Qualco manual 2015

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Qualco Manual 2015 Version 2.10

What does true innovation look like?

You. Welcome to clarity that puts you firmly in the driving seat. Welcome to greater business intelligence in collections and recoveries.

Find a new approach at qualco.co.uk

Qualco.

Your innovation, realised.

Introduction

Qualco Manual 2015 Managing Director of Qualco UK, Christian Jacob, explains his commitment to data quality and the reasons behind wanting the industry to utilise a standardised data exchange.

I

t’s tough to be in our sector right now.

The spotlight is firmly on the requirement to comply with enhanced regulation, which comes at the same time that pressure from the top has increased to optimise collections efforts.

Here at Qualco this is what we do. We help our clients achieve both goals. At the very heart of the company, which has grown significantly since June 2012, is analytics. We help originators and debt purchasers understand their customers better. To recommend the best collection strategy for each individual, to enhance performance, to value a portfolio.

Data excellence is key to the services we provide and we offer clients a panel of more than 20 DCAs, all of whom have been certified for their achievement and quality in meeting specified guidelines for the transfer of customer data.

Qualco continues to develop a standardised file transfer manual (FTM) that successfully conforms to the most stringent data regulation. With four levels of certification, DCAs must achieve a Blue Certification of Conformance to become an approved panel member. The level of certification denotes the quality of and regularity that data loads are sent and meet our specified requirements. Clients can be rest assured that when they receive data from a certified member that it is representative of the activities undertaken on their behalf.

Christian Jacob Managing Director Qualco UK

Qualco champions the safe passage of data, and as part of that we are pleased to make this FTM available to any firm that wishes to use it. In doing so you can be confident that the data you are transferring complies with any regulation that faces you. Pass this manual onto your supplier technology team as from page 11 we provide you with our specification for your future data uploads.

We value your feedback, so if you have any suggestions to improve the manual for the next release, please get in touch with us at info@qualco.co.uk. Thank you for your time in reading this, by way of a thank you, I would be delighted to offer you a free assessment of your panel and/or asset management strategy. Please get in touch today.

3

Our staff

An eclectic mix The team at Qualco UK is small but perfectly formed, having seen significant growth in the last 12 months of operation. Here we offer you a glimpse into the team at Waltonon-Thames, all of whom play an important part in our journey to create technology that delivers intelligence, efficiency and better results.

Name: Andrew Cokayne What do you do for Qualco?

Lead Analyst; responsible for all aspects of data coming in and going out of Qualco. This includes the on-boarding of new clients, creating the connectors to integrate the data from both parties, reconciliation of back-book portfolios and all data analysis. Also provide SQL support and create adhoc reports for clients and other Qualco colleagues.

What do you think is the biggest challenge in the industry right now?

The increase in regulation and compliance. This had led to an increase in costs at the debt collection agencies, slowed down the time it takes to collect debt and has put pressure on resourcing.

How the rest of your Qualco colleagues would describe you in three words Methodical, Easy-going, Sophisticated The best thing about working for Qualco is…

It has provided me the opportunity to work with people I like and respect and to grow a new start-up company into a leading technology provider within the debt recovery industry.

Name: Helen Mortimer What do you do for Qualco?

Office Manager; co-ordinating finance, HR, and facilities. My responsibilities relate to the day-to-day running of the business; liasing with internal and external teams and the general well being and support of staff.

What do you think is the biggest challenge in the industry right now?

I think the industry is facing a challenge in its identity; collections and recoveries has become a significant element of an organisation’s back office process yet there is reluctance to accept this.

How the rest of your Qualco colleagues would describe you in three words Organised, Considerate, Approachable The best thing about working for Qualco is…

Working alongside great people who work extremely hard to ensure we deliver on our promises.

4

Your innovation, realised

Name: Richard Nash What do you do for Qualco?

Head of Client Operations; this means I implement and manage all client relationships on both the Asset and Panel management products within Extra Collect. I review outsourcing strategies for clients in order to create business improvements to maximise outsourcing collections. I am responsible for sourcing industry leading agencies and managing all portfolios and their ongoing strategies.

What do you think is the biggest challenge in the industry right now?

Ever changing industry requirements all agencies (purchase/contingent) have to conform to relating to regulations, and having to fit these into a business model that is cost effective to work for everyone.

How the rest of your Qualco colleagues would describe you in three words Motivated, Dynamic, Passionate.

The best thing about working for Qualco is…

Being part of a business where no idea is a bad idea, being in a position to start something and fully see if through to the end in an industry that needs change.

Name: Victoria Oliver What do you do for Qualco?

Project Manager, with overall responsibility to help the successful initiation, planning, design and execution of the Intra Collect system into our UK clients.

What do you think is the biggest challenge in the industry right now?

Compliance and vulnerability and whether it is in the best interest of the customer, i.e. for a missed payment due to a banking error or card expiring, to go through an I&E for 45 minutes is not in the best interest of the customer.

How the rest of your Qualco colleagues would describe you in three words Determined, Focused, Knowledgeable and Insightful (oh, that’s four!)

The best thing about working for Qualco is…

Qualco encourages innovation and making their products effortless to use.

5

Our staff

An eclectic mix

Name: Carl Williams What do you do for Qualco?

Operations Manager; my main responsibility is for agency relationships and reporting. I look at the dayto-day activity from the agencies on each portfolio and work alongside them to improve/increase collections to look to generate increased revenue.

What do you think is the biggest challenge in the industry right now?

It would have to be around the FCA and businesses ensuring they are at a level that meets the FCA’s expectations.

How the rest of your Qualco colleagues would describe you in three words ‘Best Ask Them’!

The best thing about working for Qualco is…

Joining Qualco as the fourth full time employee and being involved in and playing a part of the steady growth that has happened here over the last few years is extremely rewarding and exciting.

Name: Charlie Wong What do you do for Qualco?

Head of Product Development: The product development team is in charge of delivering solutions that are innovative, practical and reliable. We are responsible for product design and ensure that all rollouts are smooth and seamless. In our search for new and creative ideas, we pay close attention to our clients’ needs while capturing insights from the wider market. These benefits are then passed on quickly to our clients in the form of continuous improvements to our solutions.

What do you think is the biggest challenge in the industry right now?

It would have to be implementing the best tools to a rigid industry within a fast changing landscape.

How the rest of your Qualco colleagues would describe you in three words Ready, Steady, Go! The best thing about working for Qualco is…

Working within a technically advanced team with broad experience and unique insights into the industry, from purchase to panel management to collections.

6

Your innovation, realised

For multi-award winning debt servicing

The only way is ethics Fredrickson - part of the Lowell Group

www.freds.com

7

Qualco at a glance European presence

Qualco works with leading financial institutions, banks and commercial corporations across Europe

SERVICING OVER

70 CLIENTS

10,000 AGENTS

10,000,000 ACCOUNTS OUR CLIENTS: akinika debt recovery (part of the Capita group of companies) • ATE Bank • Bancpost • CAP • Citibank • Eurobank • Express Gifts • FUIB Bank Ukraine • Flemmings • Fulham FC • Hellenic Bank Cyprus • Hoist Group • Ideal World • MMF • NACC • NEMO • Postbank • Quid24 • Ren Money • Robinson Way • Sigma Financial Group • Stopanska Bank • TBI • Tesco Mobile • United Bulgarian Bank • Universal Bank • Voivodanska Bank • Vostok Finance Group

8

Your innovation, realised

LONDON PARIS ATHENS

PROCESSING

$200bn

OF DEBT 9

“Ardent are delighted to be part of the Qualco team” “Superior performance on all fronts” Contact Steve Murray for details of Ardent’s consumer and commercial debt collection services. smurray@ardentcredit.co.uk 10

Your innovation, realised

QC DCA INTEGRATION SPECIFICATION Application: Qualco Extra-Collect Connector: QC - DCA Integration Specification

11

Intellectual Property The contents of this document remain the intellectual property of QUALCO. The diffusion, distribution, copying, reproduction, resale, disposition with or without remuneration in any way whatsoever, partial or total, to third parties and/or their exploitation in general without the written consent of QUALCO is absolutely prohibited.

All approved copies and reproductions must be returned to QUALCO immediately upon request.

Confidentiality The material contained in this document is proprietary and constitutes classified business material. It belongs solely to QUALCO and should be treated as privileged and confidential. Accordingly, it may not be disclosed to any third party and its use should be limited only to the extent that is absolutely necessary for the fulfilment of the scope of this document.

Trademarks All trademarks included in this document, marked and/or unmarked, belong to their respective owners.

12

Your innovation, realised

1. Table of Contents

1. Table of Contents

13

2. Introduction

14

3. Export Files (QC ----> DCAs)

15

3.1.

Export Files Naming Conventions

15

3.2.

Export Files Basic Information

15

3.3.

List of Export Files

16

3.4.

Export Files Layout

18

3.4.1.

New Business File (NBF)

18

3.4.2.

Contact Details File (CDF)

21

3.4.3.

Product Breakdown File (PBF)

23

3.4.4.

Customer Accounts File (CAF)

24

3.4.5.

New Business Alert File (NAF)

26

3.4.6.

Customer Data Update File (UBF)

27

3.4.7.

Contact Details Update File (UCF)

29

3.4.8.

Account Action Notification File (ANF)

31

3.4.9.

Qualco Transactions File (QTF)

32

3.4.10. Balance Reconciliation Exceptions (REX)

33

3.4.11.

34

Qualco Alert File (QAF)

4. Import Files (DCAs ----> QC)

36

4.1.

Import Files Naming Conventions

36

4.2.

Import Files Basic Information

36

4.3.

List of Import Files

39

4.4.

Import Files Layout

40

4.4.1.

New Business File Acknowledgement (ANB)

40

4.4.2.

Customer Data Update File (UBF)

41

4.4.3.

Contact Details Update File (UCF)

43

4.4.4.

Transaction(s) File (TRF)

45

4.4.5.

Closure File (CLF)

46

4.4.6.

Repayment Offer(s) File (ROF)

47

4.4.7.

Action(s) History File (ACF)

48

4.4.8.

Event(s) File (EVF)

49

4.4.9.

Note(s) File (NOF)

52

4.4.10. Reconciliation File (REC)

53

13

2. Introduction

T

he aim of this document is to describe the batch integration speciďŹ cation for the exchange of information between the Panel Management

System (henceforth QC) and the Debt Collection Agencies (henceforth DCAs) to which a delinquent portfolio is assigned for collections and recovery treatment.

In the following sections basic information for the interfaces exchanged, rules and business logic governing the integration process, as well as the exact layout of the exported and imported ďŹ les are detailed.

14

Your innovation, realised

3. Export Files (QC ----> DCAs)

3.1. Export Files Naming Conventions The name of the files exported from QC to DCAs has the following structure: <EXP>_<DCA INTCODE>_<FILE ABBREVIATION>_<SEQUENCE NUMBER>_ < CREATION DATE>.txt * * * *

*

EXP: Indication for exported files.

DCA INTCODE: DCA’s unique internal code as parameterized in QC. FILE ABBREVIATION: The abbreviation of the integrated file. See section 3.3 for file name abbreviations.

SEQUENCE NUMBER: The export sequence of each file of the same type provided to a DCA. For each new file of the same type exported, an increment value of 1 will be added. No gaps should exist between files and in case a failure occurs, file(s) will be exported with the same sequence number.

CREATION DATE: File creation date in YYYY-MM-DD format.

3.2. Export Files Basic Information * * * * *

* *

Files exported from QC are text files of predefined format (*.txt).

Export files will be one (1) vertical bar ‘|’ delimited (Column Separator) and #10#13 End of Line (CR-LF: Record Separator).

“Enter / Return” characters (UNIX LF or Windows CR-LF based) that might misquote the format stability of the files will be replaced during export by a predefined sequence of characters.

Vertical bar “|” characters existing in field content will be replaced during export by a predefined sequence of characters.

Fields included in the export files will have the following data types and formats: o Alphanumeric. A maximum length is defined for each field of this type (section 4.4) o Date fields will be formatted as YYYY-MM-DD. Y denotes the year part, M the month and D the day. Apart from the dash separator ‘-‘, only numeric values (0-9) will be included. When date values exist in these fields they will have a standard length of 10 characters. o Integer fields will not contain thousand separators and in case of negative values they will be prefixed with a minus sign. When integer values exist in these fields they will have a maximum length of 10 characters. o Decimal fields will have a maximum specification of numeric (19.4), meaning 4 decimal points and a maximum of 15 integer digits. Dot ‘.’ will be the decimal separator and no thousand separators exist. In case of negative values they will be prefixed with a minus sign.

In all files, for fields without values (unless a default value is explicitly specified), an empty string will be used (“||”) In order to ensure completeness of a file’s content at the completion of the file transfer process, the character string “EOF” will be provided as a trailer record.

15

File abbreviation

Description

Comment

Frequency

3.4.1.

New Business File

NBF

New placements of accounts to DCAs

3.4.2.

Contact Details

CDF

Contact information (addresses, phones, etc) related to assigned accounts

The file will always be delivered with the New Business File

Daily, if new data exists

3.4.3.

Product Breakdown File

PBF

Product breakdown of accounts

The file will always be delivered with the New Business File

Daily, if new data exists

3.4.4.

Customer Accounts File

CAF

Customers â&#x20AC;&#x201C; Accounts relationships, in terms of secondary owners, guarantors etc. The file includes all relationships except for the primary owner relation for Accounts contained in New Business File

The file will always be delivered with the New Business File if there are any secondary owners of the accounts

Daily, if new data exists

3.4.5.

New Business Alert File

NAF

Bureau summary block alerts received from Call Credit

The file will always be delivered with the New Business File

Daily, if new data exists

Daily, if new data exists

3.3. List of Export Files

Your innovation, realised

Entity Name

The following table lists the files to be exported to DCAs:

16

SN

3.4.6.

Customer Data Update

UBF

Updated information related to assigned customers

Data included in the file might be related to more than one assigned portfolio (Placements)

Daily, if new data exists

3.4.7.

Contact Details Update

UCF

Updated contact information related to assigned accounts

Data included in the file might be related to more than one assigned portfolio (Placements)

Daily, if new data exists

3.4.8.

Account Action Notification File

ANF

Administration of notifications to the DCAs for closing, suspending, call monitor alerts etc

3.4.9.

Qualco Transactions File

QTF

Transactions regarding assigned accounts that have been placed with the DCA

The transactions included within the Qualco Transactions File must not be included in the DCA Transactions File (TRF)

Daily, if new data exists

3.4.10.

Balance Reconciliation Exceptions File

REX

Balance reconciliation exceptions

Only the accounts for which the balance reported in Balance Reconciliation (REC) File is different than the QC balance will be included

Weekly, if exceptions exists

3.4.11.

Qualco Alert File

QAF

Alerts received from call monitor

Daily, if new data exists

Daily, if new data exists

17

Field Name

Type/Length

Description

Comment

Integrated

1.

New Business

DCA Code

INT(10)

DCA unique ID

As generated in QC

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As generated in QC File’s primary key

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

For reconciliation purposes (YYYY-MM-DD)

Y

4.

AccountID

INT(10)

Account’s unique identifier

As generated in QC

Y

5.

Client Account Number

ALPHANUMERIC(50)

Account’s identifier as it is known to debtor (i.e. account number)

6.

Originator

ALPHANUMERIC(100)

Account originator

Freetext

Y

7.

Owner

ALPHANUMERIC(100)

Account owner

Freetext

Y

8.

Industry Sector Code

ALPHANUMERIC(50)

QC code of account’s industry sector

Y

9.

Industry Product Type Code

ALPHANUMERIC(100)

QC code of account’s industry product type code

Y

10.

Debt Account Type

ALPHANUMERIC(50)

Debt account type description

Values will be either new address, living as stated, trace & collect, collections or N/A

Y

11.

Account Start Date

DATE(10)

Account’s start date 1753-01-01 if not available

YYYY-MM-DD

Y

12.

Default Date

DATE(10)

The date the account went into delinquency (default)

YYYY-MM-DD

Y

13.

Balance at Default

DECIMAL(19.4)

Account’s balance at default date

Y

14.

Placement Balance

DECIMAL(19.4)

Account’s balance at placement date.

The amount to be collected.

Y

Y

3.4. Export Files Layout

Your innovation, realised

File Name

3.4.1. New Business File (NBF)

18

SN

19

15.

Last Payment Amount

DECIMAL(19.4)

Last payment amount (prior to allocation)

Y

16.

Last Payment Date

DATE(10)

Date of last payment (prior to allocation)

YYYY-MM-DD

Y

17.

Last Payment Recipient

ALPHANUMERIC(50)

Recipient of last payment

QC pre-configured value

Y

18.

Placement Type Code

ALPHANUMERIC(50)

QC code of the placement type

QC pre-configured value.

See DCA client information pack for value

Y

19.

Placement Expiration Date

DATE(10)

The indicative expected expiration date of the placement

YYYY-MM-DD

20.

Placement Commission Rate

DECIMAL(19.4)

The commission rate of the placement

21.

Litigated

ALPHANUMERIC(1)

Indication that the account had legal actions currently or in the past

Y/N

Y

22.

CustomerID

INT(10)

Accountâ&#x20AC;&#x2122;s primary owner unique identifier

As generated in QC

Y

23.

Customer Title

ALPHANUMERIC(10)

Customer title

Y

24.

Customer Forename

ALPHANUMERIC(50)

The forename of the customer

Y

25.

Customer Middle Name

ALPHANUMERIC(50)

The middle name of the customer

Y

26.

Customer Surname

ALPHANUMERIC(100)

The surname (or company name)

Y

27.

Customer ID Type

ALPHANUMERIC(50)

Type of identification document.

E.g., passport, driving licence, ID, etc

28.

Customer ID Number

ALPHANUMERIC(50)

Identification code

Y

QC pre-configured value

Y Y

20 Your innovation, realised

29.

Customer Gender

ALPHANUMERIC(1)

Customer gender

Values will be either M – male, F – female or U - unknown

Y

30.

Customer DoB

DATE(10)

Customer date of birth

YYYY-MM-DD

Y

31.

Customer Marital Status

ALPHANUMERIC(50)

Customer marital status

QC pre-configured value

Y

32.

Customer Employment Status

ALPHANUMERIC(50)

Customer employment status

QC pre-configured value

Y

33.

Customer Occupancy Status

ALPHANUMERIC(50)

Customer occupancy status

QC pre-configured value

Y

34.

Customer Profession

ALPHANUMERIC(50)

The profession of the customer

35.

Employer Name

ALPHANUMERIC(50)

36.

Home Ownership Indication

ALPHANUMERIC(1)

Indication that the customer is a home owner or not

37.

Original Title

ALPHANUMERIC(50)

Original title of the customer

38.

Original Forename

ALPHANUMERIC(50)

Original forename of the customer

39.

Original Middle Name

ALPHANUMERIC(50)

Original middle name of the customer

40.

Original Surname

ALPHANUMERIC(100)

Original surname of the customer

41.

DMC Code

ALPHANUMERIC(50)

Debt management company code

42.

DMC Reference Number

ALPHANUMERIC(50)

Debt management reference number relating to the account

Y Y Y/N/empty string

QC pre-configured value

Y

Entity

Field Name

Type/Length

Description

Comment

Integrated

1.

Contact Details

DCA Code

INT(10)

DCA unique ID

As generated in QC

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As generated in QC

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

For reconciliation purposes (YYYY-MM-DD)

Y

4.

AccountID

INT(10)

Account’s unique Identifier

As generated in QC

Y

5.

CustomerID

INT(10)

Customer unique Identifier

As generated in QC

Y

6.

Contact Detail Type

ALPHANUMERIC(50)

The type of contact information

QC pre-configured value

Y

7.

Unique Contact ID

INT(10)

Contact information’s unique identifier

As generated in QC

Y

8.

Address Type Code

ALPHANUMERIC(50)

The type of address supplied

QC pre-configured value Filled only for address records

Y

9.

House Name

ALPHANUMERIC(50)

Filled only for address records

Y

10.

House Number

ALPHANUMERIC(50)

Filled only for address records

Y

11.

Address 1

ALPHANUMERIC(50)

Filled only for address records

Y

12.

Address 2

ALPHANUMERIC(50)

Filled only for address records

Y

13.

Address 3

ALPHANUMERIC(50)

Filled only for address records

Y

14.

Address 4

ALPHANUMERIC(50)

Filled only for address records

Y

15.

City

ALPHANUMERIC(50)

Filled only for address records

Y

3.4.2. Contact Details File (CDF)

21

SN

22

16.

County

ALPHANUMERIC(50)

Filled only for address records

Y

17.

Post Code

ALPHANUMERIC(20)

Filled only for address records

Y

18.

Original Address

ALPHANUMERIC(1)

Values: Y, N

Filled only for address records

Y

19.

Phone Type Code

ALPHANUMERIC(50)

The type of phone number

QC pre-configured value Filled only for phone records

Y

20.

Phone Number

ALPHANUMERIC(50)

Applicable only for phones

Filled only for phone records

Y

21.

Web Contact Type Code

ALPHANUMERIC(50)

The type of web contact

QC pre-configured value Filled only for web contact records

Y

22.

Web Contact

ALPHANUMERIC(100)

Filled only for web contact records

Y

23.

Contact Confirmed

ALPHANUMERIC(1)

Values: P (pending), Y (yes), N (no)

Y

24.

Contact Active

ALPHANUMERIC(1)

Values: Y, N

Y

25.

Do Not Contact

ALPHANUMERIC(1)

Values: Y, N

Filled only for phone and web records

Y

Your innovation, realised

Entity

Field Name

Type/Length

Description

Comment

1.

Product Breakdown File

DCA Code

INT(10)

DCA unique ID

2.

Placement Code

INT(10)

Account’s placement unique identifier

As generated in QC

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

For reconciliation purposes (YYYY-MM-DD)

Y

4.

AccountID

INT(10)

Account’s unique identifier

As generated in QC

Y

5.

Product Description

ALPHANUMERIC (255)

QC description of product purchased and accounts brand type

6.

Purchase Date

DATE(10)

7.

Purchased Amount

DECIMAL(19.4)

Y

8.

Remaining Amount

DECIMAL(19.4)

Y

9.

Purchased Quantity

INT(10)

Y

10.

Invoice Number

ALPHANUMERIC (50)

Y

11.

Serial Number

ALPHANUMERIC (255)

12.

Meter Start Reading

DECIMAL(19.4)

Y

13.

Meter End Reading

DECIMAL(19.4)

Y

14.

Mobile Telephone Number

ALPHANUMERIC (50)

Y

15.

Frequency Code

ALPHANUMERIC (50)

Y

Y YYYY-MM-DD

Meter serial number or mobile serial number

Invoicing frequency

Integrated

Y

Y

Y

3.4.3. Product Breakdown File (PBF)

23

SN

Your innovation, realised

Entity

Field Name

Type/Length

Description

Comment

Integrated

1.

Customer Accounts File

DCA Code

INT(10)

DCA unique ID

2.

Placement Code

INT(10)

Account’s placement unique identifier

As generated in QC

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

For reconciliation purposes (YYYY-MM-DD)

Y

4.

AccountID

INT(10)

Account’s unique identifier

As generated in QC

Y

5.

CustomerID

INT(10)

Customer unique identifier

As generated in QC

Y

6.

Relation Code

ALPHANUMERIC (50)

The relation of the customer with the specific account

Y

7.

Customer Title

ALPHANUMERIC(10)

Customer title

Y

8.

Customer Forename

ALPHANUMERIC(50)

The forename of the customer

Y

9.

Customer Middle Name

ALPHANUMERIC(50)

The middle name of the customer

Y

10.

Customer Surname

ALPHANUMERIC(100)

The surname (or company name)

Y

11.

Customer ID Type Code

ALPHANUMERIC(50)

Type of identification document.

E.g., passport, driving licence, ID, etc

12.

Customer ID Number

ALPHANUMERIC(50)

Identification code

Y

13.

Customer Gender

ALPHANUMERIC(50)

Customer gender values M – male, F – female, U - unknown

Y

Y

QC pre-configured value

Y

3.4.4. Customer Accounts File (CAF)

24

SN

14.

Customer DoB

DATE(10)

Customer date of birth

YYYY-MM-DD

Y

15.

Customer Marital Status Code

ALPHANUMERIC(50)

Customer marital status

QC pre-configured value

Y

16.

Customer Employment Status Code

ALPHANUMERIC(50)

Customer employment status

QC pre-configured value

Y

17.

Customer Occupancy Status Code

ALPHANUMERIC(50)

Customer occupancy status

QC pre-configured value

Y

18.

Customer Profession

ALPHANUMERIC(50)

The profession of the customer

19.

Employer Name

ALPHANUMERIC(50)

20.

Home Ownership Indication

ALPHANUMERIC(1)

Y Y

Indication that the customer is a home owner or not

Y/N/empty string

Y

25

Entity

Field Name

Type/Length

Description

Comment

Integrated

1.

New Business Alert File

DCA Code

INT(10)

DCA unique ID

As generated in QC

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As generated in QC

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

As generated in QC

Y

4.

AccountID

INT(10)

Account’s unique identifier

As generated in QC

Y

5.

Alert Unique ID

ALPHANUMERIC(30)

Alert’s unique ID

As generated in QC

Y

6.

Alert Date

DATE(10)

The date of the alert

YYYY-MM-DD

Y

7.

Alert Type Code

ALPHANUMERIC(20)

The type of alert

Y

8.

Alert Value

ALPHANUMERIC(200)

Alert related information

Y

Your innovation, realised

3.4.5. New Business Alert File (NAF)

26

SN

Entity

Field Name

Type/Length

Description

Comment

Integrated

1.

Update of Business File

DCA Code

INT(10)

DCA unique ID

As generated in QC

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As generated in QC. File’s primary key

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

For reconciliation purposes (YYYY-MM-DD)

Y

4.

AccountID

INT(10)

Account’s unique identifier

As generated in QC

Y

5.

CustomerID

INT(10)

Customer unique identifier

As generated in QC

Y

6.

Informant Code

ALPHANUMERIC(50)

QC pre-configured value

Y

7.

Customer Title

ALPHANUMERIC(10)

Customer title

Y

8.

Customer Forename

ALPHANUMERIC(50)

The forename of the customer

Y

9.

Customer Middle Name

ALPHANUMERIC(50)

The middle name of the customer

Y

10.

Customer Surname

ALPHANUMERIC(100)

The surname (or company name)

Y

11.

Customer ID Type Code

ALPHANUMERIC(50)

Type of identification document.

E.g., passport, driving licence, ID, etc

12.

Customer ID Number

ALPHANUMERIC(50)

Identification Code

Y

13.

Customer Gender

ALPHANUMERIC(50)

Values: M (male), F (female) or U (unknown)

Y

QC pre-configured value

Y

3.4.6. Customer Data Update File (UBF)

27

SN

28

14.

Customer DoB

DATE(10)

Date of birth

YYYY-MM-DD

Y

15.

Customer Marital Status

ALPHANUMERIC(50)

Customer marital status

QC pre-configured value

Y

16.

Customer Employment Status

ALPHANUMERIC(50)

Customer employment status

QC pre-configured value

Y

17.

Customer Occupancy Status Code

ALPHANUMERIC(50)

Customer occupancy status

QC pre-configured value

Y

18.

Customer Profession

ALPHANUMERIC(50)

The profession of the customer

19.

Employer Name

ALPHANUMERIC(50)

20.

Home Ownership Indication

ALPHANUMERIC(1)

Indication that the customer is a home owner or not

Y

Y/N/empty string

Y

Your innovation, realised

Entity

Field Name

Type/Length

Description

Comment

Integrated

1.

Update of Contact Details

DCA Code

INT(10)

DCA unique ID

As generated in QC

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As generated in QC

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

For reconciliation purposes (YYYY-MM-DD)

Y

4.

AccountID

INT(10)

Account’s unique identifier

As generated in QC

Y

5.

CustomerID

INT(10)

Customer unique identifier

As generated in QC

Y

6.

Contact Detail Type Code

ALPHANUMERIC(50)

The type of contact information

QC pre-configured value

Y

7.

Unique Contact ID

INT(10)

Contact information’s unique identifier

As generated in QC

Y

8.

Address Type Code

ALPHANUMERIC(50)

The type of address

QC pre-configured value Filled only for address records

Y

9.

House Name

ALPHANUMERIC(50)

Filled only for address records

Y

10.

House Number

ALPHANUMERIC(100)

Filled only for address records

Y

11.

Address 1

ALPHANUMERIC(50)

Filled only for address records

Y

12.

Address 2

ALPHANUMERIC(50)

Filled only for address records

Y

13.

Address 3

ALPHANUMERIC(50)

Filled only for address records

Y

14.

Address 4

ALPHANUMERIC(50)

Filled only for address records

Y

15.

City

ALPHANUMERIC(50)

Filled only for address records

Y

3.4.7. Contact Details Update File (UCF)

29

SN

30

16.

County

ALPHANUMERIC(50)

Filled only for address records

Y

17.

Post Code

ALPHANUMERIC(20)

Filled only for address records

Y

18.

Original Address

ALPHANUMERIC(1)

Values: Y, N

Filled only for address records

Y

19.

Phone Type Code

ALPHANUMERIC(50)

The type of phone

QC pre-configured value Filled only for phone records

Y

20.

Phone Number

ALPHANUMERIC(50)

Applicable only for phones

Filled only for phone records

Y

21.

Web Contact Type Code

ALPHANUMERIC(50)

The type of web contact

QC pre-configured value Filled only for web contact records

Y

22.

Web Contact

ALPHANUMERIC(100)

Filled only for web contact records

Y

23.

Contact Confirmed

ALPHANUMERIC(1)

Values: P (pending), Y (yes), N (no)

Y

24.

Contact Active

ALPHANUMERIC(1)

Values: Y, N

Y

25.

Do Not Contact

ALPHANUMERIC(1)

Values: Y, N

Filled only for phone and web records

Y

Your innovation, realised

Entity

Field Name

Type/Length

Description

Comment

Integrated

1.

Account Action Notification

DCA Code

INT(10)

DCA unique ID

2.

Placement Code

INT(10)

Account’s placement unique identifier

As generated in QC

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

For reconciliation purposes (YYYY-MM-DD)

Y

4.

AccountID

INT(10)

Account’s unique identifier

As generated in QC

Y

5.

Placement Expiration Date

DATE(10)

YYYY-MM-DD

Y

6.

Placement Process Type Code

ALPHANUMERIC(50)

QC code of the placement type

QC pre-configured value

Y

7.

Notification Type Code

ALPHANUMERIC(50)

The Closure (CLO) Notification type is mandatory

8.

Notification Date

DATE(10)

Y

Y YYYY-MM-DD

Y

3.4.8. Account Action Notification File (ANF)

SN

31

Your innovation, realised

Entity

Field Name

Type/Length

Description

Comment

Integrated

1.

Creditor Transactions File

DCA Code

INT(10)

DCA unique ID

As generated in QC

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As generated in QC

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

For reconciliation purposes (YYYY-MM-DD)

Y

4.

AccountID

INT(10)

Account’s unique identifier

As generated in QC

Y

5.

Transaction Unique ID

ALPHANUMERIC(50)

Transaction unique identifier

As generated in QC

Y

6.

Transaction Date

DATE(10)

The actual date of the transaction

YYYY-MM-DD format

Y

7.

Transaction Type Code

ALPHANUMERIC(50)

8.

Transaction Amount

DECIMAL(19.4)

The transaction amount in GBP

- Positive number for debits (balance reduction) - Negative number for credits (balance increase)

Y

9.

Commission Rate

DECIMAL(19.4)

Always blank

Not applicable for QC to DCA Transactions File

Y

10.

Commission Amount

DECIMAL(19.4)

Always blank

Not applicable for QC to DCA Transactions File

Y

11.

Associated Transaction Unique ID

ALPHANUMERIC (50)

Always blank

Not applicable for QC to DCA Transactions File

Y

12.

Retention Amount

DECIMAL(19.4)

Always blank

Not applicable for QC to DCA Transactions File

Y

13.

Informant Code

ALPHANUMERIC(50)

QC pre-configured value

Y

The payment transactions included within the Qualco Transactions file (QTF) must not be included in the DCA Transactions file (TRF).

3.4.9. Qualco Transactions File (QTF)

32

SN

Entity

Field Name

Type/Length

Description

Comment

Integrated

1.

Balance Reconciliation Exceptions

DCA Code

INT(10)

DCA unique ID

As generated in QC

Y

2.

Placement Code

INT(10)

Accountâ&#x20AC;&#x2122;s placement unique identifier

As generated in QC

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

For reconciliation purposes (YYYY-MM-DD)

Y

4.

AccountID

INT(10)

Accountâ&#x20AC;&#x2122;s unique identifier

As generated in QC

Y

5.

Reference Date

DATE(10)

Date upon which the outstanding balance is calculated

YYYY-MM-DD. Any transactions after this date should not participate in the calculation of the outstanding balance

Y

6.

DCA Outstanding Balance at Reference Date

DECIMAL(19.4)

DCA reported outstanding balance at reference date

Y

7.

QC Outstanding Balance at Reference Date

DECIMAL(19.4)

QC outstanding balance at reference date

Y

8.

Reconciliation Reason

ALPHANUMERIC(255)

Reconciliation reason for the record

Y

33

3.4.10. Balance Reconciliation Exceptions (REX)

SN

3.4.11. Qualco Alert File (QAF)

SN Entity

Field Name

Type/Length

Description

Comment

Integrated

DCA Code

INT(10)

DCA unique ID

As generated in QC

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As generated in QC

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

For reconciliation purposes (YYYYMM-DD)

Y

4.

AccountID

INT(10)

Account’s unique identifier

As generated in QC

Y

5.

Alert Unique ID

ALPHA NUMERIC(30)

Alert’s unique ID

As generated in QC

Y

6.

Alert Date

DATE(10)

The date of the alert

YYYYMM-DD

Y

7.

Alert Type Code

ALPHA NUMERIC(20)

The type of alert

8.

Comment

ALPHA NUMERIC (255)

1.

34

Qualco Alert File

Y Y

Your innovation, realised

“Because we work hard on your behalf” Exceptional Client Service

BDO’s Personal Insolvency team is a leading provider of outsourcing support to creditors dealing with insolvency matters. We offer clients the opportunity to outsource services, saving time and maximising returns.

Matthew Chadwick Partner matthew.chadwick@bdo.co.uk +44 (0)7971 294 446 Steve Illes Director steve.illes@bdo.co.uk +44 (0)7968 533 443

Advisory www.bdo.co.uk

BDO is the brand name for the BDO network and for each of the BDO Member Firms. © 2015 BDO. All rights reserved.

35

4. Import Files (DCAs ---> QC)

4.1. Import Files Naming Conventions The name of the files imported from DCAs to QC should have the following structure: <IMP>_<DCA INTCODE>_<FILE ABBREVIATION>_<SEQUENCE NUMBER>_ < CREATION DATE>.txt * * * *

*

IMP: Indication for imported files.

DCA INTCODE: DCA’s unique internal code as parameterized in QC. FILE ABBREVIATION: The abbreviation of the integrated file. See section 4.3 for file name abbreviations.

SEQUENCE NUMBER: The export sequence of each file of the same type provided by a DCA. For each new file of the same type exported, an increment value of 1 should be added. No gaps should exist between files and in case in which a failure occurs during import, file(s) should be exported with the same sequence number otherwise they will be rejected prior to loading.

CREATION DATE: File creation date in YYYY-MM-DD format.

4.2 Import Files Basic Information * * * * *

36

Files imported to QC should be text files of predefined format (*.txt).

Import files should be one (1) vertical bar ‘|’ delimited (Column Separator) and #10#13 End of Line (CR-LF: Record Separator).

“Enter / Return” characters (UNIX LF or Windows CR-LF based) that might misquote the format stability of the files should be replaced during export (DCAs responsibility) by a predefined sequence of characters.

Vertical bar “|” characters existing in field content should be replaced during export (DCAs responsibility) by a predefined sequence of characters.

Fields included in the files provided by DCAs should have the following data types and formats:

Your innovation, realised

o

* * * * *

Alphanumeric. A maximum length is provided for each field of this type (section 5.4) o Date fields should be formatted as YYYY-MM-DD. Y denotes the year part, M the month and D the day. Apart from the dash separator ‘-‘, only numeric values (09) should be included. When a date value exists in these fields it should have a standard length of 10 characters. o Time fields should be formatted as HH:MM:SS. H denotes the hour part, M the minutes and S the seconds. Apart from the dash separator ‘:‘, only numeric values (0-9) should be included. When a time value exists in these fields it should have a standard length of 8 characters. o Integer fields should not contain thousand separators and in case of negative values they should be prefixed with a minus sign. When integer values exist in these fields they should have a maximum length of 10 characters. o Decimal fields should have a maximum specification of numeric (19.4), meaning 4 decimal points and a maximum of 15 integer digits. Dot ‘.’ should be the decimal separator and no thousand separators should exist. In case of negative values they should be prefixed with a minus sign.

In all files, for fields without values (unless a default value is explicitly specified in section 5.4), empty string should be used (“||”) In order to ensure completeness of a file’s content at the completion of the file transfer process, the character string “EOF” should be provided as a trailer record.

In case a record in a file fails loading the whole file will be rejected to ensure data integrity of the information received.

The files from DCAs must be uploaded to a predefined sFTP directory. When all files are uploaded, the control end of transmission file (ACK file) has to be uploaded.

The DCA files (including the control file) have to be uploaded each day between 08:00 and 22:00 in order to be loaded to QC with the upcoming EOD flows.

37

The UK’s leading compassionate recovery business Phillips & Cohen Associates (UK), Ltd. built its reputation in the debt recovery industry by providing specialised compassionate collections services to clients, enabling them to realise additional recoveries and deliver tangible “Treating Customers Fairly” process enhancements. We are an award-winning industry leader providing expert niche collection services recognised for our unique and compassionate style of customer interaction.

Phillips & Cohen Associates is proud to work with the UK largest creditors across a wide range of industry sectors, including banking and finance, home shopping, utility, telecoms, debt purchase and local government.

Our in-depth induction program and training relationship with Samaritans ensures that our specialists are uniquely equipped to sensitively and compassionately engage with customers whose individual circumstances may make them potentially vulnerable. Together with our innovative systems and data sources, our empathetic approach enables us to truly understand a customer’s individual circumstance and provide an appropriate solution.

Founding Member of The Samaritans Academy. Encouraging best practice in emotional engagement.

Contact us Phillips & Cohen Associates (UK), Ltd. has its UK headquarters at the prestigious Exchange Quay site in Manchester, with 5 other offices in the United States, Canada and Australia.

Tim Webb, Sales Director 07956 629801 twebb@phillips-cohen.co.uk 38

Phil Hickson, Head of Business Development 07983 509431 phickson@phillips-cohen.co.uk

Your innovation, realised

4.3. List of Import Files

The following table lists the files to be imported to QC from DCAs:

SN

Entity Name

File Description Abbrev

Comment

4.4.1.

New ANB Business File Acknowledgement

File provided by DCAs for verifying successful loading of placements included in New Business File (NBF)

The file should be NBF provided within two dependent business days after receipt of New Business File, otherwise all accounts included in the NBF will be recalled

4.4.2.

Customer Data Update File

UBF

File related to changes of accountâ&#x20AC;&#x2122;s customer master data

Only confirmed information will be loaded

Daily, if new data exists

4.4.3.

Contact Details Update

UCF

File related to changes of accountâ&#x20AC;&#x2122;s contact details

Only confirmed information will be loaded

Daily, if new data exists

4.4.4.

Trans action(s)

TRF

Transactions related to the account during the placement period

Daily, if new data exists

4.4.5.

Closure File

CLF

File related to closure requests for assigned accounts

Daily, if new data exists

4.4.6.

Repayment ROF Offer(s)

File related to re payment plans for assigned accounts

Daily, if new data exists

4.4.7.

Action(s) History

ACF

Collection and recoveries performed to assigned accounts

4.4.8.

Event(s)

EVF

Requests/miscellaneous events which result from workflows and they are usually supported by relevant paperwork.

Daily, if new data exists

4.4.9.

Note(s)

NOF

Information provided as notes (memos) for assigned accounts

Daily, if new data exists

4.4.10. Reconciliation

REC

File required for balance The reference date reconciliation purposes of balance should be provided

Weekly.

See SLA

End of Transmission

ACK

End of transmission control file

Daily, if DCA files exist

This file is required for tracking contact history with customers of assigned accounts

The file must be empty (no content)

Frequency

Daily, if new data exists

39

Type/Length

Description

Comment

Mandatory1

Integrated

DCA Code

INT(10)

DCA unique ID

As sent in New Business File (NBF)

Y

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As sent in New Business File (NBF)

Y

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

As sent in New Business File (NBF) (YYYY-MM-DD)

Y

Y

4.

AccountID

INT(10)

Account’s unique identifier

As sent in New Business File (NBF)

Y

Y

5.

Account Processed

ALPHANUMERIC(1)

Possible values: Y / N

Y

Y

6.

Rejection Reason Code

ALPHANUMERIC(10) Mandatory only for not processed accounts

C

Y

7.

Rejection Comments

ALPHANUMERIC (255)

C

Y

1.

Your innovation, realised

1

New Business File Acknowledgment

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

4.4. Import Files Layout

Field Name

4.4.1. New Business File Acknowledgement (ANB)

40

SN Entity

Field Name

Type/Length

Description

Comment

Mandatory2

Integrated

DCA Code

INT(10)

DCA unique ID

As sent in New Business File (NBF)

Y

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As sent in New Business File (NBF)

Y

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

As sent in New Business File (NBF) (YYYY-MM-DD)

Y

Y

4.

AccountID

INT(10)

Account’s unique identifier

As sent in New Business File (NBF)

Y

Y

5.

CustomerID

INT(10)

Customer unique identifier

As sent in New Business File (NBF)

Y

Y

6.

Informant Code

ALPHANUMERIC(50)

QC pre-configured value

Y

Y

7.

Customer Title ALPHANUMERIC(10) Customer title

Y

Y

8.

Customer Forename

ALPHANUMERIC(50) The forename of the customer

Y

Y

9.

Customer Middle Name

ALPHANUMERIC(50) The middle name of the customer

Y

Y

10.

Customer Surname

ALPHANUMERIC (100)

The surname (or company name) of the customer

Y

Y

11.

Customer Gender

ALPHANUMERIC(1)

Values: M (male), F (female) or U (unknown)

Y

Y

12.

Customer DoB DATE(10)

Y

Y

1.

Update of Customer Data

41

Customer date of birth

YYYY-MM-DD

4.4.2. Customer Data Update File (UBF)

SN Entity

42

13.

Customer Marital Status Code

ALPHANUMERIC(50) Customer marital status

QC pre-configured value

Y

Y

14.

Customer Employment Status Code

ALPHANUMERIC(50) Customer employment status

QC pre-configured value

Y

Y

15.

Customer Occupancy Status Code

ALPHANUMERIC(50) Customer occupancy status

QC pre-configured value

Y

Y

16.

Customer Profession

ALPHANUMERIC(50) The profession of the customer

Y

Y

17.

Employer Name

ALPHANUMERIC (100)

The name of the employer of the customer

Y

Y

18.

Changes Confirmed

ALPHANUMERIC(1)

Values: P (pending), Y (yes), N (no)

Y

Y

19.

Home Ownership Indication

ALPHANUMERIC(1)

Indication that the customer is a home owner or not

Y

Y

Your innovation, realised

2

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

Y/N

Field Name

Type/ Length

Description

Comment

Mandatory3

Integrated

DCA Code

INT(10)

DCA unique ID

As sent in New Business File (NBF)

Y

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As sent in New Business File (NBF)

Y

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

As sent in New Business File (NBF) (YYYY-MM-DD)

Y

Y

4.

AccountID

INT(10)

Account’s unique identifier

As sent in New Business File (NBF)

Y

Y

5.

CustomerID

INT(10)

Customer unique identifier

As sent in New Business File (NBF)

Y

Y

6.

Informant Code

ALPHANUMERIC(50)

QC pre-configured value

Y

Y

7.

Contact Detail ALPHANUMERIC(3) Type Code

The type of contact information

QC pre-configured value

Y

Y

8.

Unique Contact ID

INT(10)

Contact information’s unique identifier

As generated in QC for updating existing contact details records. If information related to the record concerns a new contact detail record the value “0” should be inserted.

C

Y

9.

Address Type

ALPHANUMERIC(10) The type of address supplied

QC pre-configured value.

Filled only for address records

C

Y

10.

House Name

ALPHANUMERIC(50)

Filled only for address records

C

Y

11.

House Number ALPHANUMERIC(20)

Filled only for address records

C

Y

1.

Contact details update

43

4.4.3. Contact Details Update File (UCF)

SN Entity

44 Your innovation, realised

12.

Address 1

ALPHANUMERIC(50)

Filled only for address records

C

Y

13.

Address 2

ALPHANUMERIC(50)

Filled only for address records

C

Y

14.

Address 3

ALPHANUMERIC(50)

Filled only for address records

C

Y

15.

Address 4

ALPHANUMERIC(50)

Filled only for address records

C

Y

16.

City

ALPHANUMERIC(50)

Filled only for address records

C

Y

17.

County

ALPHANUMERIC(50)

Filled only for address records

C

Y

18.

Customer Post Code

ALPHANUMERIC(20)

Filled only for address records

C

Y

19.

Phone Type

ALPHANUMERIC(10) The type of phone

QC pre-configured value Filled only for phone records

C

Y

20.

Phone Number ALPHANUMERIC(20) Applicable only for phone numbers

Filled only for phone records

C

Y

21.

Web Contact Type Code

ALPHANUMERIC(10) The type of web contact

QC pre-configured value Filled only for web contact records

C

Y

22.

Web Contact

ALPHANUMERIC (100)

Filled only for web contact records

C

Y

23.

Contact Confirmed

ALPHANUMERIC(1)

Possible values: P (pending), Y (yes), N (No)

Y

Y

24.

Contact Active ALPHANUMERIC(1)

Possible values: Y, N

Y

Y

25.

Do Not Contact

Values: Y, N

3

ALPHANUMERIC(1)

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

Filled only for phone and web records

Y

Type/Length

Description

Comment

Mandatory

Integrated

1.

DCA Code

INT(10)

DCA unique ID

As sent in New Business File (NBF)

Y

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As sent in New Business File (NBF)

Y

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

As sent in New Business File (NBF)

Y

Y

4.

AccountID

INT(10)

Account’s unique identifier

As sent in New Business File (NBF)

Y

Y

5.

Transaction Unique ID

ALPHANUMERIC(50) A unique ID for the specific transaction in DCA’s source system

Y

Y

6.

Transaction Date

DATE(10)

Y

Y

7.

Transaction Type Code

ALPHANUMERIC(10)

8.

Transaction Amount

DECIMAL(19.4)

The amount of the transaction in GBP

- Positive number for debits (balance reduction) - Negative number for credits (balance increase)

Y

Y

9.

Commission Rate

DECIMAL(19.4)

The commission rate applied to the transaction

A decimal number between 0 and 1 is expected

Y

Y

10.

Commission Amount

DECIMAL(19.4)

The amount of commission earned from the transaction

Only claimed on active accounts with commissionable transaction types

Y

Y

11.

Associated Transaction Unique ID

ALPHANUMERIC(50) The associated transaction unique ID in DCA’s source system referential in case of reversals

N

Y

12.

Retention Amount

DECIMAL(19.4)

N

Y

13.

Informant Code ALPHANUMERIC(50)

Y

Y

Transactions File

The actual date of the transaction

YYYY-MM-DD format

Y

The retention amount in GBP QC pre-configured value

4.4.4. Transaction(s) File (TRF)

Field Name

45

SN Entity

Field Name

Type/Length

Description

Comment

Mandatory5

Integrated

DCA Code

INT(10)

DCA unique ID

As sent in New Business File (NBF)

Y

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As sent in New Business File (NBF)

Y

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

As sent in New Business File (NBF)

Y

Y

4.

AccountID

INT(10)

Account’s unique identifier

As sent in New Business File (NBF)

Y

Y

5.

Closure Comment

ALPHANUMERIC (250)

N

Y

6.

Closure Date

DATE(10)

Y

Y

7.

Closure Reason Code

ALPHANUMERIC(10)

Y

Y

1.

5

Closure File

The date of the closure

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

YYYY-MM-DD

4.4.5. Closure File (CLF)

46

SN Entity

Your innovation, realised

SN Entity

Description

Comment

Mandatory

Integrated

Repayment DCA Code Offer

Field Name

INT(10)

DCA Unique ID

As sent in New Business File (NBF)

Y

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As sent in New Business File (NBF)

Y

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

As sent in New Business File (NBF) (YYYY-MM-DD)

Y

Y

4.

AccountID

INT(10)

Account’s unique identifier

As sent in New Business File (NBF)

Y

Y

5.

Repayment Offer Unique ID

ALPHANUMERIC(50) A unique ID for the specific repayment offer in DCA’s source system

As generated and stored in DCA’s system of record

Y

Y

6.

Offer Date

DATE(10)

Offer date

YYYY-MM-DD

C

Y

7.

Total Offer Amount

DECIMAL(19.4)

Offer amount

C

Y

8.

First DATE(10) Instalment Date

The date of first instalment

YYYY-MM-DD

C

Y

9.

Last DATE(10) Instalment Date

The date of last instalment

YYYY-MM-DD

C

Y

10.

Instalment Frequency

ALPHANUMERIC(50) Instalment frequency

C

Y

11.

Instalment Amount

DECIMAL(19.4)

C

Y

12.

Documents ALPHANUMERIC(1) Sent Indicator

Possible Values: Y/N

Have any documents related to the RPO been uploaded to the portal

C

Y

13.

Repayment DATE(10) Breakage Date

The breakage date of the payment

YYYY-MM-DD

C

Y

14.

Instalment Payment Method

Possible values will be “TT020” to “TT033” of the system available transaction types.

C

Y

Instalment amount

ALPHANUMERIC(10) The payment type of instalments of the repayment offer. This information is required for reporting purposes and shall not be used to match individual payments to the arrangement

4.4.6. Repayment Offer(s) File (ROF)

47

Type/Length

1.

Field Name

Type/Length

Description

Comment

Mandatory7

Integrated

Your innovation, realised

1.

Actions DCA Code History File

INT(10)

DCA unique ID

As sent in New Business File (NBF)

Y

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As sent in New Business File (NBF)

Y

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

As sent in New Business File (NBF) (YYYY-MM-DD)

Y

Y

4.

AccountID

INT(10)

Account’s unique identifier

As sent in New Business File (NBF)

Y

Y

5.

Action Unique ID

ALPHANUMERIC(30) Action’s unique ID

As generated and stored in DCA’s system of record

Y

Y

6.

Action Date

DATE(10)

The date of the action

YYYY-MM-DD

Y

Y

7.

Action Time

TIME(8)

The time the action was performed

HH:MM:SS

N

Y

8.

Action Code

ALPHANUMERIC(20) The type of action/contact performed on the assigned account

Y

Y

9.

Comment

ALPHANUMERIC (255)

N

Y

10.

Letter Reference

ALPHANUMERIC(50) Letter reference number

N

Y

11.

Phone Number

ALPHANUMERIC(20) Applicable only for phone actions the phone number that had the action performed

C

Y

7

DCA comments

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

Filled only for phone actions

4.4.7. Action(s) History File (ACF)

48

SN Entity

SN Entity

Field Name

Type/Length

Description

Comment

Mandatory8

Integrated

Events File DCA Code

INT(10)

DCA unique ID

As sent in New Business File (NBF)

Y

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As sent in New Business File (NBF)

Y

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

As sent in New Business File (NBF) (YYYY-MM-DD)

Y

Y

4.

AccountID

INT(10)

Account’s unique identifier

As sent in New Business File (NBF)

Y

Y

5.

Event Unique ID

ALPHANUMERIC(50) Event’s unique ID

As generated and stored in DCA’s system of record

Y

Y

6.

Event Date

DATE(10)

YYYY-MM-DD

Y

Y

7.

Event Type Code

ALPHANUMERIC(20) The internal code of the event

Y

Y

8.

Informant Code

ALPHANUMERIC(50)

Y

Y

9.

Event Reference Number

ALPHANUMERIC(50) - Admin order number for admin order event - Bankruptcy number for bankruptcy event - Crime number for fraud event - IVA number for IVA event - Sequestration number for sequestration Event - Prisoner number for prison event

C

Y

The date of the event.

- Date of admin order or - Date of bankruptcy or - Date of death or - Date of fraud reported or - Date of IVA or - Date of sequestration or - Sentence start date

QC pre-configured value

4.4.8. Event(s) File (EVF)

49

1.

50

10.

County Court Name

ALPHANUMERIC(50) Applicable only for IVA, bankruptcy and admin order events

Your innovation, realised

C

Y

11.

Documents ALPHANUMERIC(1) Sent Indication

Not applicable for credit agreement and statement request

Y/N

C

Y

12.

Proposed Indicator

ALPHANUMERIC(1)

Applicable only for IVA, bankruptcy and admin order events

Y/N

C

Y

13.

Dealing with Estate

ALPHANUMERIC(50) Applicable only for deceased events

C

Y

14.

PC Name

ALPHANUMERIC(50) Applicable only for fraud events

C

Y

15.

PC Number

ALPHANUMERIC(50) Applicable only for fraud events

C

Y

16.

Police Station

ALPHANUMERIC(50) Applicable only for fraud events

C

Y

17.

Illness Reason ALPHANUMERIC(50) Applicable only for terminally ill and mentally ill events

C

Y

18.

Prison Name

ALPHANUMERIC(50) Applicable only for prison events

C

Y

19.

Sentence Years ALPHANUMERIC(50) Applicable only for prison events

C

Y

20.

Sentence Months

ALPHANUMERIC(50) Applicable only for prison events

C

Y

21.

Monthly Income

DECIMAL(19.4)

C

Y

The average monthly income declared by the customer.

Applicable only for income & expenditure statement events

22.

Monthly Expenditure

DECIMAL(19.4)

23.

DMC Code

24.

DMC Reference Number

The average monthly expenditure declared by the customer.

Applicable only for income & expenditure statement events

C

Y

ALPHANUMERIC(50) Applicable only for debt management company events

C

Y

ALPHANUMERIC(50) Applicable only for debt management company events

C

Y

Requires further elaboration for homogenizing on a common layout information required for each particular request (Admin Order, Bankruptcy, Credit Agreement, Deceased, Fraud, IVA, Statement Request, Terminally ill, Mentally ill, Sequestration, Prison, Claims Paid)

8

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

51

Field Name

Type/Length

Description

Comment

Mandatory9

Integrated

DCA Code

INT(10)

DCA unique ID

As sent in new business file (NBF)

Y

Y

2.

Placement Code

INT(10)

Account’s placement unique identifier

As sent in new business file (NBF)

Y

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

As sent in new business file (NBF) (YYYY-MM-DD)

Y

Y

4.

AccountID

INT(10)

Account’s unique identifier

As sent in new business file (NBF)

Y

Y

5.

Note

ALPHANUMERIC (1000)

General notes

Y

Y

6.

Note Date

DATE(10)

The creation date of the note

Y

Y

1.

9

Notes File

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

YYYY-MM-DD

4.4.9. Note(s) File (NOF)

52

SN Entity

Your innovation, realised

Field Name

Type/Length

Description

Comment

Mandatory10 Integrated

1.

DCA Code

INT(10)

DCA unique ID

As sent in New Business File (NBF)

Y

Y

2.

Placement Code

INT(10)

Accountâ&#x20AC;&#x2122;s placement unique identifier

As sent in New Business File (NBF)

Y

Y

3.

Placement Date

DATE(10)

The date of the placement to the DCA

As sent in New Business File (NBF) (YYYY-MM-DD)

Y

Y

4.

AccountID

INT(10)

Accountâ&#x20AC;&#x2122;s unique identifier

As sent in New Business File (NBF)

Y

Y

5.

Reference Date

DATE(10)

Date upon which balance is calculated

YYYY-MM-DD. Any transactions after that date should not participate in the calculation of balance

Y

Y

6.

Outstanding Balance at Reference Date

DECIMAL(19.4)

Y

Y

7.

Commission Claimed

DECIMAL(19.4)

Y

Y

10

Reconciliation File

The commission claimed for the time interval between two consecutive reconciliations

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

4.4.10. Reconciliation File (REC)

SN Entity

53

Profile

Christian Jacob Although relatively new to the UK, panel management specialist Qualco has made a big impact. Fred Crawley talks to managing director Christian Jacob about how his background in the world of industrial processes has mixed with European ingenuity to create something unique. Reproduced with permission from Credit Today, March 2015

An exact science

C

hristian Jacob, managing director of Qualco UK, has been well known in the collections industry since his days at panel and asset management firm Credit Account Management (CAM). Yet prior to that, he worked in a very different world – before getting to grips with credit management, Jacob was a process analyst in industries as diverse as petrochemicals, generated gases and travel.

When he took the reins at Qualco to lead the new provider into the UK market in 2012, his experience in operations was applied to a business with some interesting DNA of its own, stemming from its origins in the Greek market.

The result has been eye-opening: in just under three years since opening its doors, Qualco UK has developed a strong book of clients amongst both the creditor and debt purchase community, and is now looking to step up a gear in picking up new business.

54

For Jacob, this is the second time he has led growth in the world of panel management. As operations director for CAM from 2008 to 2012, he saw the business transform to operate on a whole new scale, following a landmark 35-agency deal with Shop Direct Group in 2007.

On 2 March 2012, TDX Group acquired CAM from its former owner, Interlaken Group, and Jacob decided to move on to consulting work. In short order he encountered Qualco: a Greek company originally founded by two engineers in the mid-1990s to offer process solutions to the manufacturing, construction and shipping sectors.

Qualco’s development over the years had led it to specialise in credit management, as well as diversifying into financial services – by the time Jacob met the business, it had considerable experience in developing collections systems across Greece and the Balkan states. In doing so, it had evolved some impressive idiosyncrasies.

Your innovation, realised

Unique hurdle In Greece, regulation has historically prohibited third parties from collecting money from customers, creating a unique hurdle for DCAs to overcome. While Greek agencies were able to engage with customers, money could only be paid directly to creditors.

As such, it was up to DCAs to advise customers how to repay the originating organisation, and up to those originators to inform DCAs how much money they had been paid as a result. In this situation, and with DCA compensation linked to activity rather than total collections, it was therefore vital for banks and DCAs to share an efficient, transparent and auditable way of exchanging collections data.

Today’s Qualco UK, working with a number of debt purchasers and originators, has made good use of that Greek heritage. In particular, lessons learned on the continent have been increasingly useful as UK DCA remuneration models come to be based more on levels of activity and stored accurate information rather than on total collections alone.

Jacob says the priority for Qualco UK is “to make the exchange of information between creditors and collectors as transparent as possible, letting all parties know what has been collected and when, as quickly as possible.”

In terms of client base, Qualco’s business is split roughly half and half between originators and debt purchasers, although by raw volume it is more weighted towards the debt purchase business.

In terms of debt purchasers, the company’s initial customer base centred on the mid-tier, though Jacob says that as its third anniversary approaches, Qualco is in a good position to serve all sizes of customers including the true giants of the industry. Nevertheless, he says, given the major structural changes prompted by rapid growth at the top of the market, some time may be needed before things are settled enough for the larger players to embark on major systems investment.

Mishmash of data Jacob accepts that some debt purchasers still prefer to build their own panel management models, and is keen for Qualco to advise them on doing so.

Nevertheless, he is of the opinion that – especially as the market heats up and puts the resources of even the largest operations to the test – specialist providers will remain the best option.

“A purchaser’s skill is in pricing and buying debt” argues Jacob, “not in placing it, or building a platform on which to do so. Apart from anything else, developing a platform also requires major economies of scale to be worthwhile, with millions of accounts on file necessary to justify the expense.” >

55

Profile

Qualco vital statistics • • • • •

Group founded by partners Orestis Tsakalotos and Miltos Georgantzis in the late 1990s Offices in Athens, Paris and London 170 staff across Europe Seven full time staff in the UK, supported by 20 operations staff in Athens More than 175bn processed on systems across Europe

cv - Christian Jacob 2012 – present Managing director at Qualco UK 2007 – 2012 Operations director at Credit Account Management 2006 – 2007 Head of financial systems and MIS at Orbitz Worldwide 2000 – 2006 Business analyst at Air Products 1996 – 2000 Requirements analyst at Shell UK 1996 Graduated with a degree in environmental science

>

Even among the largest scale debt purchasers, Jacob warns there are serious operational challenges.

Once again, he points out that many of the market leaders have grown quickly through large scale M&A activity, and must have a keen eye on ensuring their technology has grown up with them, rather than ending up with a mishmash of legacy data. “Consistency is everything”, he adds.

But meeting the challenges of DCAs is also a priority for Qualco. One of the most important goals in panel management, says Jacob, is efficient segmentation – “treating agencies fairly” he explains, “means giving them the portions of debt they are able to service best”.

This idea of giving the right debt to the right agency is especially significant at a time where more and more DCAs are specialising in particular niches – such as deceased or insolvent estates, for example – in order to flourish in a market which favours competition through scale.

Jacob comments: “it’s no secret that margins have been squeezed for agencies.

We look after our agency panel – it’s all the more important, now DCAs are under pressure, to get exactly the right accounts allocated to the right partner.”

56

“I certainly think there is room for a number of DCAs in the market. So long as there are not too many restrictions on their physical operations, if they are able to specialise, deliver continuous improvement, and they are willing to be flexible on compensation models, they will survive.”

Big business In serving creditors, purchasers and DCAs alike, Jacob recognises that clear recordkeeping and simple, manageable process design is central to success – especially in relation to the burden of proof demanded by new regulation.

“The backbone of compliance is the ability to track and evidence all activity around an account,” he explains. “If you’re giving accounts out to a third party, and in return just getting the amounts and timings of payments, you’ve got a problem: “a letter was sent” or “a call was made” only tells you so much.”

Jacob’s eye for detail and process was honed in the wider world of industry, where he worked with organisations such as Shell and Air Products, a 40,000-employee compressed gas producer based out of Pennsylvania.

“In that industry”, he says, “if you get the data wrong, the consequences could be disastrous.”

Your innovation, realised

“If you’re giving accounts out to a third party, and in return just getting the amounts and timings of payments, you’ve got a problem.”

L-R: Charlie Wong, Andrew Cokayne, Carl Williams, Richard Nash, Christian Jacob, Helen Mortimer

Viewed against this backdrop, even the stringent requirements of the FCA seem manageable. “Even though it is becoming highly professionalised” says Jacob, “this industry is less formal than what I’m used to. All my experience has been with large organisations with strict process rules – at Air Products, for example, the training and compliance capability was astounding.”

“There was an awful lot of red tape, but it was all very well managed – that environment teaches you a lot about the right way to do things, and about how to design a solution in small, manageable steps.”

A lot of the compliance challenges faced by the collections industry, in his opinion, are down to the “leftovers” from the front end of the creditor world, and to the relative lack of investment from major lenders in collections processes compared to functions such as marketing or sales.

One area in which he sees potential for problems to arise as a result of poor process is mis-tracing. “Mis-traces have historically been quite a big deal, but now with the increased use of bulk data and fuzzy matching, more is bound to occur” he says. “In any business that is serious about putting a fair customer outcome at the centre of its processes, this must be addressed.”

Foreign exchange In terms of structure, Qualco UK is separate from Athens-based Qualco S.A., which is its majority stakeholder. While there is an equity relationship between the two businesses, Qualco UK has completely autonomous management.

Nevertheless, there is an exchange of information between the two – indeed, Qualco UK has found it has had plenty to teach its Greek parent about the servicing of portfolios. As a long-term consequence of the Greek financial system’s bailout, banks will have to sell assets, including books of consumer debt. Given its recent involvement in UK debt sale, Qualco should be well placed to help them out.

There is a return of information to the UK entity, too – Qualco’s presence in Europe, where it has operations in 16 countries, means it is well-placed to aid with the expansion of UK debt purchasers into less mature European markets. As that trend progresses, says Jacob, there will be plenty of work to do – “the FCA would have quite a shock, looking at some of the European portfolios.”

When the time comes for more UK purchasers to start looking at those portfolios, it seems likely Qualco will provide a useful partner to help them through the process. ●

57

• Legislatory focus on your business?

• Wish to De-risk your external governance?

• Choose a DCA partner that exceeds Financial & Compliance expectations and has TCF at the core of its culture.

• Bluestone Credit Management ensures your brand image is not compromised allowing you to concentrate on your core business.

• A new era has begun but with over 40 years of trading we are here to stay.

• Great service, Great performance, Great people to deal with.

Make the right choice A strong foundation to build a bright future.

Contact: Mark Bailey MICM National Business Development Director Bluestone Credit Management Derwent House, 150 Arundel Gate, Sheffield, S1 2FN, United Kingdom M 07885 967535 T 01536 276437 www.bluestonecm.co.uk Your innovation, realised 58

Qualco Collections Knowledge is power

Qualco enables its clients to realise the value of their data to streamline their collections and recoveries activities, improve customer rehabilitation and accurately value their debt portfolios. It does this by providing intuitive software and analytics that specialise in panel and asset management.

A

Collections

s the UK’s only independent servicer, Qualco provides a powerful collections solution for debt recovery, data analytics and customer insight; Qualco Collections. This solution is available individually as an internal collections system, Intra-Collect, or an external asset and panel management system, Extra-Collect.

Benefits of Qualco Collections Clearer analytics, better business intelligence • Extensive analytical tools and multidimensional interactive reports • Gives you greater transparency on your performance • Enhanced real-time decision-making for operators • Support for both day-to-day and longterm strategic planning • Live and historical views for greater, more immediate transparency • Enables better long-term strategic decisions.

Automated operations and increased efficiency • Reduce collection costs by up to 50% • Match right resources to the right tasks • Automate key collection processes including resource allocation • Assets assigned and recalled automatically between internal and external agents • Single agent views, guide scripts and dialer integration increase operator efficiency and performance • Automatically generate customer and accounts-based portfolio segmentation • Automate customer contact via SMS, post and email.

Increased rehabilitation • Reduce bad debt, delinquency and attrition by up to 35% • Identify the root cause of delinquent

Whatever platform is used, Qualco provides an end-to-end collection and recovery solution that automates and streamlines operations across the entire credit lifecycle. It handles any lending product across any industry, and can scale up to unlimited accounts, users and locations for a simplified platform and better-informed operations. behaviour, and resolve it more effectively

• Understand each individual customer’s risk profile and status

• Operators empowered to apply the right strategy to the right customer

• Managers can easily compare and assess the effectiveness of each strategy step.

Maximised internal agent productivity • All relevant customer data on a single screen • Optimises performance and enables single-call-per-customer functionality • Preconfigured guidance scripts improve quality and productivity and reduce training needs • Gain insight to make strategic decisions concerning resource requirements • Certified to integrate with industrystandard dialing systems.

Better control of agency performance • Drive results through your third party panel on one platform • Set and communicate targets • Monitor and benchmark operational and financial performance • Streamline the workflow to and between multiple agencies • Automate asset assignments and recalls, set around customer segmentation models or other criteria informed by the business intelligence you’ll gain • Standardised file transfer processes • Automate reconciliation and invoicing processes • Leverage Qualco’s pre-qualified panel members.

59

Qualco Collections Knowledge is power

Q

Intra-Collect

ualco Intra-Collect gives you the benefits of the Collections platform, but it is geared specifically for strategic improvement of internal team performance. A single streamlined platform with advanced decision-making tools, it enables you to put your internal resources to best use, maximising their effectiveness and protecting you from escalating collection costs.

Benefits of Qualco Intra-Collect Easy to integrate with your dialler services • Integrates with all leading call centre dialler systems • Uses simple plug-and-play technology • Build on your current supplier partnership • Or choose a provider from Qualco’s extensive network of servicers.

Intelligent data display for compliant account management • Ensure the most current, compliant and important information is displayed to your agents • Historical data is available at the touch of a button to provide a complete picture for highly effective account handling.

Improved data accuracy for better analytics • View all your data in one place • Easier to use and enhanced accuracy of analytics • Data integrated into just one location • Confidence that you are using consistent information across all your systems.

Flexible portfolio and strategy management • Save on IT resources • Enabling users to set up, implement and monitor strategies through a proprietary, workflow-based interface • Highly intuitive and user-friendly interface • Allows users to manage all aspects of portfolio segmentation • Easily adapt, compare and amend collection strategies.

Delivered to suit the way you work • Choose Software as a Service, paying only for what you use • Or host the solution on your own site • Whatever your choice, leave the planning, design and delivery to Qualco • Ensure minimum disruption and greater business effectiveness.

60

Simpler client data management • Reduces time and effort • Manage all client data through a single interface • Handles multiple file formats concurrently.

Your innovation, realised

Q

Extra-Collect

ualco Extra-Collect is the ideal platform for managing assets and recoveries processes through external agencies. Its advanced placement, monitoring and benchmarking tools provide you with the clarity and intelligence you need to drive innovation through third parties, achieving standardisation, efficiency and new levels of effectiveness.

Benefits of Qualco Extra-Collect Compliance peace of mind • Compliance is at the heart of Qualco • The placement and balance of individual records are fully compliant via a single point of reference • The Qualco solution is built to allow full placement history across multiple allocations and reusable historical processes and data.

Refining and optimising allocations • From initial allocation as accounts are placed, the Qualco decision engine aims to optimise strategic placement • Through every activity to the ultimate status code, our engine is constantly working to optimise each subsequent action.

Easier procurement and onboarding in DCA management • Benefit from the expertise of our qualified panel members to establish the right composition for your business • Make the most of standardised agency management in the form of a controlled file transfer process to create true comparisons.

Improved strategy for best future results • Utilise the Qualco intelligent strategy engine to map specific treatments • Explore opportunities based on a sound understanding of data-derived flow paths • Ensures compliant and fair processes are applied and managed through the internal and external processes • Explore non-linear strategic paths to secure best possible future results.

Valuable management information to drive the business • Unparalleled access to data underpins the Qualco solution • Drill down to individual block data to model and enhance your placement processes • Allow data to drive workflow and deliver your management information through industry-leading analytics • Enrich and cleanse your data suite to deliver a broader picture of your underlying data.

61

Qualco Services One step beyond

Whilst upgrading to a Qualco platform, re-model operations, optimise performance and enhance strategy with Qualco Services. Take performance even further, with profit driven managed services across strategy, analysis and debt sale using Qualco Performance.

Or optimise systems integration and user experience, with Qualco Transformation assessment and implementation services.

A

Performance

chieve your vision or shape your strategy with the help of our business analysts who provide managed specialist services covering optimisation across the credit lifecycle.

Portfolio Analysis and Pricing

• For example Portfolio Risk Segmentation

of your portfolios • Qualco explores the performance of existing accounts and assesses the collectability of future batches • Includes potential purchased accounts.

• Collection strategies are designed to

• Fully understand the dynamics of each

Portfolio Rehabilitation • Achieve greater customer rehabilitation faster • Focus on their needs and the steps required to build relationships with customers in arrears.

Data Enrichment • Add better insight on your customers through partner relationships • Add telephone numbers, previous credit activity/address history, product information and employment history.

Scoring and Segmentation • Determine the optimum treatment strategy to manage an account throughout its lifecycle • Qualco can segment and prioritise accounts according to set criteria and scorecards • Regular reviewing of accounts to ensure the best course of action is being taken at any time.

Strategy Design • A business review and portfolio analysis • Qualco will identify and recommend specific areas and methods of improvement

62

or Risk Based Collections Management

take into account regulatory constraints, collection policy, business priorities and resources capacity.

Allocation Management • Direct the right account to the right performer – agents, outsourcers or branches • Qualco uses judgement or analyticsbased assignment models and incorporates champion-challenger strategies • Models, validation and performance monitoring ensure that allocation decisions are continuously optimised.

Asset Reconciliation • Qualco can reconcile each account based on its volume, value and allocation at each service provider • Track assets to assess whether the balances represented and fed back in the transaction files are representative of the agency system.

Debt Sale • Qualco manages the end-to-end final treatment cycle through to a debt placement strategy • Allows prospective purchasers a Due Diligence tool and opening access to a fully secure environment in which to understand the collectability of prospect accounts.

Your innovation, realised

U

Transformation

pgrade to better integration with business systems, and better user acceptance. Qualco’s partnerships with leading business, finance and technology systems means it can drive efficiencies further.

Integration • Global best practices for implementing and delivering batch integration mechanisms • Guarantees performance, scalability and data quality • Robust analysis and implementation methodologies supported by an internally developed integration toolkit • Leverages the use of metadata and standardised transformation libraries for minimising project’s risks and obtaining significant time and cost savings • Flexibility to accommodate specific customer needs by delivering tailormade transformations and flows • Capable of managing efficiently complex data structures and large data volumes.

Training • Qualco provides high quality, proven training services to deliver effective knowledge transfer • Targeted at enabling key users to immediately maximise the benefits of the new systems • Detailed user manuals, training materials and functional specifications via on-site or eLearning training sessions.

Analysis • Assess business processes and capture specific business needs • Transform them into specific requirements and systems parameters • Achieve maximum efficiencies.

User Acceptance Training • Advanced QA tools to orchestrate and monitor user acceptance testing process • On-site application consultants ensure that system requirements meet business needs and help business users to jump start the live operation of the systems • Ensures smooth transition and seamless assimilation with Qualco platforms.

Post-Live Support • Dedicated application and technical consultants enable the transition into business as usual without compromising your existing operation during this critical time • They help users familiarise themselves with new tools and working practices…

• …whilst tackling any business or technical issue that may arise at an early stage, to minimise operational risk.

63

Debt Management Debt Management

Success Success Story: Story: Citibank Citibank Greece Greece

BACkGrouNd BACkGrouNd

Citibank Greece. In the Greek market since 1964. Over 1,200 employees.

Over 700,000 customers.

A leader in Cards, Personal Global Citibank Greece.

In the Greek market since 1964.

OverBanking, 1,200 employees.

Transaction Services, Securities, Fixed Income, FX, Commodities and Over 700,000 customers.

A leader in Cards, Personal Banking, Global Derivatives.

Transaction Services, Securities, Fixed Income, FX, Commodities and Derivatives.

THE THE CHALLENGE CHALLENGE

Citibank Greece had a collection system in operation, as part of Group central But they faced major challenges Citibanksystems Greece policy. had a collection system in operation, asregarding: part of Group central systems policy. But they faced major challenges regarding: • Domestic Regulatory Framework • Flexibility in CustomerFramework Management and Product Offering Domestic Regulatory • Efficient Effective Legal Portfolioand Management Flexibilityand in Customer Management Product Offering • Legal Offices Management Performance Measurement Efficient and Effective Legaland Portfolio Management • Monitoring Complex Legal Processes Legal Offices Management and Performance Measurement • Legal Expenses Monitoring and Control Monitoring Complex Legal Processes • Legal Expenses Monitoring and Control The imperative business need was to implement a state-of-the-art legal and recoveries management The imperative business needsystem. was to implement a state-of-the-art legal and recoveries management system.

CompANY CompANY INFo INFo CLIENT: Citibank Greece CLIENT: CouNTrY: CouNTrY:

Citibank Greece

Greece Greece produCT: produCT: sETup IN: sETup IN:

Qualco Collections Qualco Collections less than 6 months less than 6 months

Your innovation, realised

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Your innovation, realised

innovation, Your Your innovation, realised realised

Debt Debt Management Management THE THE sCopE sCopE

Citibank’s international evaluation Citibank’s international evaluation and certification process awarded and certification process awarded Qualco with the project Qualco with the project

Early Early Collection Collection System System

Debt Debt Management/ Management/ Settlements Settlements

deliverables included: deliverables included: • Seamless integration of • Seamless integration of Qualco Collections system Qualco Collections system with the existing Citibank with the existing Citibank Early Collection System Early Collection System • Installation, testing, training, • Installation, testing, training, UAT and roll-out of Qualco UAT and roll-out of Qualco Collections System Collections System

Recoveries Recoveries Management Management Debt Sale Debt Sale

Collections Collections

THE THE QuALCo QuALCo soLuTIoN soLuTIoN

Legal Legal

Qualco consultants worked closely with Citibank to deliver a Qualco consultants worked closely with Citibank to deliver a seamlessly integrated, scalable solution in less than 6 months. seamlessly integrated, scalable solution in less than 6 months.

Citibank now utilizes QC functionality regarding Pre-Legal & Citibank now utilizes QC functionality regarding Pre-Legal & Legal Portfolio management, to address: Legal Portfolio management, to address: Auctions) Relationship • Settlements and Auctions) Relationship • Settlements and Management Rescheduling • Collaterals Management Rescheduling • Collaterals (Assignment/ Management • Legal Process (Assignment/ Management • Legal Process Recall, Targets/ Management • Payments and Recall, Targets/ Management • Payments and Compensation (Extrajudicial Legal Expenses Compensation (Extrajudicial Legal Expenses Models).

Notice, Management Models).

Notice, Management • Portfolio Payment Order, • Law Offices • Portfolio Payment Order, • Law Offices Segmentationand Confiscation, Compensation Segmentationand Confiscation, Compensation Strategies Bankruptcy, (Invoicing) and Strategies Bankruptcy, (Invoicing) and

FACTs FACTs & & FIGurEs FIGurEs

130.000 Accounts Accounts under under management management

usErs usErs

40

16

External Agencies External Agencies (Legal offices) (Legal offices)

FurTHEr FurTHEr ACHIEvEmENTs ACHIEvEmENTs

The QC solution brought immediate flexibility The QC solution brought immediate flexibility and efficiency advantages to Citibank’s preand efficiency advantages to Citibank’s prelegal & legal operations. The system supports legal & legal operations. The system supports the bank’s unique products, customer base, the bank’s unique products, customer base, risk models, data sources and integration with risk models, data sources and integration with existing core banking systems. In the following existing core banking systems. In the following years, Citibank noted major improvements in: years, Citibank noted major improvements in: • Increased productivity (Internal and Legal • Increased productivity (Internal and Legal Offices) Offices) • Targeted portfolio Write-off management • Targeted portfolio Write-off management • Increased recoverability and Legal Costs • Increased recoverability and Legal Costs Control Control • Centralized performance monitoring • Centralized performance monitoring

THE THE FuTurE FuTurE

• Citibank Europe approved Qualco • Citibank Europe approved Qualco Collections Legal module as a Collections Legal module as a reference installation to be further reference installation to be further implemented in additional countries implemented in additional countries

Your realised Yourinnovation, innovation, realised 65 Your innovation, realised

Qualco partner directory Qualco offers a number of pre-qualified panel members, all of whom have been awarded a Blue Certification of Conformance for successfully achieving data quality in the transfer of customer data.

1st Locate (UK) 1st Floor Town Centre House contact. Darren Guest tel. 0113 297 7508 Woodhouse Lane email. darrenguest@1stlocateleeds.co.uk Leeds web. www.1stlocateleeds.co.uk LS2 8LY FirstLocate provides a range of debt recovery and revenue management services covering account servicing, early arrears through to past due and defaulted accounts. As our name implies, we consider ourselves the benchmark provider of trace & collect services and have successfully serviced the utility, telecoms, public & financial sectors for over 15 years.

We operate from four UK call centres and employ around 190 staff. Our combination of technology and high calibre staff enable us to cater for traditional debt placements but also the high volume low value placements that many of our competitors simply cannot accommodate.

Advantis Credit Minton Hollins Building Shelton Old Road Stoke on Trent Staffordshire ST4 7RY

contact. Alicia Kelly tel. 01782 400 426 email. sales@advantiscredit.com web. www.advantiscredit.com

Advantis provides contingency collections and trace and collect services to c.50 blue chip clients in the public sector, water, energy, telecoms, financial services and mail order industries collecting both consumer and business debts. It has an excellent reputation for consistently high collections performance, quality service standards, client flexibility and an exemplary compliance record. This has led to strong growth with clients across a wide range of industry sectors. Advantis prides itself on the quality of its people and is committed to delivering service excellence and maintaining the highest standards for clients. Regulated by the Financial Conduct Authority and a member of the Credit Services Association, Advantis operates fully within the applicable rules laid out by the FCA for business conduct and debt collection and with the CSA code of conduct.

akinika 33-34 Winckley Square Preston Lancashire

contact. Matt Subert tel. 07702 919647 email. debtandlegal@capita.co.uk web. www.akinika.co.uk

akinika helps clients successfully and fairly manage later stage arrears. As a debt collections agency, our role is to responsibly engage with your customers to help them find an affordable, flexible and mutually agreeable way of repaying outstanding balances. This is about listening to understand their needs and expectations. It’s about working with each customer to shape the right response. We have the processes and experience, coupled with the scale and resources of our parent company Capita, to deliver bespoke solutions for you with reliable outcomes. We continuously strive to maximise collections performance, whilst identifying and protecting the vulnerable and improving standards for all concerned.

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Ardent Credit Services Moorgate Road Liverpool L33 7XW

contact. Steve Murray tel. 0151 545 3406 email. smurray@ardentcredit.co.uk web. www.@ardentcredit.co.uk

Ardent’s goal is to provide quality with compliance and our clients confirm we consistently achieve our goal. We’re happy to share our clients’ experiences so feel free to contact Steve Murray for further information. Ardent collects regulated, non-regulated and business to business debts. We also provide early arrears and pre-disconnections services.

arvato Financial Solutions 24 George Square Glasgow G2 1EG

contact. Kirsty Speirs tel. 0141 221 4567 email. Kirsty.speirs@arvato.com web. finance.arvato.com/co.uk

arvato Financial Solutions (aFS) is the specialist global F+A outsourcing division of arvato Bertelsmann, which has more than 70,000 employees in 40 countries. As a full-service BPO provider for the entire invoice processing chain, we offer a broad spectrum of services including invoice administration, invoice purchasing, debt purchasing, financing and debt collection. With more than 60 years of experience, we help companies in Europe to grow.

Baker Tilly Creditor Services LLP 6th Floor, Salisbury House 31 Finsbury Circus London EC2M 5SQ

contact. Robert Beat tel. 020 7448 8111 email Robert.Beat@bakertilly.co.uk web. www.bakertilly.co.uk

Baker Tilly Creditor Services LLP (BTCS) offers strategic, cradle-to-grave insolvency services, including professional representation at creditors’ meetings. Award winning technologies and oversight from licensed insolvency practitioners allow clients to anticipate and manage key changes in the insolvency environment. Benefits include higher dividends, lower costs and crucial management information from the Dividend Watch system. More than fifty insolvency specialists currently manage claims for all sizes of business across the UK, including banks and utilities. FCA-accredited BTCS is part of one of the UK’s three principal mid-market accountancy firms. Its unique BTCS Tracker and Portfolio Risk Manager platforms (available with free trial access) are key business tools used to manage business risk across client enterprises.

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Qualco partner directory Qualco offers a number of pre-qualified panel members, all of whom have been awarded a Blue Certification of Conformance for successfully achieving data quality in the transfer of customer data.

BDO LLP 55 Baker Street London W1U 7EU

contact. Steve Illes tel. 020 7893 2279 email. steve.illes@bdo.co.uk web. www.bdo.co.uk

BDO UK is a long-established accountancy firm providing a full and seamless range of audit, tax and advisory services to our clients. With 21 offices across the UK, 300 partners and 3,500 staff, BDO is recognised as the No 1 firm for exceptional client service. The BDO Personal Insolvency team is a leading provider of outsourcing support to creditors dealing with insolvency matters.

BDO are delighted to be able to assist clients in dealing with their insolvency matters via the Qualco portal and offering clients the opportunity to outsource a number of services, including the claim administration and dividend collection process.

Bluestone Credit Management Derwent House 150 Arundel Gate Sheffield S1 2FN

contact. Mark Bailey tel. 07885 967535 / 01536 276437 email. mark.bailey@bluestonecm.co.uk web. www.bluestonecm.co.uk

Bluestone Credit Management has been operating in the DCA market for more than 42 years, employing more than 140 members of staff, who manage a diverse range of both contingent and purchased portfolios. We provide a full range of collection services, from early arrears management, white label activity through to late stage recoveries, trace & collect, litigation and a fully employed field force in place providing a customer centric service ensuring right customer outcome. We manage accounts across a diverse range of portfolios and specialisms through commercial and consumer markets from specialist SME utility, motor finance, HMRC and financial services.

BPO Collections The Grange Business Centre Glebe Street Stevenston KA20 3EJ

contact. Nicky Dougan tel. 0141 255 1510 / 07949 162190 email. nicky.dougan@bpomail.co.uk web. www.bpocollections.co.uk

BPO is a dynamic, market leading debt collection agency that takes pride in providing excellent client and customer satisfaction. We are CSA CAI Accredited, and have a fresh, innovative, hugely successful approach to meeting our client’s needs. We excel in all sectors of recoveries, from white label through to debt purchase recoveries.

Our senior management team comes with a wealth of experience and knowledge in the recoveries sector, complimented by our skilled, compliant telephone advisors and bespoke client M.I. reporting suite we are confident our service can exceed our clients’ expectations, delivering top end results at all times.

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Your innovation, realised

CCSCollect 797 London Road Thornton Heath Surrey CR7 6YY

contact. Catherine Graham tel. 020 8664 4971 email. catherine.graham@ccscollect.co.uk web. www.ccscollect.co.uk

As a specialist provider of outsourced credit management services, CCSCollect has developed many bespoke solutions for clients across a number of industries, including: central and local government, finance, utilities, telecoms and mail order.

Celebrating our 40th year this year, our services range from consumer to commercial debt collection by way of: lettering, telephony, e-mail, SMS, litigation, doorstep collection, trace and client branded telephony/mailing services. We are ISO9001:2008 and ISO27001 accredited, as well as members of the Credit Services Association (CSA) and authorised by the Financial Conduct Authority (FCA).

drydensfairfax solicitors Shire House 2 Humboldt Street Bradford BD1 5HQ

contact. Steve Heighway tel. 01274 378872 email. steve.heighway@drydensfairfax.com web. www.drydensfairfax.com

drydensfairfax solicitors is the UK’s largest specialist law firm solely focused on the recovery of debt for UK lenders, debt purchasers, central Government and commercial businesses. We appreciate the role we play in representing our clients and preserving their customer relationships whilst delivering commercial results, that’s why we’ve been shortlisted for two Credit Today Awards, hold the Mortgage Finance Gazette Treating Customers Fairly Award in 2015 and consistently retain top tier position in The Legal 500 nationally. As experts in secured and unsecured recoveries we offer high volume and highly compliant collections activity to rival that of the largest DCA’s blended with sophisticated analytics and intelligent litigation and enforcement strategies.

fidélité credit management Spectrum House 55 Blythswood Street Glasgow G2 7AT

contact. CAM (Client Account Management) tel. 0141 243 4874 email. cam@fidelitecm.com web. www.fidelitecm.com

On 1 March 2015, scotcall group and its companies combined to operate under a single name: fidélité credit management ltd. This positive change reflects our overarching and far-reaching strategic objectives, encompassing a full strategic review of our oversight, controls and governance in order to ensure FCA readiness and creating a truly end-to-end service offering. “fidélité” is taken from the French word for ‘loyalty’ and communicates our integrity, trust and commitment to our elite partners. We are an award winning technology-led, credit management business delivering cradle to grave customer resolution solutions within the UK and ROI banking, utility and consumer credit sectors.

Our key services are: outsourced credit, collect, locate and collect and re-engage.

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Qualco partner directory Qualco offers a number of pre-qualified panel members, all of whom have been awarded a Blue Certification of Conformance for successfully achieving data quality in the transfer of customer data.

Fredrickson Persimmon House Brooklands Business Park Weybridge Surrey KT13 0NT

contact. Jan-Michael Lacey tel. 0845 293 0606 email. jml@freds.com web www.freds.com

Fredrickson is a multi-award winning UK debt servicing business employing over 300 people. We are part of the Lowell Group, one of the UK’s leading providers of credit management services specialising in debt recovery, data analytics and customer insight.

To date we have collected more than £1bn for our clients who are spread across the UK and represent many industry sectors including financial services, government, communications, utilities and home shopping. Performance, innovation and compliance are the cornerstones of our business and we are ISO9001, ISO27001 and ISO14001 certified – all of which helps us to deliver exceptional service to clients and customers alike.

Lucas Credit Services 2A 606 Business Park Staithgate Lane Bradford BD6 1YA

contact. Roger Lucas tel. 01274 957070 email. info@lucascreditservices.com web. www.lucascreditservices

Lucas Credit Services offers office-based collection services including our new and innovative e-collections platform to a wide range of industry sectors, including those in the financial services, banking, utilities, telecommunications and home credit markets.

We work with our clients to provide a high quality service whilst at all times utilising ethical collection practices and ensuring that our client’s customers are always treated fairly and in a positive and progressive manner. Openness, transparency and compliance are as much a part of our culture as collections performance itself and nothing short of excellence in all areas is acceptable.

Moorcroft Group Moorcroft House 2 Spring Gardens Stockport Cheshire SK1 4AA

contact. William Owens tel. 0161 477 2222 email. williamowens@moorgroup.com web. www.moordebt.com

Moorcroft is a debt collection agency with our offices in Stockport. We have a head office workforce of around 470 and also manage a national field force of local operatives. We work on behalf of numerous financial services, utility, telecoms and retail companies where customers’ accounts have fallen into arrears. We are extremely flexible in the services that we offer and will tailor our approach to match our clients’ needs. We work each account on its own merits and look to establish the best outcome for the customer always ensuring that compliance is at the heart of our business.

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Opos Limited 2nd Floor 15 Meadowbank Street Dumbarton G82 1JR

contact. Scott Dawson tel. 0141 428 3993 email. sdawson@oposlimited.com web. www.oposlimited.com

Opos Limited (Our People, Our Systems) is a technology lead DCA with continued focus on our people. Opos carries out pre and post charge off consumer and commercial collections in a variety of sectors. Opos benefits from its relationship with its sister company DDI Software, which delivers industry leading CRM and Telephony Solutions – Ascent and callCent. Our clients have different business drivers and face unique challenges.

With this in mind, we work with them in a consultative manner to set the right objectives, plan strategies and customise reporting. Opos recently moved to state of the art offices in Dumbarton, near Glasgow, to accommodate our current growth aspirations.

Pastdue Credit Solutions 1 Blair Court North Avenue Clydebank Business Park Glasgow G81 2LA

contact. Josh Anthony tel. 0141 951 6065 email. janthony@pastduecredit.co.uk web. www.pastduecredit.co.uk

We are trusted to work for some of the UK’s largest companies to help them recover past due accounts from their account holders. Our clients tell us, through the professionalism of our people, we deliver reliable and accountable service levels that enable us to maintain the long term relationships we enjoy with them. We achieve this by utilising the skills and passion of our entire team; a team that works in concert with our solid infrastructure and commitment to delivering superior service and collection results. We know that finding a partner with the appropriate experience, resources and commitment to provide the highest quality of service is crucial. This is why our commitment to protect your reputation as if it were our own is core to our business as, to us, our reputation is our single most important driver.

Phillips & Cohen Associates (UK) Building 5, Floor 9 Exchange Quay Manchester M5 3EF

contact. Tim Webb tel. 07956 629801 email. twebb@phillips-cohen.co.uk web. www.philips-cohen.co.uk

Phillips & Cohen Associates is the UK’s only truly dedicated deceased account recovery specialist, having handled compassionately over £900 million of deceased accounts on behalf of over 80 of the UK’s largest creditors.

Specialists in compliant and compassionate recoveries the combined business operates on 3 continents, and has attracted major banks, utilities, home shopping, and most recently public sector organisations to its swelling ranks of UK clients. A unique style of engagement and training relationship with Samaritans has seen the business win a succession of major credit industry awards.

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Qualco partner directory Qualco offers a number of pre-qualified panel members, all of whom have been awarded a Blue Certification of Conformance for successfully achieving data quality in the transfer of customer data.

Qualco UK Hersham Place Technology Park Molesey Road Walton-on-Thames KT12 4RZ

contact. Christian Jacob tel. 01932 213340 email. info@qualco.co.uk web. www.qualco.co.uk

Qualco is a leading provider of panel and asset management software and analytics, specialising in the credit management and recoveries marketplace. At the very heart of the company, which has grown significantly since June 2012, is analytics. We help originators and debt purchasers understand their customers better to enhance results. In that journey we are committed to data quality and offer the industry our standardised file transfer platform within this manual. Using our File Transfer Manual for your future data exchanges, you can be rest assured that when you receive data from one of our certified members, that it is representative of the activities undertaken on your behalf. Contact us for more details or for a free assessment of your panel and/or asset management strategy.

Ruthbridge Ruthbridge House 15 London Road Twickenham Middlesex TW1 3ST

contact. Emmanuel Amissah tel. 020 8734 3500 email. enquiries@ruthbridge.com web. www.ruthbridge.com

Founded in 1994, Ruthbridge is one of the UK’s leading specialist, debt recovery agencies with a proven reputation for developing excellent client partnerships that are effective and enduring. Our understanding of how to find amicable resolutions to the different needs of clients and customers is at the core of everything we do and is supported by strong, consistent TCF policies.

Ruthbridge works with a range of sectors including banking, financial services, telecommunications and utilities. We enable clients and customers to develop a meaningful dialogue so that problems are resolved swiftly.

The Sigma Financial Group Grosvenor House Prospect Hill Redditch B97 4DL

contact. Gary Gilburd tel. 01527 586551 / 07715 351136 email. gary.gilburd@sigfin.co.uk web. www.sigmafinancial.co.uk

The Sigma Financial Group is an outsource and portfolio purchase business providing a range of services for the management of performing and non-performing consumer receivables in the UK. Its core services include the provision of ‘white label’ early arrears collections services; contingency collections; and debt purchase services.

Providing its services across a diverse range of industry sectors, Sigma provides a seamless solution for the entire debt recovery process. Several of the UK’s largest brands have entrusted Sigma to conduct collections activity in their name as an extension of their brand. The business currently employs almost 400 staff.

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Tenron Credit Management Linwood Point Burnbrae Road Paisley PA1 2FB

contact. Janice King tel. 07769 143803 email. Janice.king@tenroncm.co.uk web. www.tenroncreditmanagment.co.uk

Tenron Credit Management delivers bespoke collections services tailored for each of our clients throughout the UK. Our call centre is based in Linwood with an underlying online capability to service our clients’ and customers’ needs. All of our practices and processes are underpinned by the core principle of Treating (every) Customer Fairly and properly.

We are able to accept aged debt at any stage; from regular payers to early arrears to post write off. We design and implement strategies to suit each profile, and also provide telephone support and benchmarking exercises to test your own in-house collection operation.

The Zinc Group 52 Cygnet Court Stratford on Avon CV37 9NW

contact. Richard Fenton tel. 0330 100 0852 email. sales@thezincgroup.com web. www.thezincgroup.com

Zinc Group is a multi-award winning company in the credit control, recoveries management, and BPO functions. Our solutions have been designed to dovetail into our clients’ current processes allowing our clients a seamless transition with no down time or disruption of service.

As well as offering a traditional range of services to our clients, Zinc has lead the way with innovative methods of customer service using web based self-help application, and hosting Zinc’s award winning Ecommerce platform. Zinc has been trading since 2008, and its senior management team is made up from tenured professionals who have worked in their sectors for over 20 years on average.

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We are ready to start something new Qualco UK Hersham Place Technology Park Molesey Road Walton-on-Thames KT12 4RZ 01932 213340 info@qualco.co.uk www.qualco.co.uk Scan me for your PDF version of this manual