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FMS, Inc.
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- 2. 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. 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 ©COPYRIGHT 2011 FMS Inc. Inc.
- 4. 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 ©COPYRIGHT 2011 FMS Inc. Inc.
- 5. 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 ©COPYRIGHT 2011 FMS Inc. Inc.
- 6. 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 ©COPYRIGHT 2011 FMS Inc. Inc.
- 7. 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 ©COPYRIGHT 2011 FMS Inc. Inc.
- 8. 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. ©COPYRIGHT 2011 FMS Inc. Inc.
- 9. 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. ©COPYRIGHT 2011 FMS Inc. Inc.
- 10. FMS INCORPORATED FMS INC. | 4915 SOUTH UNION AVENUE TULSA, OK 74107 | 800-999-2443 | FMS-COLLECT.COM ©COPYRIGHT 2011 FMS Inc