COLLECTIVE AGREEMENT. between NCO FINANCIAL SERVICES LTD. and the B.C. GOVERNMENT AND SERVICE EMPLOYEES UNION (BCGEU)

Transcription

1 COLLECTIVE AGREEMENT between NCO FINANCIAL SERVICES LTD. and the B.C. GOVERNMENT AND SERVICE EMPLOYEES UNION (BCGEU) Effective from March 1, 2014 to February 28, v

2 TABLE OF CONTENTS ARTICLE 1 - PREAMBLE Purpose of Agreement... 1 ARTICLE 2 - UNION RECOGNITION Application of Agreement Company to Acquaint New Employees No Discrimination for Union Activity... 1 ARTICLE 3 - UNION SECURITY Union Dues Union Membership Company Liability for Collection of Union Dues... 2 ARTICLE 4 - MANAGEMENT RIGHTS... 2 ARTICLE 5 - UNION STEWARDS Selection of Stewards Time Off for Union Business... 2 ARTICLE 6 - LABOUR MANAGEMENT RELATIONS COMMITTEE Terms of Reference Meeting of Joint Committee... 3 ARTICLE 7 - GENERAL PROVISIONS Bulletin Boards Correspondence Between Parties... 3 ARTICLE 8 - STRIKES AND LOCKOUTS Strikes/Lockouts... 4 ARTICLE 9 - DISCRIMINATION AND HARASSMENT Harassment and Unprofessional Conduct Complaint Procedure Appeal Procedure Human Rights Complaint... 5 ARTICLE 10 - DEFINITION OF EMPLOYEES Probationary Employees Categories of Employment... 5 ARTICLE 11 - HOURS OF WORK Hours of Work Meal Breaks Rest Periods Flexible Work Schedules for Trainers Split Shifts... 6 ARTICLE 12 - OVERTIME Definitions Overtime Entitlement Overtime Compensation No Layoff to Compensate for Overtime Right to Refuse Overtime Overtime Assignment... 7 (i)

3 ARTICLE 13 - STATUTORY HOLIDAYS Statutory Holidays Statutory Holiday Pay and Lieu Day Option Holiday Coinciding with a Day of Vacation... 8 ARTICLE 14 - ANNUAL VACATIONS Vacation Entitlement Vacation Periods Vacation Pay... 8 ARTICLE 15 - LEAVES OF ABSENCE Maternity and Parental Leaves of Absence Personal Leave Of Absence Union Leave Additional Leaves of Absence Bereavement ARTICLE 16 - BENEFIT PLANS Eligibility Termination of Coverage Dental Plan CRM Employees Dental Plan ARM Employees Extended Health Plan CRM Employees Extended Health Plan ARM Employees Life Insurance and Accidental Death and Dismemberment CRM Employees Life Insurance and Accidental Death and Dismemberment ARM Employees Long-Term Disability CRM Employees (Category B & C employees only) Long-Term Disability ARM Employees ARTICLE 17 - COMPENSATION Wages Paid Time Off/Emergency Days ARTICLE 18 - JOB DESCRIPTIONS Job Descriptions New and Changed Positions ARTICLE 19 - ADJUSTMENT PLAN ARTICLE 20 - JOB POSTINGS AND PROMOTIONS Posting of Job Vacancies Applying for Vacant Positions Job Applications to be in Writing Intent of Employer Selection Basis Temporary Assignment ARTICLE 21 - OCCUPATIONAL HEALTH AND SAFETY ARTICLE 22 - LAYOFF AND RECALL Reduction Of Work Hours Layoff Layoff Notice Employee Options (ii)

4 22.5 Recall Procedures ARTICLE 23 - SENIORITY Accrual of Seniority When Seniority Ends Seniority List ARTICLE 24 - DISCIPLINE Just Cause Right to Have Steward Present Notice ARTICLE 25 - GRIEVANCE PROCEDURE Definition of a Grievance Grievance Procedure Policy Grievance Dismissal Grievance Grievance Form Grievance by Mail Agreement or Resolution Binding Extension of Time Limits Breach of Time Limits ARTICLE 26 - ARBITRATION Arbitration Board Appointment Procedure Arbitration and Harassment Appeal Costs Arbitration Procedure Expedited Arbitration Alternative Dispute Resolution (ADR) Consolidation of Grievances ARTICLE 27 - DURATION OF AGREEMENT Duration Notice to Bargain Commencement of Bargaining Change in Agreement Agreement to Continue in Force Effective Date of Agreement APPENDIX A - List of Arbitrators APPENDIX B - Wage Schedule APPENDIX C - Re: Union Dues Deduction Authorization Slip LETTER OF UNDERSTANDING #1 - Re: Temporary Agency Workers LETTER OF UNDERSTANDING #2 - Re: Health and Welfare Benefits LETTER OF UNDERSTANDING #3 - Re: Wage Reopener (iii)

5 BCGEU and NCO Financial Services Ltd. (02/2016) Page Purpose of Agreement ARTICLE 1 - PREAMBLE The parties agree that all employees employed by the Company are an integral part of achieving the Company's mission and vision. The parties agree therefore that all employees will be treated in accordance with the provisions contained in this Agreement. The purpose of this Agreement is to establish and maintain a harmonious relationship between the Employer, its employees and the Union and to promote the mutual interest of the Employer and its employees. 2.1 Application of Agreement ARTICLE 2 - UNION RECOGNITION This agreement shall solely apply to employees in the bargaining unit for which the Union is certified under the Labour Relations Code. 2.2 Company to Acquaint New Employees (a) (b) At the time of hire, new employees will be advised that a collective agreement is in effect. A new employee will also be provided with: (1) the name and contact information of the steward(s) for their area. (2) an authorization form for union dues check-off. (c) (d) The appropriate steward(s) will be advised of the name of the new employee. The Union shall provide the Company with an up to date list of stewards' names. (e) Stewards shall be afforded a ten (10) minute opportunity to meet with new employees during the training sessions to introduce themselves and to hand out copies of the collective agreement. 2.3 No Discrimination for Union Activity The Company and the Union agree that there shall be no discrimination, interference, restriction, or coercion exercised or practised with respect to an employee's level of involvement in union affairs. 3.1 Union Dues ARTICLE 3 - UNION SECURITY All employees, both present and future, must authorize the Employer in writing, on a form set out in Appendix C to deduct dues and assessments from their wages biweekly and to transmit the monies so collected to the Union monthly together with a list of employees from whom such deductions have been made, and the amount so deducted from each employee. All amounts so deducted shall be certified by the Union to be in effect in accordance with the Union's bylaws. 3.2 Union Membership (a) All employees in the bargaining unit who, on the date of certification, were members of the Union or thereafter became members of the Union shall, as a condition of continued employment, maintain such membership.

6 BCGEU and NCO Financial Services Ltd. (02/2016) Page 2 (b) All employees hired on or after the date of certification shall, as a condition of continued employment, become members of the Union, and maintain such membership. (c) Nothing in this agreement shall be construed as requiring a person who was an employee prior to the date of certification, to become a member of the Union. 3.3 Company Liability for Collection of Union Dues The Union acknowledges that the Company's liability is restricted to the collection and remittance of dues and assessments in accordance with this article. ARTICLE 4 - MANAGEMENT RIGHTS The Union recognizes that the Company retains the sole and exclusive right, except as otherwise limited by the provisions of the agreement, to determine all matters regarding the management of its affairs, and that it is the Company's right to direct the workforce. That direction includes: (a) (b) maintain order, discipline and efficiency; organize and reorganize the work of employees; (c) hire, appoint, discharge, promote, demote, classify, transfer, lay off, recall, suspend or otherwise discipline employees; (d) make and enforce and alter from time to time rules, regulations and policies to be observed by the employees; (e) determine and change the operations of the Company; determine and change the locations where the Company's operations are carried on; determine and change the methods of carrying out the Company's operations; set reasonable standards for the performance of work; determine the work to be performed by employees. (f) determine the nature and kind of operations conducted by the Company; the kind and location of equipment to be used; the extension, limitation, curtailment or cessation of operations; the right to sell, merge, consolidate or otherwise deal with the business, its operations or any part thereof; and to determine all other functions and prerogatives heretofore vested in and exercised by the Company which will remain solely with the Company. 5.1 Selection of Stewards ARTICLE 5 - UNION STEWARDS Union stewards selected by the Union will be recognized by the Company. The Union will provide an up to date list of steward names. The Union will restrict the number of stewards to fifty (50) unless the employee count goes above fifteen hundred (1,500) in which case additional stewards may be appointed. 5.2 Time Off for Union Business Stewards may investigate and process grievances and attend to other union business outside of their workplace duties, provided it that it does not interfere with the operation of the Company's business. In the event an employee is being suspended or terminated during their shift the employee will be permitted to meet with a steward for ten (10) minutes prior to the meeting and to have the steward attend the meeting.

7 BCGEU and NCO Financial Services Ltd. (02/2016) Page Terms of Reference ARTICLE 6 - LABOUR MANAGEMENT RELATIONS COMMITTEE The terms of reference of the Labour/Management Relations Committee shall be to attempt to resolve all areas of concern arising out of this collective agreement and the collective bargaining relationship. This Committee shall attempt to anticipate and resolve all potential problems before they become a grievance. Where application is made to the grievance procedure in this agreement, the Labour/Management Committee shall no longer handle the complaint. 6.2 Meeting of Joint Committee The Committee shall meet at least once every two (2) months. The Committee shall comprise no more than eight (8) representatives from each side. Committee members may change, dependent on agenda items. Dates shall be set for three (3) meetings in advance and agenda items and notice of attendees shall be exchanged at least fifteen (15) days in advance of the next scheduled meeting. Meetings shall be scheduled for two (2) hours duration and shall be held during normal working hours and without loss of pay. The parties shall designate a recording secretary for each meeting and will alternate chairperson responsibilities. Minutes of the meetings shall be posted on the bulletin boards after mutual agreement. 7.1 Bulletin Boards ARTICLE 7 - GENERAL PROVISIONS The Company shall provide bulletin board facilities for the exclusive use of the Union in both cafeterias, provided that the use of such bulletin board facilities shall be restricted to the business affairs of the Union and shall not contain any derogatory/negative comments or information with respect to the Company or identify clients by name. 7.2 Correspondence Between Parties Correspondence or any notice required to be given by one party to the other shall be mailed or delivered by hand as follows: (a) In the event of correspondence sent to the Employer: Manager, Human Resources NCO Financial Services Ltd. # nd Street Surrey, BC V3W 1J8 With a copy to the appropriate Branch Manager/Department Head. (b) In the event of correspondence sent to the Union: Staff Representative B.C. Government and Service Employees' Union Fraser Valley Area Office A Street Langley, BC V2Y 0A9 With a copy to the appropriate union steward.

8 BCGEU and NCO Financial Services Ltd. (02/2016) Page Strikes/Lockouts ARTICLE 8 - STRIKES AND LOCKOUTS There will be no strikes or lockouts so long as this agreement continues to operate. The Company will not cause or direct any lockout of employees during the life of this agreement, and neither the Union nor any union representative will authorize, encourage or participate in any strike or any other illegal activity during the life of this agreement. 9.1 Harassment and Unprofessional Conduct ARTICLE 9 - DISCRIMINATION AND HARASSMENT The Company is committed to providing a workplace in which every employee is treated professionally and with respect. The Company prohibits harassment of one employee by another employee, supervisor, or third party for any reason including, but not limited to race, colour, religion, sex, age, disability, national origin, marital status, sexual preference, veteran status, or any other basis protected by federal or provincial laws. Such harassment, which includes inappropriate jokes, slurs, tricks, name-calling, or comments, is strictly forbidden and will not be tolerated in the workplace. With this agreement, the Company prohibits not only unlawful harassment, but also other unprofessional and discourteous actions. Sexual harassment is prohibited and may include but is not limited to unwelcome sexual advances, offensive comments, jokes, innuendoes, and other sexually oriented statements, requests for sexual favours, and other verbal or physical conduct of a sexual nature when: (a) submission to such conduct is made, either explicitly or implicitly, a term or condition of an individual's employment or; (b) submission to or rejection of such conduct by an individual is used as the basis for employment decisions affecting such individual or; (c) such conduct has the purpose or effect of unreasonably interfering with an individual's work performance or creating a work environment that is intimidating, hostile, or offensive. Each employee must exercise good judgment to avoid engaging in conduct that may be perceived by others as harassment. 9.2 Complaint Procedure If an employee experiences any job-related harassment based on sex, race, national origin, disability, or another factor, or if an employee believes he or she has been treated in an unlawful, discriminatory manner, the incident should be promptly reported to the department manager or his designate. The manager or his designate immediately will notify Human Resources or their designate of the complaint. In the alternative, the employee can contact Human Resources or their designate directly. An employee should not allow an inappropriate situation to continue by not reporting it, regardless of who is creating that situation. To the maximum extent possible, all complaints will be kept confidential. In response to every complaint, the Company will conduct a prompt and thorough investigation, and implement corrective and preventative actions where necessary. If the Company determines that an employee has violated this agreement, appropriate disciplinary action will be taken against the offending employee, up to and including termination of employment.

9 BCGEU and NCO Financial Services Ltd. (02/2016) Page 5 The Company prohibits any form of retaliation against any employee for filing a bona fide complaint under this agreement, for assisting in a complaint under this agreement, or for assisting in a complaint investigation. However, if, after investigating any complaint of harassment or unlawful discrimination, the Company determines that the complaint is not bona fide or that an employee has provided false information regarding the complaint, disciplinary action may be taken against the individual who filed the complaint or who gave the false information. Each member of management is responsible for creating an atmosphere free of discrimination and harassment, sexual or otherwise. All employees are responsible for respecting their co-workers' rights. 9.3 Appeal Procedure Where the complainant or the respondent, in conjunction with the Union, is not satisfied with the Company's investigation and/or response, the Union will put the complaint within thirty (30) days, before a mutually agreed upon, independent adjudicator who specializes in cases of personal or sexual harassment. The adjudicator will work with the parties to achieve a mutually acceptable resolution and, if this is not achieved, the adjudicator will have the right to: (a) (b) dismiss the complaint; or determine the appropriate level of discipline to be applied to the harasser; or (c) make further recommendations as are necessary to provide a final and conclusive settlement of the complaint. 9.4 Human Rights Complaint This article does not preclude an employee from filing a complaint under the BC Human Rights Code Probationary Employees ARTICLE 10 - DEFINITION OF EMPLOYEES Newly hired or rehired employees must complete a ninety (90) calendar day probationary period (excluding absences on scheduled workdays). During this period, the employee will be evaluated by the department supervisor. The probationary period may be extended, by mutual agreement between the parties, to a maximum of an additional ninety (90) calendar days. Upon successful completion of this period, individuals will become regular salaried; hourly full-time or hourly part-time employees Categories of Employment It is the intention of the Company to hire, wherever possible, full-time employees. Full-time salaried employees, are defined as employees who are consistently scheduled to work between thirty-five (35) and forty (40) hours a week. Salaried employees are not eligible for overtime pay. Hourly full-time employees are defined as employees who are consistently scheduled to work between thirty-five (35) and forty (40) hours a week. Hourly full-time employees are eligible for overtime pay pursuant to Article 12. Hourly part-time employees are defined as employees who are consistently scheduled to work less than thirty-five (35) hours a week. Hourly part-time employees are eligible for overtime pay pursuant to Article 12. These definitions do not affect an employee's eligibility for benefits as identified in Article 16.

10 BCGEU and NCO Financial Services Ltd. (02/2016) Page Hours of Work ARTICLE 11 - HOURS OF WORK The Company workweek is defined as seven (7) days from Saturday to Friday. In order to meet the needs of the business, employees may be required to work Saturdays and Sundays, however the Company will make every effort to provide two (2) consecutive days off per week. Specific hours will be determined and communicated by the department manager or his designate. The Company shall comply with provincial and federal laws Meal Breaks Employees scheduled to work more than five (5) hours per workday will receive an unpaid meal break of at least one-half (½) hour. A department manager or his designate will make every effort to ensure that they schedule meal breaks so that they are at the midpoint of the employee's shift Rest Periods Employees working a shift whose duration is less than four (4) hours shall not receive a rest period. Employees working a shift whose duration is less than five (5) hours, but four (4) hours or more in duration shall receive one (1) paid fifteen (15) minute break. Employees working a shift whose duration is more than five (5) hours, but less than seven (7) hours shall receive the unpaid meal break and one (1) paid fifteen (15) minute break. Employees working a shift whose duration is greater than seven (7) hours shall receive one (1) unpaid meal break and two (2) paid fifteen (15) minute breaks Flexible Work Schedules for Trainers In order to meet the training requirements of NCO, the Company may utilize flexible work schedules for Trainers. Trainers may be asked to work a flexible schedule which may require working day shifts, afternoon shifts and night shifts. Trainers working these flexible schedules are guaranteed at least twelve (12) hours off between shifts unless by mutual agreement in writing. The Company shall, wherever possible, provide fourteen (14) days advance notice of shift schedules Split Shifts It is not the intention of the Company to implement split shifts. However, in the event a client requires call volumes to be such that a split shift is required to meet the client's needs, a split shift may be implemented. In such cases the Company shall, upon request, provide evidence of the bona fide need for the split shift and the duration thereof and shall request volunteers for such shift arrangements. If there are insufficient volunteers, then employees may be assigned to the shift in reverse order of seniority from within the affected project. ARTICLE 12 - OVERTIME 12.1 Definitions (a) "Overtime" means work authorized by the Employer and performed by an employee in excess of eight (8) hours per day or forty (40) hours per week. (b) (c) (d) "Straight-time rate" means the hourly rate of remuneration. "Time and one-half" means one and one-half times (1½x) the straight-time rate. "Double-time" means twice (2x) the straight-time rate.

11 BCGEU and NCO Financial Services Ltd. (02/2016) Page Overtime Entitlement Overtime entitlement shall be calculated in five (5) minute increments Overtime Compensation Employees requested to work in excess of the normal daily full shift hours or who are requested to work on their scheduled day of rest, shall be paid: (a) time and one-half (1½x) for hours worked in excess of eight (8) hours per shift on a regularly scheduled workday; and (b) double-time (2x) for hours worked in excess of twelve (12) hours; (c) Pursuant to Article 12.1, overtime entitlement shall be time and one-half (1½x) for hours worked on a scheduled day of rest. An employee may choose to receive equivalent compensatory time off in lieu of overtime. Time off shall be scheduled at a mutually agreeable time No Layoff to Compensate for Overtime Employees shall not be laid off during regular hours to equalize any overtime worked Right to Refuse Overtime All employees shall have the right to refuse to work overtime without being subject to disciplinary action for so refusing Overtime Assignment Where the number of volunteers for overtime exceeds the Employer's requirement overtime will be assigned in order of seniority within the affected group Statutory Holidays (a) Paid Holidays ARTICLE 13 - STATUTORY HOLIDAYS Employees who have completed thirty (30) days of service are eligible to receive holiday pay for the following recognized holidays: New Year's Day Good Friday Victoria Day Canada Day British Columbia Day Family Day Labour Day Thanksgiving Day Remembrance Day Christmas Day Boxing Day Any other holiday proclaimed as a statutory holiday by the federal or provincial governments shall also be a paid holiday. (b) In order to qualify for holiday pay, eligible employees must work their scheduled workdays before and after the holiday worked and, pursuant to the Employment Standards Act, earned wages for fifteen (15) of the thirty (30) calendar days preceding the statutory holiday or provide a doctor's certificate for a sick day or other legitimate excuses, upon their return to work.

12 BCGEU and NCO Financial Services Ltd. (02/2016) Page Statutory Holiday Pay and Lieu Day Option The Company shall pay statutory holiday pay in accordance with the Employment Standards Act. Employees shall have the option of taking a lieu day off without pay for each Statutory holiday. The Company may limit the number of employees who elect to take the lieu day option. Such limit shall be twenty percent (20%) of the employees in each project. In the event that more than twenty percent (20%) of the employees in a particular project apply to take the lieu day then the Company shall grant the lieu day requests in order of seniority. The Company may exceed the limit at its discretion. The company shall indicate the days that are available for the six (6) months following the statutory holiday for selection by those employees who are granted the lieu day option. Those employees shall make their selection of the available days, in seniority order within seven (7) calendar days Holiday Coinciding with a Day of Vacation Where an employee is on vacation leave and a day of paid holiday falls within that period, the paid holiday shall not count as a day of vacation. ARTICLE 14 - ANNUAL VACATIONS 14.1 Vacation Entitlement All employees shall be entitled to: (a) at least two (2) weeks annual vacation after twelve (12) consecutive months of employment; and (b) (c) at least three (3) weeks annual vacation after five (5) consecutive years of employment; and at least four (4) weeks annual vacation after ten (10) consecutive years of employment. Employees shall take annual vacation within twelve (12) months after completing the year of employment entitling the employee to the vacation. Annual vacation is exclusive of statutory holidays that an employee is entitled to Vacation Periods At their option, employees shall be permitted to take their annual vacation in periods of one (1) or more weeks Vacation Pay Employees are entitled to the following amount of vacation pay: (a) after five (5) calendar days of employment, at least four percent (4%) of the employee's total wages during the year of employment entitling the employee to the vacation pay. (b) after five (5) consecutive years of employment, at least six percent (6%) of the employee's total wages during the year of employment entitling the employee to the vacation pay. (c) vacation pay must be paid to an employee at least seven (7) days before the beginning of the employee's annual vacation.

13 BCGEU and NCO Financial Services Ltd. (02/2016) Page Maternity and Parental Leaves of Absence ARTICLE 15 - LEAVES OF ABSENCE (a) Employees are eligible to take maternity leave and/or parental leave, in accordance with the laws and regulations in force in the province of British Columbia. Maternity leave is granted to the expectant mother. The current legislation provides for seventeen (17) weeks of maternity leave. Parental leave shall be granted to either the mother or the father of a newborn child, or to the mother or father of an adopted child who has not yet reached the age of compulsory school attendance. The length of parental leave for mothers, who also take maternity leave, is thirty-five (35) weeks beginning immediately after the end of maternity leave unless the Employer and employee agree otherwise. For birth mothers who do not take maternity leave, birth fathers, and for an adopting parent, maximum parental leave is thirty-seven (37) weeks. (b) An employee wishing to take maternity or parental leave is required to give advance written notice of at least two weeks, indicating the date upon which the proposed leave is to begin and the date of the planned return to work. A medical certificate indicating the expected delivery date is required for maternity leave. (c) Employees are expected to return to work on the date stated in the notice provided before the start of the maternity or parental leave. An employee wishing to return to work earlier than planned may do so providing a new notice of at least two weeks is given to their department manager or his designate. (d) An employee shall continue to accrue seniority during their maternity and/or parental leave. Notwithstanding the above, the Company will be bound by any applicable federal and provincial legislation. In the event any of the above conflicts with the legislation, the legislation will be read in its place Personal Leave Of Absence Employees who have completed at least six (6) months of service may be granted an unpaid personal leave of absence upon applications submitted on the Company form. The manager or his designate, having considered the reasons for the request, the operational requirements, available personnel for coverage and other relevant factors will not unreasonably deny the request. Leave may not normally exceed ninety (90) days. At the employees option, vacation pay to which they would normally be entitled, may be applied to offset unpaid leaves of absence. The Company will make every reasonable effort to return the employee to the same or similar job as held prior to the leave of absence. While on personal leave, the employee will be required to pay certain benefit premium amounts as notified by the Company. If the employee fails to remit benefit premiums when due, their insurance may cease. Employees on personal leave will have their performance review cycle extended to reflect that period of lost time from work. Employees who remain on a leave beyond ninety (90) days shall, upon their return and for the purposes of benefit entitlement only, be treated as new hire employees. It is the responsibility of the employee to advise their manager or his designate every thirty (30) days of the status of the leave. An employee who does not keep their manager or his designate informed will be considered to have voluntarily resigned their position.

14 BCGEU and NCO Financial Services Ltd. (02/2016) Page Union Leave Leaves of absence without pay will be granted to employees for the purpose of attending to union business, providing that at least two (2) weeks' notice is given and that the Employer's work requirements permit. The Company will not unreasonably withhold permission for such leave. The Union acknowledges that the Company's work requirement may result in leaves of absence requests being denied Additional Leaves of Absence (a) Eligible employees may be allowed an additional leave of absence to care for an immediate family member in accordance with the laws and regulations in force in the province of British Columbia. Employees with questions regarding this type of leave may direct further inquiries to their Human Resources representative. (b) An employee is entitled to up to five (5) days of unpaid leave during each employment year to meet responsibilities related to: (1) the care, health or education of a child in the employee's care, or (2) the care or health of any other member of the employee's immediate family. In this section, "family member" means (1) a member of an employee's immediate family, and (2) any other individual who is a member of a prescribed class. An employee who requests leave under this section is entitled to up to eight (8) weeks of unpaid leave to provide care or support to a family member if a medical practitioner issues a certificate stating that the family member has a serious medical condition with a significant risk of death within twenty-six (26) weeks, or such other period as may be prescribed, after (1) the date the certificate is issued, or (2) if the leave began before the date the certificate is issued, the date the leave began. The employee must give the Employer a copy of the certificate as soon as practicable. An employee may begin a leave under this section no earlier than the first day of the week in which the period under Subsection 52.1(2) of the Employment Standards Act begins. A leave under this section ends on the last day of the week in which the earlier of the following occurs: (1) the family member dies; (2) the expiration of twenty-six (26) weeks or other prescribed period from the date the leave began. A leave taken under this section must be taken in units of one or more weeks. If an employee takes a leave under this section and the family member to whom Subsection 52.1(2) of the Employment Standards Act applies does not die within the period referred to in that subsection, the employee may take a further leave after obtaining a new certificate in accordance with Subsection (2), and Subsections (3) to (6) apply to the further leave.

15 BCGEU and NCO Financial Services Ltd. (02/2016) Page Bereavement The Company shall provide one (1) paid day and up to four (4) additional unpaid days off of bereavement time to any employee in the event of a death of a spouse, parent, stepparent, brother, sister, child or stepchild. The Company provides one (1) unpaid day of bereavement time to any employee in the event of a death of other family members including parent-in-law, brother-in-law, sister-in-law, son-in-law, daughter-in-law, grandchild or grandparent. Where circumstances require more than the time off identified above due to death in the family, such as unusual travel requirements, funeral arrangements, or legal arrangements, additional unpaid time off may be granted with the permission of the department manager or his designate. ARTICLE 16 - BENEFIT PLANS ARM employees are those employed in the Collections Department performing accounts receivable management functions. CRM employees are those employed in the Customer Relationship Management Department performing various functions including inbound/outbound/ /chat, customer service and technical support Eligibility (a) Upon successful completion of three (3) months of continuous service (the waiting period), regular employees will be eligible for enrolment in the Plans. Coverage for eligible employees will commence on the first (1 st ) day of the month following the month in which the employee completes the waiting period. Employees employed in ARM will be eligible for enrolment in the plans upon completion of thirty (30) days of continuous service (the waiting period). (b) Coverage under the provisions of these plans will apply to regular full-time and regular part-time employees who are scheduled to work thirty (30) hours or more per week Termination of Coverage Coverage under these plans will terminate at the end of the month in which the employee's employment terminates unless otherwise specified in the Plan. If an employee's scheduled weekly hours fall below thirty (30) hours the employee will remain on benefits for a period of four (4) weeks. In the event the employee subsequently meets the eligibility requirements they will be re-enrolled in the Plans as soon as possible, however, within no longer than four (4) weeks Dental Plan CRM Employees (a) Employees shall be provided with a dental plan covering one hundred percent (100%) of the costs of the basic plan (Plan A), fifty percent (50%) of the costs of the extended plan (Major or Plan B) and fifty percent (50%) of the costs of the orthodontic plan (Plan C). Plan C shall only be provided for children (under the age of nineteen [19]). (b) Dental plan coverage shall cover employees, their spouses and children up to the age of twenty-one (21) (or to the age of twenty-five [25] if they are a full-time student). Proof of student status must be submitted for any covered child that is age twenty-one (21) or older.

16 BCGEU and NCO Financial Services Ltd. (02/2016) Page 12 (c) Current coverage is cost shared between the Employer and the employee. Employees who are enrolled in the Dental Plan shall have deducted from their paycheque the amounts set out below as their contribution towards the monthly premium: Single person... $3.00 per paycheque Family... $16.09 per paycheque* (*rate decreases based on years of service) 16.4 Dental Plan ARM Employees (a) Employees shall be provided with a dental plan covering eighty percent (80%) of the costs of the basic plan (Plan A). (b) Dental plan coverage shall cover employees, their spouses and children up to the age of twenty-two (22) (or to the age of twenty-six [26] if they are a full-time student). Proof of student status must be submitted for any covered child that is age twenty-two (22) or older. (c) Current coverage is cost shared between the Employer and the employee. Employees who are enrolled in the Dental Plan shall have deducted from their paycheque the amounts set out below as their contribution towards the monthly premium: Single person... $3.60 per paycheque Family... $8.05 per paycheque 16.5 Extended Health Plan CRM Employees (a) Employees shall be provided with an extended health plan covering one hundred percent (100%) of covered emergency services and vision care expenses and eighty percent (80%) of all other eligible expenses. (b) The allowance for vision care is two hundred dollars ($200) every twenty-four (24) months and will cover the cost of eye exams. (c) Current coverage is cost shared between the Employer and the employee. Employees who are enrolled in the Extended Health Plan shall have deducted from their paycheque the amounts set out below as their contribution towards the monthly premium: Single person... $3.00 per paycheque Family... $16.09 per paycheque* (*rate decreases based on years of service) 16.6 Extended Health Plan ARM Employees (a) Employees shall be provided with an extended health plan covering one hundred percent (100%) of eligible hospital and out of province emergency expenses, fifty percent (50%) coverage for medical supplies and services and eighty percent (80%) of all other eligible expenses. (b) Current coverage is cost shared between the Employer and the employee. Employees who are enrolled in the Extended Health Plan shall have deducted from their paycheque the amounts set out below as their contribution towards the monthly premium: Single person... $4.83 per paycheque Family... $11.28 per paycheque 16.7 Life Insurance and Accidental Death and Dismemberment CRM Employees (a) The Employer shall pay one hundred percent (100%) of the premiums for the life insurance and accidental death and dismemberment plans.

17 BCGEU and NCO Financial Services Ltd. (02/2016) Page 13 (b) The plan shall provide basic life insurance in the amount of twenty-five thousand dollars ($25,000) and accidental death and dismemberment insurance in the amount of twenty-five thousand dollars ($25,000). (c) The plan shall provide dependant life insurance in the amount of ten thousand dollars ($10,000) for spouse and five thousand dollars ($5,000) per child (up to the age of twenty-one [21] or twenty-five [25] if a full-time student). All life insurance coverage is subject to the terms, limitations, reductions and conditions of the actual contracts as written with the life insurance carrier Life Insurance and Accidental Death and Dismemberment ARM Employees (a) The Employer and the employee shall each pay fifty percent (50%) of the premiums for the life insurance and accidental death and dismemberment plans. (b) The plan shall provide basic life insurance in the amount of one times (1x) annual salary and accidental death and dismemberment insurance in the amount of one times (1x) annual salary. (c) The plan shall provide optional life insurance in the amount of one-half times (½x), one times (1x), or one and one-half times (1½x) annual salary. The Employer will deduct the appropriate amount from the employees pay for this option and are subject to carrier requirements. All life insurance coverage is subject to the terms, limitations, reductions and conditions of the actual contracts as written with the life insurance carrier Long-Term Disability CRM Employees (Category B & C employees only) (a) The Employer shall provide a long-term disability insurance plan. (b) The plan shall cover sixty-six point sixty-seven percent (66.67%) of monthly earnings (up to a maximum benefit of $3,000) until the age of sixty-five (65) in the event of a disability. (c) The Employer shall pay one hundred percent (100%) of the premiums for the long-term disability insurance Long-Term Disability ARM Employees (a) The Employer shall provide a long-term disability insurance plan. (b) The plan shall cover sixty-six point sixty-seven percent (66.67%) of the first three thousand seven hundred and fifty dollars ($3,750) of monthly earnings and forty-five percent (45%) of earnings over three thousand, seven hundred and fifty dollars ($3,750). (c) The Employer will deduct the appropriate amount from the employee's paycheque for the premium costs for coverage. The full text of the benefit plans is contained in the Plan document which governs all employee entitlements Wages ARTICLE 17 - COMPENSATION Employees shall be compensated as outlined in Appendix B Wage Schedule.

18 BCGEU and NCO Financial Services Ltd. (02/2016) Page Paid Time Off/Emergency Days Eligible employees will be annually credited on their company anniversary date with the following days off: PTO days are paid days off and ETO days("e-days") are unpaid days off. (a) CRM Employees During the 1 st year of service... 3 PTO days and 5 ETO days During the 2 nd year of service... 3 PTO days and 5 ETO days During the 3 rd year of service... 4 PTO days and 6 ETO days During the 4 th year of service... 4 PTO days and 7 ETO days During the 5 th year of service... 5 PTO days and 8 ETO days During the 6 th year of service... 6 PTO days and 8 ETO days (b) CRM Employees (Category B and C only) During the 1 st year of service... 5 PTO days and 5 ETO days During the 2 nd year of service... 5 PTO days and 5 ETO days During the 3 rd year of service... 6 PTO days and 6 ETO days During the 4 th year of service... 6 PTO days and 7 ETO days During the 5 th year of service... 7 PTO days and 8 ETO days During the 6 th year of service... 8 PTO days and 8 ETO days (c) ARM Employees (Category D) During the 1 st year of service... 6 PTO days During the 2 nd year of service... 6 PTO days During the 3 rd year of service... 7 PTO days During the 4 th year of service... 7 PTO days During the 5 th year of service... 8 PTO days 18.1 Job Descriptions ARTICLE 18 - JOB DESCRIPTIONS Job descriptions for all positions in the bargaining unit will be prepared by the Employer with the intent to set forth the general duties and requirements of the job and to indicate the level of skill required. Copies of job descriptions will be forwarded to the Union New and Changed Positions When a new or substantially altered job category covered by this agreement is introduced, the wage rate and job description shall be given to the Union. Unless notice of objection by the Union is given to the Employer within thirty (30) calendar days after such notice, the wage rate and job description shall be considered to have been agreed. Where the Union objects it shall set forth the reasons in writing. In the event that an agreement cannot be reached, the matter may be referred to arbitration as provided for in this collective agreement.

19 BCGEU and NCO Financial Services Ltd. (02/2016) Page 15 ARTICLE 19 - ADJUSTMENT PLAN (a) If the Company introduces or intends to introduce a measure, policy, practice or change that affects the terms, conditions or security of employment of a significant number of employees to whom the collective agreement applies, (1) the Company must give notice to the Union at least sixty (60) days before the date on which the measure, policy, practice or change is to be effected, and (2) after notice has been given, the Company and Union must meet, in good faith, and endeavour to develop an adjustment plan, which may include provisions respecting any of the following: (i) consideration of alternatives to the proposed measure, policy, practice or change, including amendment of provisions in the collective agreement; (ii) (iii) (iv) (v) (vi) human resource planning and employee counselling and retraining; notice of termination; severance pay; entitlement to pension and other benefits including early retirement benefits; a bipartite process for overseeing the implementation of the adjustment plan. (b) If, after meeting in accordance with Subsection (1), the parties have agreed to an adjustment plan, it is enforceable as if it were part of the collective agreement between the Company and the trade union Posting of Job Vacancies ARTICLE 20 - JOB POSTINGS AND PROMOTIONS Notice of job vacancies will be posted electronically where possible on the Company's system and on company bulletin boards for at least eight (8) working days. The notice will indicate job title, category and hourly wage or salary and hours per week with a brief outline of the duties, responsibilities and requirements of the position Applying for Vacant Positions Employees may apply for vacant positions which may involve a promotion, lateral transfer or a lower classification. Applications for posted positions must be submitted in writing or on a form provided by the Company Job Applications to be in Writing All applications on posted job vacancies must be in writing or on a form provided by the Company Intent of Employer It will be the intent of the Employer to fill job vacancies from within the bargaining unit providing that employees who apply for positions have the required qualifications Selection Basis (a) Selections for job vacancies will be made on the basis of ability, knowledge, experience, past work performance, quality of work and seniority in that order.

20 BCGEU and NCO Financial Services Ltd. (02/2016) Page 16 (b) In the event that two (2) or more employees have similar ability, knowledge, experience and past work performance, and quality of work, seniority will be the deciding factor Temporary Assignment When an employee accepts a temporary assignment in or outside of the bargaining unit for less than six (6) months their regular position will be held for the duration of the temporary assignment and they shall be paid at the rate and receive the benefits of the accepted position. The six (6) month temporary assignment may be extended for up to one (1) year where the parties mutually agree. ARTICLE 21 - OCCUPATIONAL HEALTH AND SAFETY (a) It is agreed that a joint committee shall be established and maintained and shall comprise of at least four (4) members, or more if required by legislation. There shall be two (2) co-chairs, one (1) from the Union and one (1) from the Company and the Committee shall meet regularly at least once a month and shall follow the appropriate regulations as generally set out in Part 3 (Occupational Health and Safety) of the Workers Compensation Act. (b) Each member of the Joint Committee is entitled to an annual educational leave totalling eight (8) hours, or a longer period if prescribed by regulation, for the purposes of attending occupational health and safety training courses conducted by or with the approval of the Board. The Employer shall provide the educational leave without loss of pay or other benefits and must pay for, or reimburse the employee for, the costs of the training course and the reasonable costs of attending the course. (c) The Employer shall provide the Joint Committee with the equipment, premises and clerical personnel necessary for the carrying out of its duties and functions Reduction Of Work Hours ARTICLE 22 - LAYOFF AND RECALL In the event that the Company determines that a temporary situation beyond its control has caused an insufficiency of work for assignment of normal work schedules of an employee or employees in a project area, the Company, after advising the Union of the bona fide business reasons, may request volunteers to work a reduced number of hours. In the event of more volunteers than required, the most senior of those volunteers shall be assigned the reduced hours shift. In the event that there is an insufficient number of volunteers, the Company may, in reverse order of seniority, assign the reduced hours shift Layoff In the event that the Company determines that there is not enough work to justify the continued employment of any employee(s) in the project area, the Company will advise the affected employee(s), and the Union prior to the effective layoff date of the employee or employees. In the event that there are two (2) or more employees who perform substantially the same job functions, the layoff of employees will normally be in the reverse order of the employees' seniority within the project area wherein the layoff is required. In the event the Company does not lay off employees in the reverse order of seniority, the Company shall explain to the Union the business reasons supporting its actions. Employees thus affected and laid off out of seniority order shall in conjunction with the Union have the right to file a grievance.

21 BCGEU and NCO Financial Services Ltd. (02/2016) Page Layoff Notice After three (3) months of consecutive employment an employee may be eligible for compensation, written working notice, or a combination of the two as follows: After three (3) months service one (1) weeks After one (1) years' service two (2) weeks After three (3) years one (1)week for each completed year of employment, to a maximum of eight (8) weeks 22.4 Employee Options (a) Employees who have been served notice of layoff shall have the following options: (1) The employee may displace the most junior employee in a position at the same or lower job level within the project area, providing the employee has the qualifications to perform the job functions satisfactorily without additional training; (2) Provided the employee has passed probation, he/she may be placed on a recall list for a period of twelve (12) months in accordance with the procedure outlined in Clause Recall Procedures (a) Employees on the recall list shall have the right to return to a vacancy in their former position or to a position for which they are qualified, or for work for which they can be trained in seniority order. (b) Notice of recall to an employee on the recall list shall be sent by registered mail to the employee's last known address. It shall be the responsibility of the employee to advise the Employer of their current mailing address. The Employer shall also contact employees by telephone and by where the employee has provided that information. An employee on the recall list may be bypassed when the employee fails to respond to the notice within eight (8) calendar days of receiving it or has indicated by return or telephone response that they are unable to accept the recall. A copy of the recall notice and records of the and/or telephone exchanges shall be forwarded to the Union. An employee who fails to respond on the second (2 nd ) recall shall be removed from the recall list. (c) For those unusual circumstances where the Employer's client requests, or employee attrition is such that the eight (8) days' notice in Clause 22.5(b) restricts the ability of the Employer to immediately fulfil the requirements of the client contract, the Employer will advise the Union of those bona fide business reasons and/or circumstances and the eight (8) day notice provision shall be waived. Those employees who are unable to accept the recall under these circumstances shall not have their refusal of the offer of work or their failure to respond counted against the two (2) recall opportunities referred to in Clause 22.5(b). (d) Employees who accept recall must return to work as soon as is reasonably possible. The Company shall offer recall to employees with as much advance notice as possible Accrual of Seniority ARTICLE 23 - SENIORITY Seniority will be accrued based on date of hire. Where two (2) or more employees have the same hire date, then seniority shall be by application date, and, if necessary, the actual time the application was received by the Company. Seniority will continue to accrue in all circumstances including: