DCON TRAINING MANUAL

1. DCON TRAINING MANUAL 5 16 2011

2. Table of Contents Quick Reference Guide DCON Tasks for everyday use………….….………….…………………………………………………..… .3 DCON Tasks that you need to be sure are completed….…………………………………………………….. 4 Section One ‘Communicating with International Partners’..……………………………………………………………………. 5 1-A. Comment to Partner (CTP)……………………………………………………………………………… 6 1-B. Task Screen,,,,,,,,,,,,,…………………………………………………………………………………….. 7 1-C. Comments to Partner – DCON NOtes………………………………………………………………….. 8 1-D. Attachments…………………………………………………………………………………………….. 9 1-E. Emailing Through DCON……………………………………………………………………………... 10 1-F. Attaching Documents to Emails……………………………………………………………………….. 12 1-G. Comments to Partner – Saving Jobs…………………………………………………………………... 13 Section ‘Two Processing Payments’………………………………………………………………………………………........ 14 Copy of Current DCON PTC Form ………………………………………………………………………… 15 2-A. PTC (Payment to Client) in Debtcon)………………………………………………………………… 16 2-B. PTC (Payment to Client) in DCON)………………………………………………………………….. 17 Example of PTC Form (completed)………………………………………………………………………… 18 2-C. Payment to Partner……………………………………………………………………………………. 19 2-D. PTA (Payment to Agency)……………………………………………………………………………. 20 Section Three ‘Reassigning and Closing Cases’………………………………………………………………………………. 21 3-A. Introduction - Reassigning Cases……………………………………………………………………... 22 3-B. Closing Cases…………………………………………………………………………………………. 23 3-C. Order Details Screen………………………………………………………………………………….. 24 Section Four ‘Things to Know and Apply’……………………………………………………………………………………. 25 DCON Training Manual

3. DCON QUICK REFERENCE GUIDE Tasks for everyday use in DCON TCO – Telephone call out TCI – Telephone call in INT – Internal Note (cannot be seen by an Coface Partner or by policyholder with DCON access) CTP – Comment to Partner (must “Publish” CTP, not “confirm”) CFP – Comment from Partner 4006 – Used to make internal notes (also cannot be seen by partners and policyholders) EMO – Email out (When you have completed your email, click “Send”) EMI – Email in (Must input email sender information to save) PPA – Potential Recovery Assessment (Confirm) ARE – Await Customer’s potential recovery assessment (reject) ARE – Is more information required? (reject) PLA – Pre-Legal Assessment STR – Status Report DCON Training Manual

4. DCON QUICK REFERENCE GUIDE (continued) Make sure following tasks are completed: SCD – Send case to partner (if this is not confirmed or has “!” on task, the case hasn’t been received by the partners. (The SCD task should be followed by an EMO task to insure that the partner receives the case) PPA – Preliminary Recovery Assessment (reject) Always confirm CFP’s and INT’s received from the partners, and ALWAYS respond to CFP’s, even if it is just a “Thank you”, or “I will get back with you shortly”. Remember that you can ask for a Status Report or update from a Coface Partner anytime you need one, as well as a Legal Assessment/Quote. DCON Training Manual

5. SECTION ONE COMMUNICATING WITH INTERNATIONAL PARTNERS DCON Training Manual

6. 1A. Introduction • In the world of International Commercial Collections, there are several reasons why communication with our international partners is so important. When you need to discuss information, request updates/status reports, or provide any information for the partner with regard to invoices, guarantees, proofs of delivery, creditor/debtor communications, etc; there are two ways to do so: • Using our DCON program, we have two electronic communication tools; email and “CTP” (Comment to Partner). • To know which option is best for the case in question, you should check the “Parties” screen. If you look in the partner details you will see: DCON Training Manual

7. 1B. Task Screen • When the box is checked, we use the “CTP” task for communicating with our partners. (Communicate via DconX  click here to view the history of all electronic correspondence) • To use this task, you should go to the “Task” screen. (Seen below) In the yellow box, next to the words “task code”, type the letters “CTP” which will open a new window on top of the current. The task looks like this: DCON Training Manual

8. 1C. Comment to Partner DCON Notes • In the yellow box, next to the words “task code”, type the letters “CTP” which will open a new window on top of the current. The task looks like the below example. • In the Orange box, you should address the partner (by name, if known): “Dear Hilda,”. The body of your “CTP” should be as informative as possible, without being too wordy and without the use of any slang or abbreviations. • Always close your “CTP” properly using any cordial salutation that you deem appropriate, followed by your full name, i.e. “Kind regards, Jane Doe” DCON Training Manual

9. 1D. Attachments • Our partners appreciate any communications we send that will assist their efforts in collection, but are not going to understand slang as “friendly speech”. They most often take offense to such language, so please be careful. Although there is no standard format, proper business letter etiquette is essential in bettering partner relations. Never type in all caps. • Providing documents is easy using DCON. Once you’ve completed the body of your “CTP”, scroll down until you see “Attachments” on the left side of the window, then look for the “upload” link. Click upload and a new window with a “browse” button will open. Browse for the file that you intend to send to the partner then attach it. • **Remember that you must save the document to your desktop before attaching to a DCON case. • To ensure the partner receives your CTP, always click the “Publish” button at the bottom right of the window. DCON Training Manual

10. 1E. Emailing through DCON • If, on the “Parties” screen, you do not see this information: (Communicate via DconX  click here to view the history of all electronic correspondence) • You must use email as your communications tool. The partner’s name and email address should be shown as “contact person”. You can simply click on the blue highlighted email link to complete your email via DCON. The email out task should open automatically, and looks like this: DCON Training Manual

11. 1E. Emailing through DCON (continued) • If email is used, always remember to begin the email including all of the information provided in the Ref. numbers section (Example: Case number: 1234567, Customer reference: ABCD123456, Partner agency reference number: US-AA/9999/99999), as well as the Customer, Creditor, Debtor, and Debt amount information. This will provide all of the information needed for the partner to locate the case (this should be copied into the orange message box). • You may follow the same business etiquette and format as used in the CTP function in communicating via email. Please remember to address the partner (by name, if known) and begin with “Dear ….” and close the letter with a cordial salutation, followed by your full name. • Our partners appreciate any communications we send that will assist their efforts in collection, but are not going to understand slang as “friendly speech”. They most often take offense to such language, so please be careful. Although there is no standard format, proper business letter etiquette is essential in bettering partner relations. Never type in all caps. DCON Training Manual

12. 1F. Attaching Documents to Email • Emailing documents is easy using DCON. Once you’ve completed the body of your email, scroll down until you see “Attachments” on the left side of the window, then look for the “upload” link. Click upload and a new window with a “browse” button will open. Browse for the file that you intend to send to the partner then attach it. **Remember that you must save the document to your desktop, before attaching to a DCON case. DCON Training Manual

13. 1G. Comments to Partner Saving Jobs • To ensure the email is delivered to the partner, always remember to scroll down and click on the “Send” button at the bottom right of the window. • Remember to save your work by clicking the “Save” button, in the (dark blue) column on the left of the task screen. Upon doing so, a copy of the email will be forwarded to your outlook box. See example below: Case number: 1176732 Customers reference: 3537824 Partner agency reference number: US-MX/0909/05606 Customer: COFACE-TRM Creditor: RITCHIE BROS. AUCTIONEERS AMER. Debtor: HERMANOS ARAMBULA total unpaid: USD 19,181.75 Dear Hilda, Please see attached document. The client has informed me that the debtor wishes to return merchandise. Please request additional information for the return goods. Thank you for your assistance. Kind regards, Jane Doe DCON Training Manual

14. SECTION TWO PROCESSING PAYMENTS DCON Training Manual

15. PTC FORM for P&PHcollections Case number: Reported to Accounting by: Collector: _____________________ Payment Type (circle one): Direct payment to client Direct payment backoff (Payment Date = Date posted in DCON ) Credit Memo / Returned merchandise Case withdrawn Post DCON to match DebtCon Payment Proved by (circle): CFP or partner email attached Information attached: from client from Copy of cleared check (front and back) Copy of check provided by client / atty (with proof of sender) PNI in DCON-state below who entered it (provide support) DebtCon payment screen Other- explanation below: _______________________________________________________ Payment Date: ________________ Payment / Credit amount: _____________ Payment currency letters: ______________ Payment Fee Terms (circle one): NPH-Normal Policyholder FD-Free Demand (7.5%) Provide start date (earlier of 1RE or first TCO): __ (NOTE: Free Demand does not apply to partners) PN-Partner Normal PPP-Partner Paid Prior (indicate Finders Fee below) INA-Inactive (Bill 3% to CNAIC) SA-Lump Sum; Coface SA (2.79%) GA-Global Alliance/Fronting (7.5%) EXP-Export (20% or state other) NF-No Fees-state reason below PP-Paid prior (No Fees) PHW – Policyholder Withdrawal (7.5%) (49C letter must be on file) Other______________________________________________ Shall a 100.00 eur Finder Fee to be billed to partner? Yes / No Date Submitted DCON Training Manual

16. 2A. PTC’S (Payment to Client) in Debtcon • In this section we will discuss the various payment scenarios and how to proceed with each. In International Commercial Collections timely payment processing is crucial. Our partners need to be aware of payments, as they occur; as do we. • First we will discuss payments made to the client (PTC). When your client contacts you confirming that they have received payment, your first priority is to post the payment in Debtcon. • Once the payment is posted in Debtcon, make a screen shot of the payment details screen. To create a screen shot, you should first make sure that the current balance is visible by adjusting the position of the smaller “Payment History” window. Then, on your keyboard, hit the “Print Screen” button. • Open Microsoft Word then (on a blank document) right click and “paste” the screen shot onto the blank document. Print. DCON Training Manual

17. 2B. PTC’S (Payment to Client) in DCON • You will then want to print a copy of the most current DCON PTC form (which can be found on the company intranet), to process a “DCON match to Debtcon” PTC. To do so, go to: http://int.nol.us.coface.dns/default.aspx • At the top left of the screen, click on the link “Documents”. • Halfway down the page you should see a folder for “Accounting – Partner and Policyholder Accounts”; click on the folder and three documents will appear. Open the document titled PTC Form Only- P&PH. Print the document once opened. • To save time, in the future, you may also want to save a copy of the document to your personal desktop in your documents folder. • Please fill out the form completely. DCON Training Manual

18. DCON Training Manual

19. 2C. Payment to Partner • The next payment scenario to address is payment to the International Partner. • You will find that each partner has their own way of communicating, most noticeably when payments are involved. • Some partners will simply advise you that they received a payment, at which point you should send them a CTP/email that thanks them for their efforts and requests that the payment be forwarded to our account as soon as possible. The account that the payment should be sent to is as follows: INTERNATIONAL DEBTORS Coface Collections North America, Inc. International Trust Account Acct. No. (DDA) 2081319661 Capital One Bank 201 St. Charles Ave., 29th Floor Commercial Division New Orleans, LA 70170 Routing No. 065000090 SWIFT CODE HIBKUS44 DCON Training Manual

20. 2D. PTA – (Payment to Agency) • You do not send a PTC form in for payments received by the International Partner until the payment has been received by our account and posted into Debtcon. Send in the DCON PTC form for “DCON to match Debtcon”, so the balance will be corrected. • Some partners will use the “PNI” task to notify you of a payment received. If you see a PNI task on a case you should CTP/email the partner and confirm that they received the payment, then request that they forward said payment to our account, as detailed above. • The third payment scenario is “PTA” money. When a debtor sends payment directly to our account, you should immediately notify both the client and the International Partner that payment was received, including payment details (amount, date, etc.). Also remember to send in the DCON PTC form for “DCON to match Debtcon”, so the balance will be corrected. DCON Training Manual

21. SECTION THREE REASSIGNING AND CLOSING CASES DCON Training Manual

22. 3A. Introduction – Case Reassignment • Proper case assignment and closure is a crucial part of our International Collections business. Our partners need to know the correct person to contact in the event of any changes to the debtor’s responsiveness or financial situation, or to request additional information or payment confirmation. Reassigning and closing of cases in DCON is a manager’s responsibility. • Casereassignment is nearly effortless, in DCON. First you open the case, and then you click on the Case Details tab. (See below). In the “Assigned to” field you should see an arrow, which will allow you to scroll through the DCON usernames. Select the name you wish to assign the case to. On the left of the screen, click the “Save” button, and then “Desktop”. • You’ve just successfully reassigned a case. • Closing a case, in DCON, is similar to reassigning, but has a few additional steps before saving. DCON Training Manual

23. 3B. Closing a Case • If a case is to be closed you should open the case and go to the “Task” screen to send the partner an email/CTP to notify them of the closure. Be sure to inform the partner as to why the case is to be closed. • Once you’ve completed the task, go to the “Case Details” screen. • In the “Assigned to” field, scroll to the top of the list, and select one of the following; “C TRM Neg” (Means no payment was received) “C TRM Pos” (Means payment was received) “Cancelled” DCON Training Manual

24. 3C. Order Details Screen • Once you’ve correctly reassigned the case, go to the “Order Details” screen. (See below) • In the field for “Set case status to”, you should scroll to select the status to match the case assignment you’ve just given the case: C TRM Neg = Closed negative C TRM Pos = Closed positive Cancelled = Cancelled • In the field, “Reason for closing the case”, hit the small grey box, review the options provided and select the most suitable explanation. • Click on the “Set case status” button, and then click the “Desktop” button. You’ve just successfully closed a case. DCON Training Manual

25. 4. Things to Know and Apply • All CFP’S require a reply CTP, even if it is only to say I have received your request and will provide you a answer shortly. • DCON queue should be checked daily at least once, maybe twice if you have a lot of international cases. • There should be no case in your queue that does not have activity at least every 10 business days. • Do not hesitate to ask partners for updates, status reports, legal estimates, etc. Ask what has been done to recover the claim. If the selling agent shows a concern the partner will also show a concern. • Provide all documents to assist the partner. Attach the documents to the DCON file and make sure the partner can view them. If unable, make sure to email documents directly to partner. • All Documents must be converted to .PDF format before being uploaded to the file. If you do not already have the .PDF Creator tool on your desktop, you should send in a trouble ticket to IT, requesting that it be added to your programs. • The universal language for Coface and its partners is English. If you receive an email or comment from a partner that is not in English, you may reply to them (via CTP or email) and ask that they send all communications in English in accordance with the White Book guidelines.. DCON Training Manual