© 2014 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent. Collection Success in a Transitioning Economy AJ Travagline Senior Partner, Application Sales FICO Robert Pikula Head of Recovery and Asset Restructuring Bank Zachodni WBK—Santander Group

© 2014 Fair Isaac Corporation. Confidential. Collection Platform Success in a Transitioning Economy Learn how to strategically ensure greater collection and recovery success in one of the most transitional periods ever seen in debt management. 2

EnterCard delivers smart payment and financing solutions to customers. We have over 50 card products and 2 million customers across the Nordics

© 2014 Fair Isaac Corporation. Confidential. Poland’s third largest retail and commercial bank by assets, credit book and deposits with a network of ca 800 outlets and employees, 6.2 million customers. One of the fastest growing and developing financial institutions in Poland On 1 April 2011 Bank Zachodni WBK became a member of Santander Group who is now its majority shareholder (70% stake). Established in 1857 Santander is the largest bank in the euro zone by market capitalization in The Santander Group operates across Europe, Latin America, North America and Asia. Key numbers: employees, 14,392 branches, 3.26 million shareholders and 106 million customers. BANK ZACHODNI WBKBANCO SANTANDER 4

Entercard and Bank Zachodni WBK: European Experience and Perspectives Rising to the Demands of Recovery Challenges Both Entercard and Bank Zachodni WBK have implemented a new collections platform, leading to a new focus and strategic plan. #1: Technology-supported strategies #2: Support profitability every step of the process #3: Create a Recovery Culture

Create a Strategy That Supports Success Reduce Impairment: Cure more. Maximize recovered funds. Control Costs: Leverage strategy and technology. Enhance Controls: Understand regulatory requirements and brand compliance. Customer Experience: Tailor tone and channel. Employee Satisfaction: User-friendly tools and clear strategy.

Recovery Model In-house OutsourcingDebt Sale NPL cash flows (entries—exits) P&L

Recovery Culture— It Is a Teamwork Recovery Business Intelligence/ Analytics Call Centre Operations Branch Banking IT Credit Partners Corporate Banking Capital Markets Lawyers Public Relations

Business Intelligence/ Analytics Recovery Selection / Pre-approved offer Admission Portfolio Monitoring Collection Credit process Advanced techniques Business Intelligence – opportunity for improvement LGD impactPD impact

Thousands of Activities Need to be Organized Tips / Scripts CLOSING process HARD ACTIONS Allocation SOFT ACTIONS Allocation Risk profile DPD Automatic Segmentation Accounts Allocation Scenarios of actions SMS PHONE LETTER WEB VISIT REPORT BRANCH SPECIAL OFFER PTP Work queues Prioritized How important How urgent What kind of action COLLECTION Calls recording AUTODIALLER / IVR / ADEPTRA Calls recording AUTODIALER Champion Challenger Portfolio Sale Write Off Administration RESTRUCTURINGRECOVERY EXIT STRATEGY NPL RESTRUCT. VOLUNTARY ASSET SALE BAILIFF EXECUTION DOOR TO DOOR AUCTIONS REPOSESSIONS BANKRUPTCY WORK FLOW - DEBT MANAGER

Questions Are you recovering as much as possible? Is recovery the end of the credit process? Recovery culture—what does it mean? Is recovery more business or back office activity? Outsourcing: why do we use it? What are the advantages of Debt Manager? Do practices in Europe or across the globe translate to your own current market?

Questions What is your company’s cultural view on the recovery process? Do you know it? Have you deployed strategies that have resulted in leaps in loss reduction and customer experience? How do you manage your agencies and set up Champion/Challenger scenarios? What keeps you up at night as an immediate area to address?

© 2014 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent. Thank You! AJ Travagline Robert Pikula

© 2014 Fair Isaac Corporation. Confidential. Learn More at FICO World Related Sessions ► Settlement Optimization: Maximizing Returns in Late Stage Collections ► The New Normal: Adopting and Adapting to Drive Sustainable Growth ► How to Collect More, Spend Less and Stay Compliant Using Omni-Channel Contact Strategies Products in Solution Center ► FICO ® Debt Manager™ solution ► FICO ® Engagement Analyzer Experts at FICO World ► Dave Lightfoot, Cheryl Miller, AJ Travagline, Martin Germanis ► Morgan Nagle, Doug Thompson, Hal Wilkins, Bruce Curry White Papers Online ► Eight Steps to Collection and Recovery Success for First and Third Parties ► Five Imperatives in a Shifting Collections Landscape Blogs ► 14

© 2014 Fair Isaac Corporation. Confidential. Please rate this session online! AJ Travagline Robert Pikula 15