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CCX-AnalyticsSolid information for sound management

Management Analytics for Collections

End-to-end analytic reporting package for Collections strategy and operations

What is the effectiveness of your collections ►operation?

Can you create and track champion / challenger ►strategies?

Can you track unit costs down to activity level? ►

What is the performance of in-house vs. outsourced ►operations?

Do you have a comprehensive set of collection ►reports?

Are Operations + Strategy + Collector results ►available?


Management Analytics for Collections

Strategy performance D

Workflow performance D

Collector performance D

Recovery performance D

Account level results D

Daily refresh D

Full P&L impact with CX-ALP D

50+ pre-defined reports D

Reconciled and validated D

Management Analytics for Collections (MA Collections) is a comprehensive reporting and analysis software system for financial

account collections.

End-to-end performance analysisThe full collection process is captured, from the initial routing out of the billing system all the way through to recovery operations. Results are stored at an ac-count level. Every event on an account is captured throughout the entire process.

Individual collector results integrated with workflow and strategy informationEach action taken by a collector is identified by a unique identifier directly from the originating system. This transaction data is interpreted by MA Collections and summarized into key actions and results. Indi-vidual collector actions and results can be analyzed by any of the performance measures in the system.

1000+ performance measures and dimensionsManagement Analytics for Collections captures performance measures for every component of the standard collection process:

Effectiveness• Process outcomes• Error rates• Unit costs / efficiency• Volumes and flows•

Pre-defined reports and templates based on extensive industry experienceA comprehensive set of tracking and analysis reports for collections comes out-of-the-box with MA Collec-tions. The reports are fully configured and param-eterized for a client’s portfolio. In addition, CX-Ana-lytics can populate and configure an on-line end-user reporting tool for ad-hoc or custom reports.

Management Analytics for Collections from CX-Analytics delivers a complete set of reports, data and tools to analyze and optimize collection strategies, operations and personnel

Host / Billing

Collections Workflow

IVR

SMS

Letter

Call Management

Statement

Decision Engine• Billing / Cycle

• Financial

• Payments

• Account

• Scores

• Routing

Dialer

• Call

• Customer contact

• Actions

• Response

• Service levels

• Volumes

• Costs

• Routing

Collector

Recovery Agency

• Performance

• Activity

• Recovery rates

• Costs

Primary System

Secondary System Key Data

Architecture and Implementation

The proprietary Contact-Action-Result-Status (CARS) system is the foundationCX-Analytics has developed a data methodology and infrastructure that captures all of relevant events to comprehensively analyze the end-to-end collections life cycle at the account level. Every change in status, every action, every contact, every payment, every routing decision and every strategy assignment are all captured with the corresponding event details.

CX-Account Level Profit provides the ability to evaluate all decisions based on valueManagement Analytics for Collections is designed to work with CX-Account Level Profit (CX-ALP). CX-ALP is a proprietary profit management system from CX-Analytics that provides a comprehensive monthly data set of over 500 P&L components and drivers at the account level, all reconciled to the client’s general ledger system. The combination of this information with the process results for collections allows an enterprise to report and analyze collection activities

and strategies based on their impact to any one of hundreds of cost or revenue components of CX-ALP.

Designed for Daily UpdatesManagement Analytics for Collections can be imple-mented with daily updates for all of the primary and secondary supporting systems. Clients can now ana-lyze any aspect of performance in collections, includ-ing individual collectors, on a daily basis.

Powered by SAS® SoftwareCX-Analytics chose SAS® software as the underlying technology for MA Collections. SAS® is the lead-ing software for analytic reporting and analysis and has been recognized by Gartner Group as in the top quadrant for Business Intelligence Platforms. Gartner states, “No other vendor in the Magic Quadrant has its range of capability . . .” SAS®‘ completeness of vision combined with CX-Analytics’ ability to execute produces a best-in-class solution for analytic report-ing and analysis.

1. Plan

• Define project scope

• Inventory existing systems and data

• Document existing data repository setup and tools

• Define client-specific parameters

• Define and document client-specific reports

• Define data reconciliation and validation requirements

• Define business terms, formats and definitions

• Develop and agree implementation plan

• Build primary and secondary systems feeds

• Setup MA data repository

• Reconcile data and establish validation process

• Install MA system

• Parameterize client-specific settings

• Migrate existing reports

• Install OLAP cube reports

• Test

• Run two cycles of updates

• Technical user / manager training

• Business-user training

• Documentation hand-over

• Process hand-over

• Setup ongoing support arrangements

2. Implement 3. Deploy

2-4 Weeks 2-6 Months 1 Month

Implementation Methodology

Collections Workflow Reporting

Trace and monitor results from any start point D

Analyze profit impact of strategies, queues, actions . . . D

Obj: Quick view of current delinq and loss perfor-mance vs last month

Balance and account views; work day and calendar scales

Daily Operations Report D

Filter functionality allows unlimited reporting depth for any level of mgmnt

Report: CX403 Collections Daily Operations ReportRun Date:

Filter 1:Filter 2:Balance Measure:

DateBilling Cycle Date

Billing Cycle August July August July August July August July August July August July August July August July August July August July

22 01-Jul 1 - - - - - - - - - - 21 02-Jul 2 - - - - - - - - - - 20 03-Jul 4 - - - - - - - - - - 19 03-Aug 3 06-Jul 6 - - - - - - - - - - - - - - - - - - - - 18 04-Aug 4 07-Jul 7 - - - - - - - - - - - - - - - - - - - - 17 05-Aug 5 08-Jul 8 - - - - - - - - - - - - - - - - - - - - 16 06-Aug 6 09-Jul 9 - - - - - - - - - - - - - - - - - - - - 15 07-Aug 8 10-Jul 11 - - - - - - - - - - - - - - - - - - - - 14 10-Aug 10 13-Jul 13 - - - - - - - - - - - - - - - - - - - - 13 11-Aug 11 14-Jul 14 - - - - - - - - - - - - - - - - - - - - 12 12-Aug 12 15-Jul 15 - - - - - - - - - - - - - - - - - - - - 11 13-Aug 13 16-Jul 16 - - - - - - - - - - - - - - - - - - - - 10 14-Aug 14 17-Jul 18 - - - - - - - - - - - - - - - - - - - - 9 17-Aug 15 20-Jul 20 - - - - - - - - - - - - - - - - - - - - 8 18-Aug 17 21-Jul 21 - - - - - - - - - - - - - - - - - - - - 7 19-Aug 19 22-Jul 22 - - - - - - - - - - 6 20-Aug 20 23-Jul 23 - - - - - - - - - - 5 21-Aug 22 24-Jul 25 - - - - - - - - - - 4 24-Aug 24 27-Jul - - - - - - - - - - 3 25-Aug 25 28-Jul - - - - - - - - - - 2 26-Aug 29-Jul - - - - - - - - - - 1 27-Aug 30-Jul - - - - - - - - - - 0 28-Aug 31-Jul - - - - - - - - - -

Cycle 6+Balance (000)

Total LossBalance (000)

AgingBalance (000)

Cycle 2+ Balance(000)Remaining Work

Days

Aug 08 Jul 08Total DelinquentBalance (000)

Cycle 1Balance (000)


31 Dec 08

Classic Product

Principal Balance




Report: CX402 Collections Strategy Profit Analysis ReportRun Date:

Reporting Period:Filter 1:Filter 2:Measures: All

Strategy Queue Measure Accounts Month 6 Month 5 Month 4 Month 3 Month 2 Month 1 Month 0 Month +1 Month +2 Month +3 Month +4 Month +5 Month +6Strategy A Queue A Avg Balance

Avg Marg RevenueAvg Marg Coll Costs

Queue B Avg BalanceAvg Marg RevenueAvg Marg Coll Costs

Queue C Avg BalanceAvg Marg RevenueAvg Marg Coll Costs

Total Avg BalanceAvg Marg RevenueAvg Marg Coll Costs

Strategy B Queue BQueue CTotal

Strategy C Queue AQueue BQueue CTotal

Jan 07 - Dec 08

Entered colls Jan 07-Dec 08Product / Card Type

31 Dec 08 Obj: Profitability view of current collection strategies and queues

View performance before and after strategy assignment

Filters allow detail subset reporting

Report: CX401 Action Results AnalysisRun Date:

Reporting Period:Filter 1:Filter 2:Measures: All

31 Dec 08

Feb 1 - Feb 5Product / Card TypeEntered colls Jan 07-Dec 08

All Action Categories

Feb 1 – Feb 5

Collection Decision Applied

#, $

Make Call#, $, Avg Level of

Delinquency

StatementMessage

#, $, Avg Level of Delinquency

Other ContactMedium


RPC# Primary,

# Secondary,# Tertiary

Collected#, $ Collected, $

Not Collected

PTP#, $ Promised, $

Not Promised

Refusal#, $

Inbound Call

RPC

Statement Message

Refusal

IVR Payment

Inbound Call

Agent Payment

PTP

Etc..

Day 4

Etc..

Etc..

Day 1 Day 2 Day 3 Day 5


Feb 1 – Feb 5


#, $


Delinquency

StatementMessage


Other ContactMedium


RPC# Primary,



Not Collected

PTP#, $ Promised, $

Not Promised

Refusal#, $

Inbound Call

RPC

Statement Message

Refusal

IVR Payment

Inbound Call

Agent Payment

PTP

Etc..

Day 4

Etc..

Etc..



Feb 1 – Feb 5


#, $


Delinquency

StatementMessage


Other ContactMedium


RPC# Primary,



Not Collected

PTP#, $ Promised, $

Not Promised

Refusal#, $

Inbound Call

RPC

Statement Message

Refusal

IVR Payment

Inbound Call

Agent Payment

PTP

Etc..

Day 4

Etc..

Etc..


Obj: Management sum-mary of collection activity over time for any segment

Analyze performance at each action point

Complete view of collection process


Roll Rate Report with adjustment options D

Track volumes and flows D

Analyze delinquency impact of strategies, queues, actions . . . D

Report: CX404 Collections Roll Rate ReportRun Date:

Filter 1:Filter 2:Measure: Total Balance / Principal Balance / Accounts

Date Cycle 0 Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6 Aging 0/1 1/2 2/3 3/4 4/5 5/6 6/AgingJan-07Feb-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Mar-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Apr-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!May-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jun-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jul-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Aug-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Sep-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Oct-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Nov-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Dec-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jan-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Feb-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Mar-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Apr-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!May-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jun-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jul-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Aug-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

Product / Card Type

31 Dec 08

Identify changes in roll rates for products or other customer subsets easily

Multiple balance or account measures to eliminate effect of fees

Obj: Summary view of collection activity by strategy and queue

Can be used as an audit tool based on activity strategy

Comprehensive reconcilia-tion of volumes and flows by strategy and queue

Report: CX405 Collections Volume and Flow ReportRun Date: 31 Dec 08

Reporting Period:Filter 1:Filter 2: Entered colls Jan 08 - Jul 08

Strategy Queue Beginning Units Added Units Action 1 Action 2 Action 3 Action 4 Action 5 Action 6 Action 7 No Action Ending Units

Strategy A Queue AQueue BQueue CTotal

Strategy B Queue BQueue CTotal

Strategy C Queue AQueue BQueue CTotal

Jan 08 - Aug 08Product / Card Type

Report: CX406 Collections Delinquency Impact ReportRun Date 31 Dec 08

Reporting Period:Filter 1:Filter 2: Entered colls Jan 08 - Feb 08Measures: Contact Rate, PTP Kept Rate, Reage Rate, 60 to C/O Roll Rate

Strategy Action Measure Month 0 Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12Strategy A Action A Contact Rate

PTP Kept RateReage Rate60 to C/O Roll Rate

Action B Contact RatePTP Kept RateReage Rate60 to C/O Roll Rate

Total Contact RatePTP Kept RateReage Rate60 to C/O Roll Rate

Strategy B Action BAction CTotal

Strategy C Action AAction BAction CTotal

Sept 07 - Aug 08Product / Card Type

Obj: Mgmnt view of current strategies and actions in portfolio

Evaluate impact of specific actions or strategies

Automatically sequenced to produce consistent time cohorts

Obj: Time summary of portfolio perf. for delinq., roll rates and losses


Delinquency Movement Matrix Report D

Workflow Activity Summary Report D

Delinquency analysis by segment, score, demographic . . . D

Report: CX407 Collections Delinquency Movement MatrixRun Date:

Reporting Period: Aug 08Filter 1:Filter 2:

Jul 08Current

Balance (000)Cycle 1





Balance (000)Cycle 6+

Balance (000)Aging

Balance (000)BankruptcyBalance (000)

DeceasedBalance (000)

Fraud Balance(000)

CurrentCycle 1Cycle 2Cycle 3Cycle 4Cycle 5Cycle 6NewTotal

Jul 08Current






Balance (000)Cycle 6+

Balance (000)Aging

Balance (000)BankruptcyBalance (000)

DeceasedBalance (000)

Fraud Balance(000)

Current #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Cycle 1 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Cycle 2 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Cycle 3 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Cycle 4 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Cycle 5 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Cycle 6 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!New #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Total #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

31 Dec 08

Product / Card Type

Aug 08

Aug 08

OBbj: View of account movement from one month to the next

Use filters to analyze by strategy or queue or for subsets of portfolio

Report: CX408 Collections Workflow Summary ReportRun Date: 31 Dec 08

Reporting Period:Filter 1:Filter 2:

Strategy Action Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12Strategy A Starting Inventory

Outbound CallsInbound CallsTotal CallsRPCsPTPsLettersSMS

Strategy B Starting InventoryOutbound CallsInbound CallsTotal CallsRPCsPTPsLettersSMS

Strategy C Starting Inventory


Report: CX409 Collections Delinquency Analysis ReportRun Date

Reporting Period:Filter 1:Filter 2:Measure: Gross Balance

Strategy QueueCurrent Balance

(000)Total Delq Balance

(000)Cycle 1 Balance





(000)Cycle 6+ Balance

(000)Total Loss Balance

(000)Aging Balance

(000)Strategy A Queue A

Queue B

Queue C

Total

Strategy B Queue B

Queue C

Total

Strategy C Queue A

Queue B

Queue C

TotalTotal

Strategy Queue Current Accts Total Delq Accts Cycle 1 Accts Cycle 2 Accts Cycle 3 Accts Cycle 4 Accts Cycle 5 Accts Cycle 6+ Accts Total Loss Accts Aging Accts

Strategy A Queue A

Queue B

Queue C

Total

Strategy B Queue B

Queue C

Total

Strategy C Queue A

Queue B

Queue C

TotalTotal

31 Dec 08

Dec-08Product / Card Type

Obj: Summary trend of monthly collection activity by strategy

Contact effectiveness of individual strategies

Current and historic views show changes in activity over time

Obj: Summary view of delinquency by strategy and queue

Analyze on any subset of the portfolio using filters

Can be used as an audit tool to verify all delq accts are within a strat or queue

Excellent tool to manage collection teams by view-ing movement trends

Operational Reporting

Collection Agent Performance Report D

Call management system integration D

Unit costs and efficiencies D

Report: CX410 Collections Agent PerformanceRun Date: 31 Dec 08

Reporting Period: 1 Aug 08 - 15 Aug 08Filter 1:Filter 2:

Collector Group Phone Pays Total Cash/Hr Rate Number Kept/HrTeam A Agent A #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

Agent B #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Agent C #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!... #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Total #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

Team B Agent A #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Agent B #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Agent C #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!... #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Total #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

... ... #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Total #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

Grand Total #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

Contacts/HrSystem Hours Paid Hours Utilization Calls Call/Hr Contacts RPC's RPC's/Hr PTP's PTP's/Hr Amount Collected Kept PTP's

Report: CX411 Collections Process Report IVRRun Date: 31 Dec 08


Inbound Number Result Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12Number Ref 1 Calls

ID&V BypassID&V FailID&V Pass

BalanceAvailable CreditPayment SuccessPayment FailPTP SuccessPTP FailDirect to Agent

Total Agent

Sept 07 - Aug 08Inbound Number

Report: CX412 Collections Unit Costs and EfficienciesRun Date: 31 Dec 08

Reporting Period:Reporting Frequency:Measures: All

Measures Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12Unit Costs Inbound Call

Outbound Dialer CallOutbound Manual CallLetterSMSStatementAgent

Efficiencies Payment / LetterPTP N / CallPTP Amt / CallPTP Keep RatePayment / CallSystem Time / Paid TimePayment / Collector

Sept 07 - Aug 08Daily / Weekly / Monthly

Obj: Daily scorecard for individual and/or team collections

Unlimited reporting pe-riod choices, even daily

Primary tool for manag-ing individual collector performance

Obj: Monthly view of col-lections IVR performance

Identify hidden customer interaction failures

Obj: Quick mgmnt view of unit costs and efficiencies by collection activity

Comprehensive list of efficiency measures available

Changes in trends can quickly identify problem areas

Operational Reporting

Reage Report D

First payment default tracking D

Loss analysis D

Obj: Trend analysis of reaged accounts

Primary tool for managing reage compliance

Use filter to track results by manual / auto reage and by collector

Obj: Trend first pay default performance by acct vintage or product

Key indicator of poor ac-count quality and large impact on collections

Obj: Tracking components of losses over time

Identify trends in non-aging components

Use filter to track results by scorecard / cutoff or other referral strategy id

Use filter to track results for any origination pro-gram or other segment

Report: CX413 Collections Reage Rate ReportRun Date:


Month Total Delinquent Value Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6+ Total Month Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6+ TotalJan-07 Jan-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Feb-07 Feb-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Mar-07 Mar-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Apr-07 Apr-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!May-07 May-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jun-07 Jun-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jul-07 Jul-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Aug-07 Aug-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Sep-07 Sep-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Oct-07 Oct-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Nov-07 Nov-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Dec-07 Dec-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jan-08 Jan-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Feb-08 Feb-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Mar-08 Mar-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Apr-08 Apr-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!May-08 May-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jun-08 Jun-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jul-08 Jul-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Aug-08 Aug-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Total Total #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

Month Total Delinquent Volume Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6+ Total Month Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6+ TotalJan-07 Jan-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Feb-07 Feb-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Mar-07 Mar-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Apr-07 Apr-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!May-07 May-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jun-07 Jun-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jul-07 Jul-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Aug-07 Aug-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Sep-07 Sep-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Oct-07 Oct-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Nov-07 Nov-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Dec-07 Dec-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jan-08 Jan-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Feb-08 Feb-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Mar-08 Mar-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Apr-08 Apr-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!May-08 May-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jun-08 Jun-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jul-08 Jul-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Aug-08 Aug-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Total Total #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

31 Dec 08

Product / Card Type

Report: CX414 Collections First Payment Defaults ReportRun Date:


Month Total Delinquent Value Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6+ Total Month Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6+ TotalJan-07 Jan-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Feb-07 Feb-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Mar-07 Mar-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Apr-07 Apr-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!May-07 May-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jun-07 Jun-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jul-07 Jul-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Aug-07 Aug-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Sep-07 Sep-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Oct-07 Oct-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Nov-07 Nov-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Dec-07 Dec-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jan-08 Jan-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Feb-08 Feb-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Mar-08 Mar-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Apr-08 Apr-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!May-08 May-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jun-08 Jun-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jul-08 Jul-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Aug-08 Aug-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Total Total #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

Month Total Delinquent Volume Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6+ Total Month Cycle 1 Cycle 2 Cycle 3 Cycle 4 Cycle 5 Cycle 6+ TotalJan-07 Jan-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Feb-07 Feb-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Mar-07 Mar-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Apr-07 Apr-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!May-07 May-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jun-07 Jun-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jul-07 Jul-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Aug-07 Aug-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Sep-07 Sep-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Oct-07 Oct-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Nov-07 Nov-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Dec-07 Dec-07 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jan-08 Jan-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Feb-08 Feb-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Mar-08 Mar-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Apr-08 Apr-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!May-08 May-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jun-08 Jun-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Jul-08 Jul-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Aug-08 Aug-08 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!Total Total #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

31 Dec 08

Product / Card Type

Report: CX415 Loss Composition ReportRun Date:


Date Amount Units $/Unit % Principal Amount % of Total Units % of Total $/Unit % Principal Amount % of Total Units % of Total $/Unit % Principal Amount % of Total Units % of Total $/Unit % PrincipalJan-07Feb-07Mar-07Apr-07May-07Jun-07Jul-07Aug-07Sep-07Oct-07Nov-07Dec-07Jan-08Feb-08Mar-08Apr-08May-08Jun-08Jul-08Aug-08

31 Aug 08

Product / Card Type

Total Aging Bankruptcy Deceased

Recovery Performance

Recovery curves D

Agency performance D

Referral strategy analysis D

Obj: Trend analysis of cu-mulative recovery perfor-mance by placement mo.

Primary tool for managing recovery performance


Obj: Trend cumulative recovery performance by agency placement

Primary tool for managing recovery agency performance

Obj: Identify opportunities in placement strategies quickly

Unlimited detail with filter functionality

Report: CX416 Collections Vintage Recovery ReportRun Date:


Month 0 Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12 TotalSep-07Oct-07Nov-07Dec-07Jan-08

Total


31 Dec 08

Month Placed Amt PlacedCumulative Recoveries since Placement

Report: CX417 Collections Vintage Agency Performance ReportRun Date:


Month 0 Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12 TotalAgency 1Agency 2Agency 3Agency 4Agency 5Total

31 Dec 08


Agency Amt PlacedCumulative Recoveries since Placement

Report: CX418 Collections Vintage Referral Strategy Performance ReportRun Date:


Month 0 Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12 TotalStrategy A Range 1

Range 2Range 3Total

Strategy B Range 1Range 2Range 3Total

Strategy CTotal


Referral Strategy

31 Dec 08

Amt PlacedScoreCumulative Recoveries since Placement


Strategy Performance Analysis

Routing from host or strategy system D

Profit, payment and contact rate performance D

Self-cure rates D

Obj: View collection results by host system routing id

Audit volumes and results by host routing strategy

Are host system routing rules generating efficient / effective results?

Obj: Track effectiveness of each collection workflow strategy

Any performance period

View results for any subset of portfolio

Obj: Track trends in self-cure rates by number of contacts and strategy

Identify opportunities for routing and strategy changes

Any subset of portfolio can be analyzed

Report: CX419 Collections Routing PerformanceRun Date: 31 Dec 08

Reporting Period: Aug 08Filter 1: Product / Card TypeFilter 2:

Amount Number % Kept % Broken % Open Total Phone Pays Kept PTP HouseRouting ID ARouting ID B...Total

Routing ID PTPs PTP Status Amt CollectedAccounts Contacts RPCs

Report: CX420 Collections Routing PerformanceRun Date: 31 Dec 08

Reporting Period: Aug 08Filter 1: Product / Card TypeFilter 2:

Amount Number % Kept % Broken % Open Total Phone Pays Kept PTP HouseStrategy AStrategy B...Total

StrategyPTPs PTP Status Amt Collected

Accounts Contacts RPCs

Report: CX421 Collections Self Cure Rate ReportRun Date:

Date Entered Collections: Sept 07 - Aug 08Filter 1:Filter 2: Strategy

StrategyN of

Contacts Month 0 Month 1 Month 2 Month 3 Month 4 Month 5 Month 6+ Total

Strategy A 1

2

3

Total

Strategy B 1

2

3

TotalTotal

Product / Card Type

31 Dec 08

Dynamic Reporting with OLAP Cube

Roll rate• Daily operations• Loss composition• Queue inventory• Queue flows• Action inventory• Action flows• Dynamic delinquency movement• Daily delinquency values by strategy• Month-to-date delinquency perfor-• mance (DOR)Workflow tracking• Queue performance analysis• Action performance analysis• Workflow strategy performance • analysisActivity summary• Unit cost tracking• Delinquency analysis by account seg-• mentDelinquency analysis by score / demo-• graphicReconciliation / audit• Recovery curve• Recovery analysis• Recovery referral strategy analysis• Time series P&L• Monthly detail P&L• Reage analysis• First payment default analysis• Loss analysis• MTD loss performance• Age-back tracking• Action / result decision tree analysis• Call management system tracking• Collection agent performance• Self-cure rate analysis and tracking•

61 primary income components • (CX-ALP)37 secondary income components • (CX-ALP)95 operating cost components (CX-• ALP)61 non-operating cost components • (CX-ALP)57 risk and tax cost components • (CX-ALP)65 month-to-date metrics (CX-ALP)• 55 month-end metrics (CX-ALP)• 17 cycle-end metrics (CX-ALP)• Contact and productivity metrics• Delinquency metrics• Unit costs• Error measures• Volumes and flows• Account measures• Balance measures• 51 MTD transaction volume mea-• suresMonth-end balance • Promises: made / kept / open / • brokenHouse money• Phone payment• Collector goals• Collector time: phone / system / • not readyCharge-off amount and com-• ponenetsWrite-off amount and components•

Reporting and Analysis Dimensions

CX-Analytics will setup an interactive end-user reporting capability

Distribute reporting and analysis to Dbusiness users - no programming req’d

Real-time interactive analysis D

View reports online, send to Excel® or Dprint

Dimension variables define which Daccounts to summarize in report, typically for Pages, Rows, or Columns

Performance Measures define the results Dor metrics to analyze, typically as contents of a report CELL

Standardized data and business terms D

SAS® software is preferred toolset but Dother software tools can be supported

Delinquency status• Account status code• Account status date• Account demographics• Account scores• Account / portfolio segment• Elapsed time• Vintage (YYYY/QQ/MM/MOB)• Collector / Agent id• Collection Team• Workflow queue• Workflow action• Workflow strategy• Host decision id• Triad / decision strategy id• Triad / decision strategy digit• Recovery agency• Cycle date• Date open• Date/time last current• Date/time last reage• Date/time last contact• Date/time last action• Date/time first entered queue• Date/time last payment• Charge-off date• Write-off date• Recovery assignment date• Date first delinquent• Reage type (i.e. manual, auto) / id• Number of times reaged• Date / time last age-back• Number of age-backs• Letter id• SMS message id• Call management system link• 10 account status indicators (CX-ALP)• 25 product attributes (CX-ALP)• 15 underwriting attributes (CX-ALP)•

Performance Measures Standard Reports

Principal OfficeCX-Analytics, LLC2555 Meridian Boulevard, Suite 350Franklin, Tennessee 37067-6372 USA +1.615.261.9600

www.cx-analytics.com

[email protected]

About CX-Analytics


CX-Analytics was founded in January 2007 by Keith Coulter. The company specializes in enabling finan-cial services organizations to compete on analytics through organizational competency and specialized analytic tools. CX-Analytics is led by a team who have extensive hands-on management experience at all levels of the credit card and unsecured loan business.

CX-Analytics offers a suite of analytic reporting and modeling tools for consumer lending, commercial lending and credit card portfolios. These tools (CX-Management Analytics) utilize detailed functional data in combination with CX-ALP to deliver comprehensive analytic reporting. Our products and ser-vices include:

CX-Account Level Profit (CX-ALP), a profitability management system•

CX-Management Analytics, structured reporting systems for each operational component of the • typical card or lending business process

Portfolio profit forecasting models, including both program-based NPV models and portfolio • planning models

CX-Management Information and Analytic Reporting Diagnostic, an assessment and planning • service

Specialized business consulting and implementation assistance•

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