FMS, Inc.

2

FMS
DIFFERENCE

INNOVATION IN COLLECTIONS BEST POSSIBLE
ARRANGEMENTS TM

We’re often asked about our difference; the answer is clear. We
establish the best possible arrangements with your customers. We
have identified many positive outcomes. For FMS, collections is
the science of identifying an outcome and providing a solution to
resolve your customer’s debt. This is a process that continues to
evolve, to ensure we are always a best practices leader.

©COPYRIGHT 2011 FMS Inc.
Inc.

3

FMS
SNAPSHOT

FMS AT A
GLANCE
EXPERIENCED COMPLIANT
17 Years in Business ISO, PCI, 50 State & SAS 70 TYPE
II

CAPABLE WELL TRAINED
650 Seat Collector Capacity Monthly Collector Training & Re-Training

UNIQUE SPECIALIZED
(BPA) Focused on Creating the Best Outcomes Over 90% of Portfolio is Consumer Finance

FLEXIBLE PRACTICAL
Adaptable to Your Collection Requirements Low Cost and Procedure Strong

SMART CULTURE
We Utilize Speech Analytics to Keep Collectors We All Hold Each Other Accountable
On Point with Compliance & Performance

Inc.

4

FMS
CULTURE

OUR
VALUES
ALWAYS LEARNING THINK BEYOND COLLECTION LAW
FMS has Developed Extensive and Ongoing Collectors Follow FDCPA and Exceed the
Training Programs Intention of Collection Laws

COLLECT WITH EVOLVED TACTICS RETAIN CUSTOMERS
We Use BPA & Call Analytics to Continuously Formal Customer Retention Training Program
Improve Performance

ASK FOR HELP
Executive Management is Actively Involved
and Available

Inc.

5

FMS
COMPLIANCE

COMPLIANCE
SNAPSHOT A CULTURE DEDICATED TO FOLLOWING ISO, SAS70, PCI &
FMS COMPLIANCE IS
GLBA

ISO 27001/27002 CERTIFIED SAS 70 TYPE II AUDIT

LICENSED TO COLLECT IN ALL 50 STATES SPEECH ANALYTICS

BCP & DISASTER RECOVERY PROGRAM PCI COMPLIANT

DOCUMENT DESTRUCTION PROTOCOL GLBA

ALL CALLS ARE RECORDED MONITORED CALLS

$16 MILLION IN INSURANCE HIPAA TRAINED

Inc.

6

FMS
CULTURE

MANAGEMENT
APPROACH
TRAINING , TRAINING , TRAINING COACHING
Professionally Developed Training Programs 2nd Voice
Produced Specifically for FMS (MIT) Verification
Up-selling
Mentor Approach
CALL RECORDER - ANALYTICS
Access Database Provides Necessary EVALUATIONS
Tools to Monitor Trends at Company,
Client, Team and Collector Levels All Collector Calls are Recorded and
Documented
Performance Evaluations During QA Monitoring
ACCOUNTABILITY Sessions
Trainers Follow-up With Collector After 30 Days Ongoing Management Account File
to Reinforce the Lines of Communication Reviews
Between Collector, Training and Management Identify Specific Needs of Collector (file
Staff organization, Rebuttals, Negotiations and
Documentation)
SPEECH ANALYTICS Maintain Access Database of All Monitoring
Helps Management Team train Scorecards to Provide Trends at Company, Client,
and Maintain Compliance, Team and
Increasing our Collector's Collector Levels
Performance

Inc.

7

FMS
TRAINING

COLLECTO TRAININ
R G
BASICS TRAINING COMPLIANCE TRAINING
1.Bankruptcy 20.FDCPA – Fair Debt Collections Practices Act Re-Test
2.Cease & Desist 21.Security Awareness
3.Disputes 22.Suspicious Activity Reporting Procedures
4.Wrong Number 23.FMS Privacy Policy
5.Deceased 24.Sexual Harassment
6.Loans 25.FCRA – Fair Credit Reporting Act
7.CCCS 26.FACT-Fair and Accurate Credit Transactions
8.Letters 27.AML - Anti-Money Laundering
9.Clerical Request Forms 28.SMCRA - Service Member Civil Relief Act
10.Verification Line 29.TCPA – Telephone Consumer Protection Act
11.Contact Codes 30.U.S. Bankruptcy Code
12.Commonly Used Abbreviations 31.EFT - Electronic Funds Transfer / Regulation “E”
13.Illegal & Abusive Tactics 32.Fraud / Identity Theft
14.F&C BEFORE negotiating for payment 33.Gramm – Leach – Bliley Act / Regulation “P”
15.Negotiation Process 34.Red Flag Compliance
16.Procedure for New Business 35.ECOA- Equal Credit Opportunity Act / Regulation “B”
17.Settlement Default Procedures 36.TILA – Truth In Lending Act – Regulation “Z”
18.Attempt for Lower Settlements 37.Fair Lending Polices – Personnel File Copies
19.Best Possible Arrangements (BPA) 38. HIPAA Training

Inc.

8

FMS
QA SYSTEMS

QUALITY ASSURANCE
SYSTEMS

EXCEEDING YOUR ENSURING THE SPIRT OF THE LAW
EXPECTATIONS Ensures that Collectors Meet Not Only the Letter
Ensures that all Company and Client Specific of the Law, but the Spirit of the Law, for all Federal
Requirements are Not Just Met but Exceeded and State Requirements

CALL MONITORING MONTHLY MANAGEMENT MEETINGS
Management Staff is Walking the Collection Monthly Call Calibration With All Supervisors
Floor. Ensures that the Quality of all Calls are Calibration/re-training With Senior Management
Held to the Highest Standards Expected by FMS. Account File Reviews Through Analytics

SPEECH ANALYTICS
100% of Calls are Recorded and Classified With
Keyword Definitions. Definitions in Speech
Analytics Allows for Continuous Improvement
and Overall Better Collection Results.

Inc.

9

FMS
ABOUT US

ABOUT
FMS
FMS Incorporated has been a leader in the field of consumer credit collections since 1993, offering
3rd Party Pre/Post charge-off debt collection, skip-tracing & legal services to financial institutions.
FMS' unique collection strategy, “Best Possible Arrangements” is a system that helps our clients
maximize recoveries and retain positive relationships with their customers. FMS employs 220
collection professionals in two locations; Columbus, Ohio and Tulsa, Oklahoma. Employees at FMS
average six years experience and are trained on FDCPA law. FMS has been recognized as a “Top
Collector” for our back-office functionality and remains a member of six reputable credit & collection
industry associations. FMS maintains an operations culture around the power of knowledge. “Always
Learning” is our philosophy, and we employ a 38 point training program for every collector. FMS was
founded by Paul Rongey and John Smith, former TRW / Experian executives. Our founders each
have over 30 years experience in the credit and collections industry.

Inc.

FMS, Inc.

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