Presentation -4

1. 2503 South Linden Road
Suite 180
Flint, Michigan 48532-5449
www.deltacollects.com
Submitted by
Delta Credit Management LLC

2. Delta Credit Management is a leader in the management of distressed consumer receivables.
We have earned the respect of many of the nation’s largest banks, credit unions, and other
financial services companies as being a legally compliant and responsible debt collector.
• Client data security is the primary focus
of all strategic partnerships.
• SSAE 18
• No cell phones allowed in the call center
or data and payment processing areas
• Weekly data reconciliations
• Executive security oversight committee
• Badge access to secure areas
• Sign in procedures for all vendors, clients
and guests
• Daily monitoring of client data allow our
company to provide the highest
regulatory security to our clients.
• Dean Christiansen– Chief Compliance
Officer
• Kelly Wilson – Human Resources and
Regulatory Compliance
• Delta Credit Management LLC performs
internal audits to ensure compliance
with CFPB and FDCPA.
• Delta Credit Management LLC is
licensed/certified to collect in all 50
states and Puerto Rico.
• PCI Compliant, HIPAA Compliant, SSAE-
18.
• Compliance is a focus of employee
training.
• The operations team provides strategic
dialing, segmentation and workflow
processing to maximize overall
performance. Client goals and SLAs are
considered the primary focus for the
team and exceeding client expectations.
Agent incentive-based metrics are
driving by attendance, compliance,
quality and client/internal policies.
Operational teams are separated by
client and measured on multiple key
performance metrics. Reporting is
provided to clients on a daily, weekly,
monthly and quarterly basis.
Security
Compliance
Performance
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3. Capabilities
• We currently have
capacity to house up to
125 full-time employees
and are actively
interviewing additional
space for anticipated
growth.
• We have dedicated
support personnel.
• We have dedicated
quality teams for each
client project.
Staffing
• We excel at both large
and small portfolios
• Proven experience across
the full customer
lifecycle:
‒ Customer
service
‒ Customer
retention
‒ Delinquency
‒ First Party
through late-
stage
collections
Flexibility
• Executive leadership has
over a combined 93
years of collection,
dispute processing,
customer retention and
customer service
experience. This
experience provides
demonstrated historical
expertise in multiple
business verticals.
Business verticals include
medical,
telecommunications,
banking and student
loans.
Experience
• Delta Credit
Management LLC has
dedicated counsel who
helps oversee
organizational legal
oversight.
• Delta Credit
Management LLC can
pursue legal collections
on behalf of our clients,
utilizing our client
specific legal collection
program.
Legal
• Medical/Healthcare
• Credit Card and Retail Card
• Personal/Installment Loans
• Student Loans
• DDA/Checking Accounts
• Auto Secured/Unsecured
• Mortgage 1st and 2nd
Lien/HELOC, Secured and
Unsecured
• Telecommunication/Utility
• HOA
• Commercial Business
• Legal
• Money Service Bureau
Portfolio types
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Delta Credit Management LLC is interested in becoming your go-to resource for innovative
partnership. We seek to build a long, mutually beneficial, profitable relationship
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4. Key personnel
Jordan Akins serves as the Chief Executive Officer of Delta Credit Management. With more than 15 years of experience,
Jordan began his career in 2007 at Portfolio Recovery Associates in Hutchinson, Kansas. From there, he went on to
establish a collection agency out of a bedroom of his home, growing it to more than sixty Collection Representatives over
two states. In 2012, Jordan sold this business to a law firm and went on to accept a C-Level position with a large financial
services company based in the Midwest. Under Jordan’s leadership, Delta has developed new software technologies that
incorporate next-level artificial intelligence and automation, making Delta a leader in this space. This has helped our
company produce record-level recoveries for our creditor clientele.
Robyn is the Founder of Delta Credit Management LLC. With more than 27 years of experience in the collection industry,
her track record of accomplishments has led many to recognize her as an industry leader. Prior to founding Delta Credit
Management LLC, Robyn launched RB Consulting LLC, a debt buyer and seller, growing it to become the 14th largest debt
buyer in the United States with more than $20 million dollars in acquisitions. Robyn has served in many executive-level
roles throughout her career for companies operating in a variety of industries.
Kathy Servoss is no stranger to the collection business! Kathy began her career in 1991 as a Collection Representative for
Primary Financial of Phoenix, Arizona. After several years of committed service, she was promoted to a Collection
Management role and spent more than twelve years in this position. Kathy has experience working with large national
creditors including the University of Phoenix, Wells Fargo, and Bank of America. In October 2020, Kathy accepted a
position as a Collection Manager with Delta Credit Management and currently manages our team of Collection
Representatives. Kathy has a Master's Degree in Business Administration.
Jordan Akins
Robyn Bowman
Kathy Servoss
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5. Right size
Our larger competitors are typically the product of multiple mergers and acquisitions. With their entrenched
bureaucracies, they lack the flexibility and strong customer service support your team deserves. Our smaller
competitors simply don't have the bandwidth, scalability or proven processes to fulfill the volume expectations and
compliance duties.
Variable strategies
Delta Credit Management LLC designs variable call handling strategies for inbound and outbound call performance.
These strategies allow for lower wait times for customers and decreased abandonment for customers trying to speak
to a live representative. These two categories drive maximum inbound and outbound call resolutions.
Compliance
Delta Credit Management LLC has an internal compliance team to ensure compliance with rules and regulations for
clients and our organization. The compliance team also works with clients to setup client specific compliance
requirements. FDCPA, HIPPA, UDAAP, FCRA and CFPB regulatory requirements are all encompassed and recognized
by the Delta Credit Management LLC group.
Dedicated teams
Teams are dedicated to a single client. This structure ensures the highest level of agent and manager accountability
for each client. Agents are dedicated and trained to specific portfolios. Agents are also evaluated monthly for
performance. The evaluation is used to discuss skills, successes, area of improvement and career development. This
strategy allows a manager to match individual collector’s strengths to a client specific portfolio, which is essential in
achieving individual, company and client goals.
Operational
Strategy
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6. Quality
Operations process
• Delta Credit Management LLC has full time dedicated IT personnel that are capable of processing accounts in the manner which is most convenient for our clients. Delta
Credit Management LLC currently uses Secure FTP to send and receive information. Delta Credit Management LLC has the capability of linking to any secure electronic
transfer medium.
• Delta Credit Management LLC utilizes a custom-made proprietary software package that incorporated next-generation artificial intelligence and automation.
• The software is a comprehensive platform, which is fast, efficient, user friendly, flexible and very reliable. Simplicity provides Delta Credit Management LLC clients a fully
automated work environment.
• The quality team provides organizational oversight of all communication with customers. All calls are monitored and recorded to provide training feedback to agents,
dispute resolution, litigation response and client request for review. Additionally, the quality team is responsible for ensuring all processing and verification teams are
following all procedures in accordance with client policies.
• 8:1 Agent to Manager Ratio
• Dedicated IT Team
• Dedicated support personnel
• Dedicated Portfolio Management personnel
• Delta Credit Management LLCs in class training program promotes adherence to the FDCPA, CFPB, UDAAP, HIPAA State/Federal Laws and Regulations
• All agent personnel receive in class training. Client specific training is conducted upon completion of initial regulatory training. Agents must pass client training with a 95%
or higher score to be released from training into production environment.
• All training materials will be provided to clients for review and sign off prior to administering. Any updates to materials are provided to clients for approval on an ongoing
basis.
Technology
Training
Staffing
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Delta Credit Management LLC offers its clients a
variety of standard reports and through its
Simplicity collection software clients have
access to unlimited custom report generation.
Delta Credit Management LLC’s in-house
programming staff can design specific reports to
meet each client’s ongoing needs.
Standard client reports are as follows:
Client Portfolio Snapshot: Listing of all client
KPI’s in row and column specified format.
Provides summary overview of performance.
Dialer Statistics: Illustrates all dialing activity
during the previous month.
Client Inventory: Reflects a complete listing of
active accounts with placed dollars, the current
balances and status of each account.
Delta Credit Management LLC data
management team provides comprehensive
development of all company policy and
procedures with proven ability to integrate
client specific processes for the entire
servicing lifecycle. All Client data is validated,
protected and processed on the Delta Credit
Management LLC system. The Delta Credit
Management LLC system provides security
intrusion technology for premier data
protection for all clients.
Data management Performance tracking Client reports
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8. Service process
Service levels
The Client Service team is designed to be dedicated to individual clients. Client escalated issues are handled with urgency and commitment to response is the measurement of
success for the team. Escalations, daily reporting, client specific requests, customer surveys are all handled by the client services group. Weekly meetings with the executive
team are conducted to ensure company leadership is aware of all client issues, questions, concerns and feedback.
Client services
• Oversees the client services team. Her commitment is to provide accurate, timely and unparalleled quality service to every client.
• The Delta Credit Management LLC executive management team meets weekly to discuss each client. The meetings include detailed discussions of performance, quality, IT,
compliance and client services.
• All Clients are provided with direct contact information for the Delta Credit Management LLC executive team, this level of contact serves as the company commitment to
provide the strongest levels of partnership to each of our clients.
The Customer Service and Care team(s) are designed to be dedicated to achieving client specific goals. The inbound/outbound group works as a client brand ambassador,
providing unparalleled customer resolution while maintaining the highest level of quality on each customer interaction. The customer service/care team is strategically located
in Flint, Michigan and can provide 24hr coverage for client portfolio(s). Weekly meetings with the executive team are conducted to ensure company leadership is aware of all
client issues, questions, concerns and feedback.
Customer service
• Our company motto is “PERFORMANCE, COMPLIANCE & SECURITY”
• Additionally, we strive to be remarkable and the one called upon for your opportunities and be an extension of the brand your company has built.
• Delta Credit Management LLC specializes in Customer Service, Document Processing, Verification Services, Customer Retention, Delinquency mitigation and the collection of
Primary, Secondary, Tertiary and/or Pre-Charge-Off Accounts
• Additionally, we have the staff/capabilities to work accounts for special projects and/or overflow scenarios.
Client service structure
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9. Service process
Client communication
• Customized agent dialing scripts designed to understand customer ability to pay and develop consistent repayment status.
• Agent incentives structured to enhance call quality, client procedures, long term repayment growth and customer empathy.
• Call escalation process designed to execute one call resolution with Delta Credit Management LLC operational team.
• Daily client goal performance reports are created and shared with executive leadership to ensure maximum performance communication of each client.
Collection services
The Dispute Resolution team is designed to be dedicated to individual clients. Client disputes are tracked and reported to each client on a daily basis. The nature of the
dispute, the action taken to handle the dispute, the resolution timeframe and the team member assigned to work the dispute are all tracked and handled with urgency and
commitment to resolution.
• The Delta Credit Management LLC innovation team tracks all client processes and procedures and provides analysis reporting on potential efficiency, performance and
compliance innovation.
• The Delta Credit Management LLC executive management team meets weekly to discuss each client. The meetings include detailed discussions of innovation, performance,
quality, IT, compliance and client services.
• All Clients are provided with direct contact information for the Delta Credit Management LLC executive team, this level of contact serves as the company commitment to
provide the strongest levels of partnership to each of our clients.
Innovation team
• All Clients are provided direct contact channels to the Delta Credit Management LLC executive leadership team. Our mission is to provide best in class client communication. Our key focus
throughout the partnership is the core foundation of clear, concise, prompt and client serving availability communication for each client portfolio(s). Weekly meetings with the executive
team are conducted to ensure company leadership is aware of all client issues, questions, concerns and feedback.
Dispute resolution
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10. Delta Credit Management LLC’s commitment to compliance. We are fully
licensed/certified in all 50 states as well as insured and bonded above the levels
recommended by the ACA. In addition, we adhere to all Federal and State
regulations including FCRA, FDCPA, HIPAA and CFPB rules.
Delta Credit Management LLC maintains the highest levels of security for our
facilities as well as our internal and client data.
Delta Credit Management LLC has implemented a proven strategy for
portfolio management that has been unsurpassed in the industry. Our agents
receive industry specific training and portfolio assignments.
Delta Credit Management LLC maintains a client on boarding team to provide a seamless
transition for new client systems and/or portfolios. The team can be deployed to a client site
during the transition process. Delta Credit Management LLC covers all cost of transition
related to client portfolio transition. Cost are identified and agreed to during contract
execution.
Delta Credit Management LLC values our relationship with our clients, and we
provide them with 24-hour client services team that can assist with any client issues.
Delta Credit Management LLC has a lower Account to agent Ratios and lower
Agent to Manager Ratios compared to national averages enabling us to focus on
client portfolio results.
Delta Credit Management LLC has dedicated agents for each client portfolio.
Includes, customer service, verifications, processing and collections
Delta Credit Management LLC demonstrates a strong focus on Customer and
Client needs. A commitment to Performance, Compliance, Security, Timeliness
and Partnership.
Delta Credit Management LLC utilizes cutting edge technology built from the
ground up. Our technology incorporated next-generation artificial intelligence
and automation providing our clients a distinct advantage.
Delta Credit Management LLC has CPA’s & Attorneys as well as an established
attorney network that can be utilized to achieve client requested results.
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The Delta Credit Management LLC difference:
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11. Corporate details
History
Ownership
Insurance
Member Associations
• The Delta Credit Management LLC team has more than 93 years
of combined industry experience.
• Privately-owned company headquartered in Flint Michigan
• Fully licensed, insured and bonded
• Flint Michigan Chamber of Commerce