & ATA Guidelines

21 Training Day 3 Servicing Payments : Payment Allocation

Example of the Payment Allocation Guidelines 22 Training Day 3 Servicing Payments : Customer Data – Jane Doe Days past due29 Regular Payment$ Extension Fee$50.00 Other Fees$0.00 Late Fees$ Misc. Fee$0.00 Amount Allocation for Jane Doe Amount Received$ Applied to past due payment $ Applied to current payment due $ Applied to Extension Fee $50.00 Applied to Other Fees $0.00 Applied to Late Fees $ Applied to Misc. Fees $0.00

Intro to CAM (Customer Account Management) 23 Training Day 3 Servicing Payments :

Questions? 24 Training Day 3: