www.oposlimited.comOur People, Our Systems

• Established2008 –Steeredbyamanagement teamwithover100yrsexperience

• Scalable,technologyled,customercontactcentre

• Relocationin2014tolargerstateoftheartofficesaccommodatingexpansionandaccesstolargerlabourpool

• Industryleadingcomplianceandcontinuousimprovementprogramme

• Providingtailoredcreditmanagementsolutionsdeliveringeconomies&efficienciesforavarietyofclientsacrosstheUK

• CustomerManagementExperienceacrossconsumerandcommercialdebtinBanking&Finance,Utilities,Telecoms,RetailCredit,MailOrderamongstothers

• Control,operationaloversightisattheheartofeverythingwedo

OurExperience

• Earlyandlateconsumercollections

• Commercialcollections

• TraceandCollect• Debt&PanelManagementoutsource

• BPOservices

• Debtpurchase

OurExpertise

Firmsareunderincreasingpressuretoexerciseappropriateoversightovertheiroutsourcedfunctions

• A need to ensure that responsibilities to customers and regulatorsarefulfilled

• Havingrobustsystemsandprocessesregardingoutsourcingdecisionsandongoingmanagement

• Although you may outsource the function or system you can’toutsourcetheresponsibility

• Aneedtoevidenceallofthis

• If controls and systems not there, a risk of poor outcome for thecustomerandnoncompliance

OuruniquecombinationofOURPEOPLEOURSYSTEMS looksbeyondbestpracticemeetingandexceedingtoday ’schallenges

Today’sChallenges

OurPeople

• StructuredStaffInduction,TrainingandProbationprogram

• Competencyframework

• AgentTrainingAcademy• Qualitymonitoringprocess

• Callrecordingfacility

• RealtimecallmonitoringthroughPC,tabletorphone

• CSAAnnualCollectorAccreditationInitiativeExam

• “Insight”operationalandcomplianceMIforallagents

Scott Dawson

Managing & Technical Director

Chad Wright

ICT Support & Programmer (DDI Software)

Lizzy McArdle

Business Support & Finance Manager

Margo Kidd

Operations Control & Compliance

Ross Purdie

Sales & Client Services

Ian Cork

Head of Sales

Business Support & Financial Difficulties

Functions

Lorraine Hall

Productivity & Performance Manager

Chloe Bundy

Team Captain

Lauren McGuire

Compliance & Reporting Manager

Paige McCaskie

Team Captain

Consumer/Commercial Collections Teams

Niamh Cowan

Team Captain

Ryan McCann

Team Captain

OurSystems• Entireoperatingsystemowned,managed&developedbyOposLimited’s

sistercompany,DDISoftware(www.ddisoftware.co.uk)

• Ascent–Proprietary intuitiveandsimplefrontendcustomermanagementsystem,developedandbuiltusingover20yearsoperationalknowledge

• callCent –Proprietary telephony system, includingblendeddialler,100%PCIDSScallrecordingandreal-timedashboards

• “Insight” –deliveringourcallcentre toyourbrowser real time including–

Quality Score,Complaints,Call Recordings, KPIs,CustomerQueries andIndividualAccountDetail.

• Integrated payments solutions including barcoded letters, text paymentoptionsgivingcustomersconvenience&choice

• Interactiveandsecurecustomercontactandtransactionalwebportal

• Onlineclientqueryandresolutionportal

Ascent Screen

Real-time Call Monitoring

Agent DashboardCompany Dashboard Smart Phone Enabled

OurSystems

OurCustomerExperience• Bespokeclientstrategymovingtoamorecustomer

centricstrategybasedonindividualcustomerdata

• Fullyautomatedoutboundcalling

• Compliantandclientapprovedletters

• UseofclearEnglishtext• Bar-codedletterstosimplifypayment

• Pre-approvedSMSandemailtext

• Variablepaymentoptions

• OnlineCustomerandClientportal

• DatadrivenContactstrategywithfulloversightofthecustomerjourney

• Datacleanseandappend

• FullOfcomcompliancewithfulloversightandreportingofbothsuccessfulandunsuccessfuloutcomes

• FinancialDifficultiesunitforVulnerablecustomersandsensitivecases• SignpostingtonotforprofitDMCs

• Outboundcallstagged–besttimetocall

• Effectivecallstructures–buildingacustomerprofile

• Focusedonaffordableandsustainablesolutions

TreatingCustomersFairly

OurQuality&Compliance

CSAMembership FCAInterimPermissions ICODataProtectionRegistrationOFTBSI/ISO9001:2000

Client Customer

CAICompanyAccredited

OurPeople

OurSystems

OurControl

• Keypersonneldeliveringover100yearsexperienceindebtmanagement

• In-housecentreofexcellence,basedona foundationofcontinuousimprovement,accreditedtrainingand“Insight”monitoring

• Acontinuedfocusonexcellenceunderpinningourvaluesandbrand

• TechnologyledthroughouruniquerelationshipwithDDISoftware

• Innovativeapproachtoclientandcustomerexperience

• BespokeManagementInformationandclientintegrationasstandard

• Flexible,scalableandintuitive

• “Insight”operationaloversight

• BorninandcontinuedadoptionofFCAculture

• Ensuringthecustomeriscentrictoeverythingwedo

• Cultureofcontinualreview

OurStrategicObjectives• Todeliverafullycompliantdebtcollectionservicetoavarietyofclients

acrossmultiplesectorskeepingthecustomerattheheartofourprocessatalltimes

• Tocontinuetoutilisetechnologytoinnovateandimproveourserviceofferingstoourregulators,ourclientsandtheircustomers

• Tocontinuetoimproveourpeopleofferingthroughongoingrootcauseanalysisandtraining

• Tobeclientsandcustomerspreferredservicerofchoice

TelecomsClient–ABriefCaseStudy

OposTelecoms client

Telco Client vs. Opos Productivity Comp70%

60%

50%

40%

30%

20%

10%

0%Mth1 Mth2 Mth3

Full Month Outcomes

Gro

ss R

ec

ove

ry %

(N

ot

Cum

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tive

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Gross Recoveries

ConsumerLender–ABriefCaseStudy

Opos Gross RecoveryLender Gross Recovery

0.80% Opos vs Consumer Lender Internal Recovery Curve

0.70%

0.60%

0.50%

0.40%

0.30%

0.20%

0.10%

0.00%1 2 3 4 5 6

Month 1 – 6 (12 month placements)

Gro

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(N

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)

SummaryClient: Thisclientisoneofthetop10telephonybusinessesintheUK,withoperationalcentresinManchester&London

Customers:Residentialhouseholds

Services:FixedlinetelephonyandBroadbandservices

TheInitialOpportunityDuringQ42014,Oposwasappointedas theclient ’snewsupplierresponsiblefortherecoveryof ‘disconnected’ service debt - Accounts’typically ’ 60 days overdue. It became veryapparent after a few months that we wereaddinglittleifanyvaluetoboththeclientandtheircustomer.Certainly intermsofROI,apoorexperience for Opos due to limited contactchannels given that the primary contactnumber/service had been disconnected andalternative data capture, particularly mobilenumbers,waspoorasheavilyweightedtoPYG.

TheNewOpportunityEarly in 2015weworkedwith theclientonan‘alternativesolution’,onethatwouldattheveryleastenableustoachievetwocoreobjectives.

-ReduceChurn-Betterinfluencecustomerexperience&outcomethroughincreasedcontact

InMarch2015theclientstartedtoassign‘Live’accounts to Opos at 14 days overdue. Theexport files were evenly balanceddeterminednot least by client risk/behavioural scores,

TelecomsClient–ABriefCaseStudy ShortTermConsumerCreditLender–ABriefCaseStudy

The firm was an innovative online lender,established in 2008. They offered “short-term”regulatedunsecuredconsumerloansfrom£100to £400 to borrowers throughout the UK andupto£1,500to recurringcustomerswithgoodpaymenthistory.

In February 2012 after several meetingsto present a case for Opos to key seniormanagement personnel,Opos was appointedasanewsuppliertotheirdebtrecoverypanel.

AsaresultOposwasassignedresponsibilityforthe ‘white label’collectionofallarrearsat14daysoverdueandaccount referralsnumberedapproximately2,000permonth.

This included implementation of a bespokereporting suite to report daily account andpaymentactivityandothercustomeroutcomessuchasmanagementandreportingoftheentireprocessfor‘hardship’accounts;FOScomplaintsandDebtmanagementPlans.

Thefirm’sboardtookthedecisionattheendof2014toexittheconsumerlendingmarket.

As a result of the superior technologicaladvantages and scale Opos provided,togetherwithexceptionalcollectionsandauditperformance and customer experience, Opos,through itsacquisitionvehicleKapamaLimited,wasselectedbythefirm’sboardasthepreferredsupplier toacquireandmanagetheremainingstockof125,000accounts in itsentiretywheretrust, competency and capacity was put at ahighervaluethanprice.

customerdemographic(mainlyC,D&Eprofile)and average balance. This client ’s targetmarket was generally the more financiallychallengedconsumer.

Half the 14 day overdue file was allocatedtoOpos

SeamlessIntegrationandContinuityofServiceNaturally, the client had some reservationaroundthisprojectparticularlyaroundcustomerexperience and brand impact given theseaccounts are only 14 days in arrears and insome cases, may not have had any previousvoice contact with the client. Therefore, it wasagreedthatallOposactivityuptothepointofdisconnectionof service (approx.1month)willbeinclientbrand.

Oposnotonlyhad thepeopleskills toexceedtheobjectivesofthisprojectbutalso, itsownITarchitecture & systems to quickly automate allreportingandqualitycontrolprocessestoensurethat thecustomer hada seamlessand superiorexperiencewhencommunicatingwithOpos.

Reportingwascriticaltothisprocesstoupdateclients system ‘Real Time’ so to prevent anyfurtherunnecessaryactivityandcost.

Theoutcomeofthisprojecthasbeenextremelypositive in terms of qualitative measures forevery customer touch point and productivityresulting to theextent thatwehavesecuredaformalcontractfor12months.

Throughout this process, Opos seniormanagement and integration team worked inunison with both the firm and FCA, who hadfull oversight of the transaction and providedsupport and advice to ensure a seamlesstransition to mitigate any predicted adverseimpactoncustomers.

In consultation with both the firm and FCAaftercompletionof theduediligenceprocessit became apparent that in many cases theinterest charges applied was unreasonablebordering excessive. Opos chose to write-downcustomer ’sbalancesandsetthiscostoffas‘unreasonable’sums.

Thisportfolio is still active todayand todate,wehavenotreceivedasinglecomplaint.

BenefitsofOposActivityOpos’s intensive management of all aspectsof the firm’s internal and external recoverystrategies enabled the firm to apply focus onmaintainingandimprovingtheirlendingbook.

Opos’scomprehensiveMIenabledeffectiveandefficientrootcauseanalysisaswellascompleteoversight from a regulators view point with theabilitytomeettherequirementsofGABRIEL.

The transfer ofownershipof thedebtbook toOpos – a reputable DCA with robust policyandprocedureensuredandcontinuetoensurethat thecorrectoutcome foreachcustomer isalwaysachieved.

www.oposlimited.com2ndFloor,15MeadowbankSt,

Dumbarton,G821JR +44(0)1414283993

Company No: SC 338837