Products/Services. Contact and Servicing Center Outsource Business Processes to Reduce Costs and Increase Business Agility

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1 Products/Services Contact and Servicing Center Outsource Business Processes to Reduce Costs and Increase Business Agility

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3 Products/Services Does the world seem to be spinning faster these days? Change may be the only constant in the new global economy. Success often rides on the speed with which your business can adapt to market dynamics, alternative technologies and new economic realities. Today s financial services must be delivered with ever-greater efficiency to: Reduce costs and improve cash flow Accelerate time to market Improve client satisfaction and retention As the leading global technology and services provider to the financial services industry, Fiserv is ideally positioned to help your organization address these critical challenges. Our strategies, solutions and services allow you to successfully outsource selected business processes to achieve greater efficiencies and economies of scale. We combine deep domain expertise with many years of IT, contact center and servicing experience to deliver high-quality data- and voice-based services not as an external third party, but as a seamless extension of your business. Our services provide you the choice to create solutions to meet your current needs, with the flexibility to scale operations up or down as business dictates. Leveraging Lean Six Sigma principles, as well as our wealth of knowledge about the successful delivery of financial services, our solutions can reduce your costs, drive revenue growth and accelerate your success. Our Strengths Deep Domain Advantage Fiserv has the deep domain expertise, and information technology and back-office experience needed to achieve successful results for our clients. Client Focus Ability to engage, scale and deliver selected services tailored to business needs, systems and applications. Project and Process Proven industry-standard methodologies and certifications (CMMI Level 5, ISO, SAS 70 Type II, PCI-DSS) to implement and govern transition and service delivery. Business Continuity System, site and location redundancy to ensure service delivery regardless of unforeseen calamities. Information Security Risk-based approach for the protection of information and assets. A Full Spectrum of Outsourced Services Our experienced and proven services provide an immediate response to your business challenges, using best practices and the most advanced technologies available. Whether you need to improve cost management, ramp up growth or offer new services more quickly, we have a full 1

4 spectrum of options. You can tailor your choices of services to achieve your desired goals. Fiserv will work with you to fulfill your needs and ensure your satisfaction. Document and image management Consulting services Data analytics and performance reporting New Loan Boarding Our services can help you get out of the back office so that more of your resources are focused on increasing volume and offering more products. We support you with experienced, service-focused staff to accelerate the loan boarding process. Correction of data exceptions Loan package validation and quality review Data verification and loan audits File imaging Operations Support We help lenders face unprecedented market challenges through a range of seamless services designed to reduce turnaround, ensure data accuracy and improve delivery. Portfolio administration and maintenance Cash management Contact Center Providing knowledgeable, compassionate service has never been more important for your business. Our contact center services help you improve the customer experience, enhance satisfaction and reduce costs. Contact center overflow and afterhours calls Customer care Online banking support Sales campaigns Direct mail follow-up calls Customer surveys Lead qualification Helpdesk support (Level I) Lease maturity management Collections and recovery Data analytics and performance reporting Collateral document management Asset remarketing services Document review verification and follow-up Insurance tracking 2

5 Our Contact and Servicing Center spectrum is reinforced by comprehensive transition planning and management. We ensure regular process improvements based on rigorous quality checks. Experienced Banking Professionals Systems Experts Compliance Customized Processes Financial services industry expertise is at the center of what we do Technology Integration Workflow Management Back Office Operations Support One-Time Special Projects 3

6 Whether you need to improve cost management, ramp up growth or offer new services more quickly, we offer a full spectrum of options designed to help you achieve your goals. Service Excellence A systematic planning and execution framework ensures that the value delivered is the value you expect when you outsource business processes through Fiserv. This approach eliminates guesswork and enables us to identify the best strategy for each process that will be transitioned to the new environment. From initial discovery to steady-state operations, we work to achieve your business objectives with a minimum of disruption to your organization and complete transparency to your clients. Our goal is to transform and enhance your business processes not just at the outset but continuously through the use of performance metrics and feedback. Connect With Us For more information on how our Contact and Servicing Center can help your financial institution, please contact us at , ext or visit our website at A Trusted Partner in Financial Services Fiserv develops close partnerships with its clients that nurture a high level of respect and trust. Our commitment to excellence and in-depth industry experience provide a solid foundation for your success. We work in harmony with your company policies and philosophies to provide seamless continuity that is invisible to your customers, regardless of the outsourced services you choose. 4

7 About Fiserv Fiserv is driving innovation in Payments, Processing Services, Risk & Compliance, Customer & Channel Management, and Insights & Optimization, and leading the transformation of financial services technology to help our clients change the way financial services are delivered. Visit for a look at what s next, right now.

8 Fiserv, Inc. 255 Fiserv Drive Brookfield, WI Fiserv, Inc. or its affiliates. All rights reserved. Fiserv is a registered trademark of Fiserv, Inc. Other products referenced in this material may be trademarks or registered trademarks of their respective companies /10