1. We will begin our Webinar at approximately 1:01 PM EST “Tracking and Addressing Consumer Complaints and Disputes with Interaction Analytics- Can You Meet the CFPB’s expectation?”

2. Proprietary & Confidential, CallMiner Inc. Educational Webinar is brought to you by www.EngagementOptimization.com

3. Proprietary & Confidential, CallMiner Inc. Today’s Educational Webinar “Tracking and Addressing Consumer Complaints and Disputes with Interaction Analytics- Can You Meet the CFPB’s expectation?” is sponsored by the following partners: FREE WEBINAR

4. Proprietary & Confidential, CallMiner Inc. Webina r Logistic s This webcast is a listen only presentation. If you would like to ask a question, please use the questions panel in the GotoWebcast side bar widget as shown and we will try to answer all of your questions during the Q&A segment of the presentation. The Webcast will be recorded and available 48 hours after presentation at www.CallMiner.com under our Learning Center page.www.CallMiner.com The presentation deck is available now or at the conclusion of today’s webinar under the Event Resources tab of this site and will also be available at www.CallMiner.com under our Learning Center page.www.CallMiner.com

5. “Tracking and Addressing Consumer Complaints and Disputes with Interaction Analytics - Can You Meet the CFPB’s expectation?”

6. Proprietary & Confidential, CallMiner Inc. 6 Today’s Agenda 1. Explanation of how Interaction Analytics Work 2. Leveraging Analytics to mitigate compliance risk 3. Consent Order Compliance “Rules” 4. The “Rules” Re: Dispute Handling 5. Getting Undisputed Data to Manage Disputes 6. Integration of Interaction Analytics and Internal Data 7. Q&A 8. Wrap Up

7. Proprietary & Confidential, CallMiner Inc. 7 But First, a Survey Question…

8. Proprietary & Confidential, CallMiner Inc. 8 Leveraging Analytics to Support Compliance Objectives COMPLIANCE/DISPUTE TRACKING AND REPORTING  Turns unstructured recording data into structured data  Automates complaint & dispute mention tracking  Provides validation against entered disposition codes  Output can feed CMS platform for reporting, investigation and resolution AGENT QA/SCORING - FEEDBACK AND COACHING TOOL  Automates manual QA scorecard  Analyzes 100% of interactions to track, rate and coach to correct risky agent behavior  Provides guidance to improve overall agent performance and increase revenues while reducing compliance exposure

9. Proprietary & Confidential, CallMiner Inc. 9 Transcription & acoustic measurements (redacted) Use case specific automated tagging (language patterning) Compliance, behavior & targeted coaching and marketing insight Use case specific Scoring, trending & tracking 100% Interactions Audio Values Metadata Values Agitation Chats Survey s Text Messages Emails Twitter Word Tempo Silence Agent Info IVR Details Caller Info CRM Data WFO Data Calls With metadata Automated Interaction Analytics - Explained

10. Proprietary & Confidential, CallMiner Inc. 10 Compliance, behavior & targeted coaching insight Use case specific scoring & tracking 100% Interactions With metadata Transcription & acoustic measurements (redacted) Use case specific automated tagging (language patterning) Thank you for calling ABC Corp. How can I help you? This is my third time calling! You overcharged me on my last bill. I need to speak with a lawyer! May I confirm your name, address, and last four digits of your social security number? I’ve already entered my account information in the IVR! You people are useless! Proper Greeting Right Party Contact Empathy Compliance Language Dissatisfaction Collector Effectiveness Politeness Dispute Language Close Language Automated Interaction Analytics - Explained

11. Proprietary & Confidential, CallMiner Inc. 11 Transcription & acoustic measurements (redacted) Use case specific automated tagging (language patterning) Compliance, behavior & targeted coaching insight 100% Interactions With metadata AGENT QUALITY 72 Understanding HIGH Risky Language 76 EFFICIENCY RATING Optimal COMPLIANCE RISK HIGH Collector EFFECTIVENESS Medium Use case specific scoring & tracking Automated Interaction Analytics - Explained

12. Proprietary & Confidential, CallMiner Inc. 12 Legal Disclaimer This information is not intended to be legal advice and may not be used as legal advice. Legal advice must be tailored to the specific circumstances of each case. Every effort has been made to assure this information is up-to-date. However, it is not intended to be a full and exhaustive explanation of the law in any area, nor should it be used to replace the advice of your own legal counsel.

13. Proprietary & Confidential, CallMiner Inc. 13 The Consent Order Compliance “Rules” Consent orders are only “binding” on the entities that agreed to their terms, but they reflect the CFPB’s expectations for everyone Theme of consent orders:  All industry participants – creditors, debt buyers, and collection attorneys – are responsible for ensuring the other participants they deal with use accurate data, competent testimony and lawful collection practices  Disputes and Complaints – identifying and handling consumer disputes and complaints considered a cornerstone of validating data integrity and ensuring compliant collection practices

14. Proprietary & Confidential, CallMiner Inc. 14 Avoiding “Compliance Malpractice” CFPB Director Richard Cordray at Consumer Bankers Association Meeting, March 9, 2016: “These [consent] orders provide detailed guidance for compliance officers across the marketplace about how they should regard similar practices at their own institutions. If the same problems exist in their day-to-day operations, they should look closely at their processes and clean up whatever is not being handled appropriately. Indeed, it would be “compliance malpractice” for executives not to take careful bearings from the contents of these orders about how to comply with the law and treat consumers fairly.”

15. Proprietary & Confidential, CallMiner Inc. 15 Consent orders impact multiple industry participants National Banks Credit Card Issuers Collection Agencies Debt Buyers Law Firms Mortgage Companies Payment Processors Payday lenders

16. Proprietary & Confidential, CallMiner Inc. 16 Allegations Re: Poor Dispute Handling  Failing to honor verbal disputes  Failing to tell agencies/law firms if accounts are disputed  Selling disputed accounts to debt buyers  Making consumers prove they do not owe disputed debts when a dispute received outside validation period  Relying on consumers to dispute in large numbers before questioning integrity of a portfolio  Filing suit on disputed accounts without reviewing documents

17. Proprietary & Confidential, CallMiner Inc. 17 “Rules” Regarding Dispute Handling  Creditors must tell debt buyers if consumer disputed the debt within 18 months of the sale  Creditors cannot sell accounts with unresolved disputes  Debt buyers - If a debt has been disputed, is purchased pursuant to an agreement that restricts access to media or disclaims accuracy of data, or is in a portfolio that contains unsupportable or materially inaccurate information, cannot collect without first reviewing “original account level documentation”

18. Proprietary & Confidential, CallMiner Inc. 18 How Are You Handling Disputes?  All industry participants need specific criteria for identifying disputed accounts and giving them special handling  Are you comfortable with your definition of “dispute”?  How are you identifying verbal disputes?  Are you training your staff to correctly handle and promptly report disputed accounts?  Do you conduct additional review and verification of disputed accounts, and track dispute resolution results?

19. Proprietary & Confidential, CallMiner Inc. 19 Getting Undisputed Data to Manage Disputes  Industry heavily invests QA to evaluate proper dispute management  Varying client definitions vs. company definition  Transactional vs. trend  Reporting expectations  Cross-departmental processes create more potential gaps  Client reporting/auditing on the rise as they may be directly responsible for credit reporting, etc.  Consider how much of your dispute information exists as structured v. unstructured data

20. Proprietary & Confidential, CallMiner Inc. 20 It’s in the Dispute Data…  Interaction analytics allows for an enhanced way to understand how different disputes may presented and managed  Integration of collection system data with interaction analytics information  Avoidance  Tracking  Prevention  Root Cause  Goal is to improve auditing and efficiencies while reducing cost RISKY LANGUAGE 86 64 COMPLIANCE RISK 177 DISPUTE CALLS 76 CFPB MENTIONS

21. Proprietary & Confidential, CallMiner Inc. 21 Complaint Management An effective compliance management system should ensure that an entity is responsive and responsible in handling consumer complaints CFPB examination manual expects entities to gather “intelligence” from complaints Properly recorded and categorized Addressed and resolved properly Properly escalated where applicable Implement correction action where necessary Drive adjustments to business practices as appropriate CMS

22. Proprietary & Confidential, CallMiner Inc. 22 What is a Complaint CFPB: A complaint is any expression of dissatisfaction with, or communicated suspicion of wrongful conduct by, an identifiable entity related to a consumer’s personal experience with a financial product or service That Means…  A dispute may be a complaint, and a complaint may be a dispute  Complaints and disputes provide insight into your business  Regulatory and client expectation that a process is in place to effectively document, review, report, and address complaints and disputes

23. Proprietary & Confidential, CallMiner Inc. 23 Converting 100% of Unstructured Data into Structured, Usable Data to Optimize Reporting & Compliancy Automated Speech Analytics Platform Output Reporting Output or Application Program Interface Compliance Management System

24. Proprietary & Confidential, CallMiner Inc. 24 Get the Most out of Your Dissatisfaction Maximizing interaction analytics by cross-referencing results with internal data Identify types of dissatisfaction Create a tracking mechanism for identifying complaints Cross reference analytics results with internal data Provide a better audit output Improve/refine search capabilities

25. Proprietary & Confidential, CallMiner Inc. 25 Takeaways 1.Track CFPB developments and appreciate their impact on you 2.Identify what is a dispute and/or a complaint for your business 3.Understand how a dispute or complaint is identified, tracked, managed, and responded to not just via manual process, but in your digital environment 4.Interaction analytics can amplify effectiveness of your processes – evaluate the best way to incorporate into your compliance suite

26. Proprietary & Confidential, CallMiner Inc.

27. Educational Webinar is brought to you by www.EngagementOptimization.com

28. Proprietary & Confidential, CallMiner Inc. Today’s Educational Webinar “Tracking and Addressing Consumer Complaints and Disputes with Interaction Analytics- Can You Meet the CFPB’s expectation?” is sponsored by the following partners: FREE WEBINAR

29. Proprietary & Confidential, CallMiner Inc. www.callminer.com/demo @CallMiner linkedin.com/company/CallMin er facebook.com/CallMinerInc sales@CallMiner.com Contact CallMiner for a test drive!  CallMiner puts “skin in the game”  Solution acquisition costs adjusted based on results achieved  Results tied to defined benchmarks during customer Test Drive engagement Available to qualifying contact centers and BPOs Upcoming Webinars: “Stay tuned for more news about our upcoming August webinars” August, 2016 – 1:00PM EST callminer.com/webinars http://callminer.com/learning-center/new-whitepapers/ Our ROI Whitepaper and ROI Input Checklist are now available on CallMiner’s website and EngagementOptimization.com at the links below https://www.engagementoptimization.com/ ROI

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