Okaloosa County BOCC — September 16, 2014 — PennCredit Proposal — reading text

collector will try to locate the consumer’s probation officer. The collector is trained in obtaining location information as outlined by the FDCPA. Okaloosa County EMS , RFP # EMS 63-14 Page - 31 ~ Penne Service ¢ integrity * Results License Records: These records contain multiple types of licensing and public information the collector may use to locate the consumer. If the collector knows that the consumer is a professional who requires a license to practice, the collector may call the state authority of that organization. If the consumer is a current member, the organization will have record of where they are practicing. Asset Verification: The collector will attempt to verify and locate as many assets as possible in the course of using all available skip-tracing tools. If liquid assets are located (place of employment in wage attachment state, ownership of property, checking and/ or savings account, ownership of cars, boats, slips and stocks), we will forward a suit/ garnishment request form to Client with all asset/employment information attached. Voter Records/Registration: In most states, a person cannot register to vote at a Post Office mail box; the person must provide a physical street address. In most cases, voter registration is public information and this record will provide the collector with a physical street address registered under the consumer’s name. Tax Assessment: The Tax Assessors Office will provide ownership of property by name, parcel number and address. It will also provide what address the taxes are sent to. The collector will follow all leads until conclusion. Directory Assistance: In the use of online directory assistance tools, the collector wilt look for the exact name at the address of record and, if not listed, a same last name at the address of record. If there is not a listing for the consumer or same name at the address of record, the collector will look for the same exact name in the given city. The collector will follow all leads developed through directory assistance tools until conclusion. Spanish Language Capabilities Penn Credit employs Spanish-speaking representatives, and we have a dedicated toll free number that is directed to those individuals. Penn Credit’s DAVIS dialing platform also offers Spanish-speaking options, with the ability to transfer any calls to a Spanish speaking collector. Further, Penn Credit’s notices may be printed in English or Spanish and we will provide the County with a payment card for distribution indicating payment options which will be printed in English and Spanish. Credit Bureau Reporting Credit bureaus are a valuable resource for Penn Credit and the client. Creating an incentive for consumers to eliminate reported debt, Penn Credit utilizes the services of three major credit bureaus regularly: TransUnion, Equifax, and Experian. Okaloosa County EMS RFP # EMS 63-14 Page - 32 Service * Integrity ° Results Contacting Consumers by Phone Penn Credit’s contact with consumers via telephone is essential to Penn Credit’s successful recovery process. Our calling platforms combine the speed and efficiency of automated calling with compliance for state and federal law, all carried out in accordance with the rules established by the County. While incoming calls are instantly transferred to available collectors, the calling system also guarantees that all outbound calls are within guidelines established by federal and state law, ensuring that no phone calls are made before or after approved hours. Penn Credit’s telephone systems also have numerous quality assurance mechanisms: 1) management has the ability to monitor collection calls by listening to, participating in, and even taking over of the call when necessary; 2) a call/screen shot recording system records every phone call and collector computer screen for archival and quality control purposes; and 3) multi-lingual capabilities, the D.A.V.LS. system allows the user to interact in English and Spanish (other languages are available as well); further, collectors can easily transfer a call to a collector who speaks the appropriate language. Hours of Contact Penn Credit’s collection department’s operating hours are listed below. Our extended hours of operation allow us to maximize collections in all time zones. 10:00 P.M. EST 11:59 P.M. 10:00 P.M. EST 11:59 P.M. EST 10:00 P.M. EST 11:59 P.M. EST 00 A.M. 10:00 P.M. EST 11:59 P.M. EST 5:00 P.M. EST 11:59 P.M. EST 12:00 P.M. EST 11:59 P.M. EST No live collectors 11:59 P.M. EST In accordance with the Federal Fair Debt Collection Practices Act {F.D.C.P.A), outbound calls are only made between 8AM and 9PM in the time zone where the consumer resides. Our client relations representatives are available Monday through Friday from 7:00 a.m. to 5:00 p.m. Okaloosa County EMS RFP # EMS 63-14 Page - 33 PennGr Service * integrity * Results Contacting Consumers by Mail While collection letters are not the only focus of our collection process, letters are designed in a specified sequence, at specified times, and according to specific circumstances, generating the most meaningful communication with the consumer. A collection contact followed by a meaningful, well-timed letter offers a better collection impact than a stand-alone collection notice. Our letter series includes the initial validation notice and progressively more demanding follow-up letters. The initial demand letter has three main purposes: e To advise the consumer that the account has been assigned to Penn Credit ® To provide notice of the consumer’s rights established by the FDCPA and applicable state laws ¢ To prompt payment Accounts with active payment plans will receive monthly letters and those with a post-dated check plan receive a reminder notice a set number of days before the process date. Penn Credit will obtain County approval of all collection letters prior to their use and we will obtain the County’s written approval before making any changes to collection letters sent out to consumers. We have the capability of sending double-sided letters in English and Spanish. A typical series of collection letters appears on the following pages. Okaloosa County EMS RFP # EMS 63-14 Page - 34 PennGreai Service ¢ integrity ° Results Penn Crecit NOTICE OF COLLECTION MM/DDIYYYY Hours: Mon-Thur 8am-10pm EST Fri 8am-Spm EST CLIENT: [Client Name] Sat 8am-12pm EST ID NUMBER; [Account Number] Phone: 800-900-1382 TOTAL BALANCE DUE: [S###.##4] Our client has referred your delinquent account{s} referenced below for collection. Our client is serious about collecting alt monies owed them and ( am sure your intentions are to honor your debt. Send payment using the enclosed envelope or you may go online to http://account.penncredit.com make payment or contact our office to pay over the phone. Contact our office if you are unable to pay the amount due. Unless you notify this office within 30 days after receiving this notice that you dispute the validity of this debt or any portion thereof, this office will assume this debt is valid. If you notify this office in writing within 80 days from receiving this notice that you dispute the validity of this debt or any portion thereof, this office will obtain verification of the debt or obtain a copy of a judgment and mail you a copy of such Judgment or verification. If you request this office in writing within 30 days after receiving this notice this office wili provide you with the name and address of the original creditor, if different from the current creditor, This is an attempt to collect a debt by a debt collector and any information obtained will be used for that purpose. The important rights included above apply to each account individually and you have the right to dispute any or all of the accounts included in this notice. In the event you choose to exercise your important rights included above please indicate which account(s) you are disputing. SERVICE RENDERED SERVICE DATE ACCOUNT NUMBER BALANCE MMIDD/YYYY [AccountNumber] — [S#AE##] PADGG ted ERE DETAGH AND RETURN WITH PAYMENT TO EXPEDITE CREDIT TO YOUR ACCOUNT IF PAYING BY VISA, MASTERCARD OA DISCOVER, FILL DUT BELOW — Closcoven SR. DATE P.O Box 1259. Bepartment W047 F aks. PA LT45b nen Sa) CHANGE SERVICE REQUESTED - RAN TT parm wa Visit http://account. penncredit.com to pay your bil! online, Payments recelved by check will be electronically deposited, unless you pay by non-consumer typa check, You may opt out of this program by paylng with a money order ar a travelers check. In the unlikely event your check (payment) Is returned unpald, we may elect to electronically (or by paper draft) re-present your check (payment) up to two more times. You also understand and agree that we may collect a return processing charge by the same means, In an amount not to exceed that as permitted by state law. ID NUMBER: C0206277 91203-4 #BWNJHBY PENN CREDET #9042727300351540# FLb S L4th st [Debtor Name] PO BOX 448 [Address Line One] HARRISBURG PA 47108-0988 [Address Line Two] DevllicccdeeslMacsastaactibaleaddabstiale todllalldaHulditdoldoadshalabhdatlal 91203-NEW-1 Okaloosa County EMS RFP # EMS 63-14 Page - 35 Service ¢ Integrity * Results PennGrecdtt vmooiveve Hours: Mon-Thur 8am-10pm EST ACA Fri 8am-5pm EST CUENT: [Client Name] Sat 8am-12pm EST (D NUMBER: [Account Number} Phone: 800-900-1381 TOTAL BALANCE DUE: [S###t.##] REQUEST FOR PAYMENT Failure to contact our office leads us to believe that you do not have intentions of resolving your just debt. If you are unable to pay in full, settlements and/or payment arrangements may be available. We will do our best to work with you. Please contact our office today, or go online to account.penncredit.com or send payment in full in the enclosed envelope. This letter is from a debt collection agency, This is an attempt to collect a debt. Any information obtained will be used for that purpose. SERVICE RENDERED SERVICE DATE ACCOUNT NUMBER BALANCE MM/DDIYYYY [Account Number] — [S####.###] OE DETACH AND RETURN WITH PAYMENT TO EXPEDITE CREDIT TO YOUR ACCOUNT TF PAYING BY VISA, MASTERCARD ON DI@COVER, FILL OUT BELOW, P.O Box L259. Department ILO47 aks; PA WS4SL Oven Cluverencann KES Coscoven (a lanorace oa CHANGE SERVICE REQUESTED UE AA one wow Visit http://account.penncredit.com to pay your bill ontine, Payments received by check will be electronically deposited, unless you pay by non-consumer type check. You may apt out of this program by paying with a money order or a travelers check, In tha unllkaly event your check (payment) Is ratumed unpaid, we may elect fo electronically (or by paper draft) ra-present your check (payment) up to two more times. You also understand and agree that we may collect a return processing charge by the same tneans, In an amount not to exceed that as permitted by state law, ID NUMBER: 0461002 91203 - 2213 #BWNJHBY PENN CREDIT #9042702420717870# qub S Luth &T [Debtor Name] PO BOX 7868 [Address Line One] HARRISBURG PA 17108-0988 [Address Line Two] ualllstiul ll Iildibalualdl Vall LabaabestlaasceelDocelDoafaleTalasel Lualotstlitel ees Med ' 91203-AD2PC-2213 Okaloosa County EMS RFP # EMS 63-14 Page - 36 Service ¢ Integrity * Results PennGreait Hours: Mon-Thur 8am-10pm EST Fri 8am-5pm EST Sat 8am-12pm EST Phone: 800-900-1368 that purpose. SERVICE RENDERED MM/DDIYYYY CLIENT: [Client Name] ID NUMBER; [Account Number] TOTAL BALANCE DUE: [S###.##] PROMISE TO PAY Please pay as promised. If you pay as agreed, there will be no need to contact you again regarding this matter. This letter is from a debt collection agency. This is an attempt to collect a debt. Any information obtained will be used for SERVICE DATE ACCOUNT NUMBER BALANCE EEO P.O Box 1259, Department 91047 Oakss PA A456 CHANGE SERVICE REQUESTED HONE OE WE that as permitted by state law. 91203 -95 #BWNJHBY #9042732612096529# [Debtor Name] Address Line One| [Address Line Two] Vesa lela