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HomeMy WebLinkAbout232-17 RESOLUTIONF..}'d Y6.7T� hx N. ;rt�l y 4k,A 113 West Mountain Street Fayetteville, AR 72701 (479) 575-8323 Resolution: 232-17 File Number: 2017-0608 RFP #17-06 COLLECTION BUREAU OF AMERICA, LTD: A RESOLUTION TO AWARD RFP #17-06 AND AUTHORIZE A ONE YEAR CONTRACT WITH COLLECTION BUREAU OF AMERICA, LTD FOR ACCOUNT COLLECTION SERVICES WITH AN OPTION TO RENEW FOR UP TO FOUR (4) ADDITIONAL ONE YEAR TERMS BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF FAYETTEVILLE, ARKANSAS: Section 1: That the City Council of the City of Fayetteville, Arkansas hereby awards RFP #17-06 and authorizes a one year contract with Collection Bureau of America, Ltd. for account collection services with an option to renew for up to four (4) additional one year terms. PASSED and APPROVED on 11/7/2017 Page 1 Attest: Sondra E. Smith, City Clerk Treasurer Printed on 11/8/17 City of Fayetteville, Arkansas 113 West Mountain Street 1, Fayetteville, AR 72701 (479) 575-8323 Text File -- File Number: 2017-0608 Agenda Date: 11/7/2017 Version: 1 Status: Passed In Control: City Council Meeting File Type: Resolution Agenda Number: A. 10 RFP #17-06 COLLECTION BUREAU OF AMERICA, LTD: A RESOLUTION TO AWARD RFP #17-06 AND AUTHORIZE A ONE YEAR CONTRACT WITH COLLECTION BUREAU OF AMERICA, LTD FOR ACCOUNT COLLECTION SERVICES WITH AN OPTION TO RENEW FOR UP TO FOUR (4) ADDITIONAL ONE YEAR TERMS BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF FAYETTEVILLE, ARKANSAS: Section 1: That the City Council of the City of Fayetteville, Arkansas hereby awards RFP #17-06 and authorizes a one year contract with Collection Bureau of America, Ltd. for account collection services with an option to renew for up to four (4) additional one year terms. City of Fayetteville, Arkansas Page 1 Printed on 11/812017 City of Fayetteville Staff Review Form 2017-0608 Legistar File ID 11/7/2017 City Council Meeting Date - Agenda Item Only N/A for Non -Agenda Item Cheryl Partain 10/17/2017 Billing & Collections / Finance & Internal Services Department Submitted By Submitted Date Division / Department Action Recommendation: Staff recommends awarding Request for Proposal (RFP) 17-06 and authorizing a contract for a period of one (1) year with an option to renew for up to four (4) additional one year terms to Collection Bureau of America, LTD for collection services for the City of Fayetteville. Budget Impact: 5400.710.1810-5319.00/5500.750.5000- 5319.00 Water/Sewer and Recycling &Trash Collection Account Number Fund N/A N/A Project Number Project Title Budgeted Item? Yes _Current Budget $ 345,525.00 Funds Obligated $ - Current Balance $ 345,525.00 Does item have a cost? Yes Item Cost $ - Budget Adjustment Attached? No Budget Adjustment $ - Remaining Budget $ 345,525.00 V20140710 Previous Ordinance or Resolution # Original Contract Number: Approval Date: Comments: CITY OF FAYETTEVILLE ARKANSAS MEETING OF NOVEMBER 7, 2017 TO: Mayor and City Council THRU: Paul Becker, Chief Financial Officer CITY COUNCIL MEMO FROM: Cheryl Partain, Utilities Financial Services Manager DATE: October 17, 2017 SUBJECT: Resolution awarding RFP 17-06 and approving a service contact with Collection Bureau of America, LTD for collection services for the City of Fayetteville RECOMMENDATION: Staff recommends awarding Request for Proposal (RFP) 17-06 and authorizing a contract for a period of one (1) year with an option to renew for up to four (4) additional on year terms to Collection Bureau of America, LTD for collection services for the City of Fayetteville. BACKGROUND: The City of Fayetteville contracts for collection services for water/sewer and trash and recycling past due utility account bills and also for past due miscellaneous City invoices processed by accounting. The City is currently not contracted with a collection service agency due to the contract with our previous collections agency, MSB, expiring at the end of 2016. During the conversion to the new Utility Management module, past due utility accounts were unable to be dropped to bad debt status and sent to a collection agency starting at the end of October 2016 until the conversion to the new Utility Management module was done. With the conversion completed, utility accounts are able to be dropped to bad debt status and sent to a collection agency. DISCUSSION: The proposals were received for RFP 17-06, Collection Services on March 16, 2017. The RFP selection committee selected three of the eight collection companies that submitted proposals for interviews and demos of their collection software. On April 7, 2017 the interviews and demos of the collection software were done and the Collection Services RFP selection committee selected Collection Bureau of America, LTD for collection services for the City. Collection Bureau of America commission pricing is based on the age of the account collected by the agency. The pricing is as follows: Commission Rate Age of Account (based on the date of placement with agency 30% of Balance of Account8 - 90 days 27.5% of Balance of Account 91 — 180 days 25% of Balance of Account 181 — 365 days Mailing Address: 113 W. Mountain Street Fayetteville, AR 72701 www.fayetteville-ar.gov BUDGET/STAFF IMPACT: Funds are available in the Water/Sewer operations fund and the Recycling and Trash operations fund for the cost of the bad debt expense. Attachments: Contract RFP 17-06 Submittal Contract for Services: CITY O F Contract for Debt Collection Services &7�.ASA11FAY E T T E V L L E Between the Citv of Favetteville. AR ARKANSAS AND Collection Bureau of America. LTD. Renewal Terms: 1 year with 4 options Agreement is made this qday of , 2017 by and Between the City of Fayetteville, Arkansas (City) located at 113 W. Mountain, Fayetteville, Arkansas 72701 and Collection Bureau of America, Ltd. (CBA) located at 25954 Eden Landing Road, Hayward, CA 94545. WITNESSETH: WHEREAS, City has previously determined that it has a need for a PROVIDER FOR COLLECTION SERVICES; and WHEREAS, City, after soliciting competitive proposals for such services pursuant to City of Fayetteville RFP 17-06 (herein after referred to as Request for Proposal or RFP), City has awarded this Contract to CBA; and WHEREAS, CBA has represented that it is able to satisfactorily provide these services according to the terms and conditions of the RFP, which are incorporated herein by reference, and the terms and conditions are contained herein; and NOW THEREFORE, in consideration of the above and mutual covenants contained herein, the parties agree as follows: 1. Term: This Agreement shall be for an initial one year period from the effective date -of this contract. This agreement may be renewed for four (4) additional one (1) yearterms with approval of both parties. 2. Attachments: The Contract documents which comprise the contract between the City and the CBA consist of this Contract and the following documents attached hereto, and made a part hereof: a. Exhibit A: The Cm's Request for Proposals, inclusive of all Addenda, RFP 17-06 b. Exhibit B: CBA's response to RFP 17-06 c. Exhibit C: CBA Certificate of Insurance as required, listing the City as an additional insured If there is a conflict between the terms of this Contract and the above referenced documents, the conflict shall be resolved as follows: the terms of this Contract shall prevail over the other documents, and the terms of the remaining documents shall be given preference in their above listed order. Services to be Provided: CBA hereby agrees to provide the City with COLLECTION SERVICES, as requested and more specifically outlined in the RFP, this Contract, and all subsequent documents that are incorporated into the terms and conditions and set forth the rights, duties and obligations of the parties pursuant to this Contract. During the terms of this Agreement, CBA shall: a. Serve as the first point of contact for delinquent debt collection as the City's provider for Collection services; City of Fayetteville, AR RFP 17-06, Collections Services Contract Last Updated: 07/24/2017 Page 1 of 4 Maintain clear and open communication with the City on all collections services performed and activities provided under the scope of this contract; Provide all deliverables and performance measures outlined in the attached Exhibit B; and d. Provide services in a timely manner. 4. Fees and Expenses: Total fees for collection services shall not exceed thirty percent (30%) of collected debts and as outlined in the CBNs RFP response. CBA shall track, log and report dates and collections related to this agreement along with invoice fo( payment for each month. Invoices shall be sent along with all collection monies received and the City will then pay the fee from total received. Notices: Any notice required to be given under this Agreement to either party to the other shall be sufficient if addressed and mailed, certified mail, postage paid, delivery confirmed or receipt requested, e-mail or fax (receipt confirmed), or overnight courier. 6. Default/Termination/Cancellation: a. This contract may be cancelled by either party with thirty (30) days written notice. In the event of cancellation, all records pertaining to the City of Fayetteville accounts, debts, and records shall become the property of the City of Fayetteville and turned over accordingly within thirty (30) calendar days after cancellation of contract. b. Failure of CBA to comply with any of the provisions of this Contract shall be considered a material breach of Contract and shall be cause for immediate termination of the Contract at the sole discretion of the City. In addition to all other legal remedies available to it, the City reserves the right to cancel or obtain from another source any services which have not been provided within the period of time stated in the proposal, or if no such time is stated, within a reasonable period of time from the date of order or request, as determined by the City. 7. Applicable Law: This Agreement shall be governed by and construed in accord with the laws of the State of Arkansas. Venue for all legal disputes shall be Washington County, Arkansas. 8. Entire Agreement: This Agreement sets forth the entire agreement and understanding between the parties on the subject matter of this Agreement. Neither party shall be bound by any conditions, definitions, representations or warranties with respectto the subject matter of this Agreement other than those as expressly provided herein. 9. Changes in Scope or Price: Changes, modifications, or amendments in scope, price, or fees to this Contract shall not be allowed without a prior formal amendment to the Contract approved by the Mayor and the City Council in advance of the change in scope, cost or fees. 10. Performance Measures: CBA shall provide the deliverables as outlined in the attached Exhibit B, 11, Contract Administration: The Mayor or his/her Designated Representative shall be the Contract Administrator for this contract. CBA Principal or his/her Designated Representative shall be the primary contact for all matters pertaining to this contract. While it is understood that many facts pertaining to City of Fayetteville, AR RFP 17-06, Collections Services Contract Last Updated: 07/24/2017 Page 2 of 4 projects must be held in the strictest confidence, CBA's Principal or designee shall insure the Contract Administrator is kept abreast of details and progress made pertaining to debt collection to the greatest extent possible. 12. Freedom of Information Act: City contracts and documents prepared while performing city contractual work are subject to the Arkansas Freedom of Information Act. If a Freedom of Information Act request is presented to the City of Fayetteville, CBAwill do everything possible to provide the documents in a prompt and timely manner as prescribed in the Arkansas Freedom of Information Act (A.C.A. §25-19-101 et. seq.), exempting those records that, "if disclosed would give advantage to competitors or bidders," as described in Section (b)(9)(A). Only legally authorized photocopying costs pursuant to the FOIA may be assessed for this compliance. 13. Professional Res onsibili : CBA shall exercise reasonable skill, care, and diligence in the performance of services and will carry out its responsibilities in accordance with customarily accepted professional practices. 14. Assignment and Subcontracting;_ CBA shall perform this Contract. No assignment or subcontracting shall be allowed without the prior written consent of the City. In the event of a corporate acquisition and/or merger, CBA shall provide written notice to the City within thirty (30) business days of such notice of action or upon the occurrence of said action, whichever occurs first. Action by the City awarding a proposal to a Proposer, which has disclosed its intent to assign or subcontract in its response to the RFP, without exception shall constitute approval for purposes of this Agreement. 15. Permits & Licenses: -CBA shall secure and maintain any and all permits and licenses required to complete this Contract. 16, Indemnification: CBA shall indemnify, pay the cost of defense, including but not limited to attorneys' fees, and hold harmless -the City from all suits, actions or claims of any character brought on account of any injuries or damages received or sustained by any person, persons, or property a result of or by, or in consequence of any neglecfin safeguarding the wcift,—UT-on account of art act -"ter oralsgro", -eghx or– misconduct of CBA; or by, or on account of, any claim or amounts recovered under the Workers' Compensation Law or of any other laws, by-laws, ordinances, order of decree, except only such injury or damage as shall have been occasioned by the sole negligence of the City of Fayetteville. The first ten dollars ($10.00) of compensation received by CBA represents specific consideration for this indemnification obligation. 17. Special Conditions: a. The City reserves the right to review, audit, and examine any and all records obtained by CBA pertaining to accounts, debts, and records turned over by the City. b. CBA shall show proof of bonding certificate and licensing from the State Board of Collection Agencies within thirty calendar days of the Effective Date. Bonding certificate and any required license shall be kept current throughout the term of this Contract. Proof of bonding certificate and licensing shall be submitted before each renewal. City of Fayetteville, AR RFP 17-06, Collections Services Contract Last Updated: 07/24/2017 Page 3 of 4 c. Accounts will be turned over to CBA at the sole discretion of the City. Cases on appeal will not be turned over for collection. Only debts with past due amounts of 90 days or older are intended to be considered for reference to CBA. i. The City shall submit water, sewer, and sanitation accounts (Utility Billing) to the agency on a regular monthly basis. ii. District Court fines shall be submitted to the agency on an as needed basis only and are not a primary scope of this contract. iii. Miscellaneous municipal billings may be submitted to the CBA on an as needed basis. In instances where a credit adjustment is made to debts that have already been submitted, the City shall simply notify CBA of the adjustment and the amount due on the debt shall be changed with no payment due for the credited adjustment amount. d. CBA will rely completely on the City to provide correct information about each existing case(s) and, specifically, about any dollar amount in question. The City will immediately update and correct any information it has provided to CBA. In particular, the City will immediately notify CBA of any payment or other satisfaction of indebtedness made directly to the City or any other action affecting the amount or timing of monies owed by any person to the City, including the receipt or notification of any person's retention of counsel or the filing or suggestion of bankruptcy by any person. e. All services provided pursuant to this Contract shall conform to all local, state and federal law and regulations, including, but not limited to, the Federal Fair Debt Collection Practices Act, Arkansas Code Annotated § 14-234-601 et'seq. and Arkansas Code Annotated § 14-229-103. f. All utility accounts collected by the Billing and Collections Division as a result of Acts 769, 360, and 195 shall become the property of the City with no fees assessed. IN WITNESS WfWREOF, the parties have executed this Agreement. By: % By i_IO D J RDAN, X ay r Shawn DeLuna, Principal ATTEST: By: 4,i� , ltdl- Sondra E. Smith, City Clerk/Treasurer Date Signed: _ I l A- a ��Ajll a 11 tlr11/ rc'. i AYE.T1 EWfLI_i� � . yk; KA N`-z�. •;` Rte.. City of Fayetteville, AR RFP 17-06, Collections Services Contract Last Updated: 07/24/2017 Page 4 of 4 WITNESS:,��C`+ Date Signed: -7A;1201 CITY OF ay 'evillz ARKANSAS City of Fayetteville, Arkansas Purchasing Division — Room 306 113 W. Mountain Fayetteville, AR 72701 Phone: 479,575,8220 TDD (Telecommunication Devici? for the Deafl: 479321,1316 REQUEST FOR PROPOSAL: RFP 17-06, Collection Services DEADLINE: Thursday March 16, 2017 before 2:00:00 PM, local time RFP DELIVERY LOCATION: Room 306-113 W. Mountain, Fayetteville, AR 72701 PURCHASING AGENT- Les McGaugh, Imcgaugh(Pfavetteville-ar.gov DATE OF ISSUE AND ADVERTISEMENT: Friday February 17, 2017 REQUEST FOR PROPOSAL RFP 17-06, Collection Servic No late proposals shalt be accepted. RFPs shalt be submitted in sealed envelopes labeled with the project number apd name as well as the name and address of the firm. All proposal-, shaft be submitted in accordance with the attached City of Fayetteville specifications and bid documents -attached hereto. Each Proposer is required to fill in every blank and shall supply all information requested; failure to do so may be used as ba'sis of rejection. Any bid, proposal, or statements of qualification will be rejected that'violates or conflicts with state, local, or federal taws, ordinances, or policies. The Lindersigned hereby offers to furnish & dlela))er d -e articles or services as spi--cJied, at the prices & terms stated herein, and in strict accordance mth the specifications an.d general conditions of submitting, all of which are made a part I of this offer. This offer is not sljb'fnci to mthdrawal LMiQSS Upon mutual written agreement by the Proposer/Bidder and City Purcha.-sing Agent Name of Firm: Collection Fim-eau ol'America. Ltd. Contact Person: Shamri Del-una E -Mail: Business Address: -5�)54 Edoi Landin- Road f layward City- State: Signature: Cky of Taype-teville, AR RFF 17-06, Cur ectiun Sewices Page L of 22 Title: President' CEO Phone: CA Zi P: 94545 Date: March i4,' -0I7 @2017 Collection Bureau of America, Ltd. 1 RFP 17-06, Collection Services Letter of Transmittal City of Fayetteville Purchasing Division, Room 306 113 W Mountain Fayetteville, AR 72701 RE: RFP 17-06 / Collection Services Collection Bureau of America has read and will comply with all terms and conditions described in RFP 17-06 released by the City of Fayetteville. CBA acknowledges the receipt of Addendum No. 1 issued on March 8, 2017. This proposal is valid for a period of 160 days after the due date of March 16, 2017. Collection Bureau of America is a privately -held company certified as a minority-owned enterprise (MBE) through the California Public Utilities Commission (CPUC). CBA is licensed / authorized to collect in all 50 states. Please see Appendix A for a copy of the Arkansas license. CBA has been in business providing first and third -party debt collection services since 1959. CBA works with and collects for over 1,000 clients nationwide, including a wide -variety of services for over 50 municipalities. CBA is an industry leader because of the following distinct, competitive advantages: Our commitment to excellence in customer care; Our nationwide coverage complimented by a vested commitment to our local economy and workforce which is displayed in our twenty-four thousand square foot custom-designed collection -specific headquarters facility; Our hands-on ownership and management that has over 100 years of combined experience recovering a wide range of debts types — Utility, Municipal, Medical, Commercial, Cable and Bottled Water; - Our flexible recovery strategy that will be customized to Fayetteville's unique business and customer care needs; - Our partnership approach that extends our clients' recovery methods and procedures to be paralleled by CBA, so that their customers experience the same high-level of customer care at every stage of the recovery process; Our dedication to compliance, which is the cornerstone to upholding CBA's strong community reputation. CBA employs a full-time compliance officer, who oversees all facets of the compliance spectrum to insure that our clients and their customers are receiving the highest level of adherence to laws, rules, regulations, training and service standards; In the event that questions arise regarding this proposal, or additional information is required, please contact Shawn DeLuna at 510-781-5128 or shawn@collectionbureauofamerica.com Thank you, Shawn DeLuna President / CEO ©2017 Collection Bureau of America, Ltd 2 RFP 17-06, Collection Services Table of Contents Letterof Transmittal................................................................................................................... 2 Tableof Contents....................................................................................................................... 3 ExecutiveSummary ................................................................................................................... 4 AgencyHistory ........................................................................................................................... 6 CollectionMethodology.............................................................................................................. 7 WorkPlan...............................................................................,................................................10 Technological Capabilities........................................................................................................13 In -House IT department ........................... .............................................................................13 File Transfer Capabilities .............................................. .................................... ..................... 13 Submitting and updating accounts........................................................................................13 Quality, Financial and Data Compliance Control.......................................................................14 QualityControl......................................................................................................................14 FinancialControls.......................................................................................................•.........14 DataCompliance...................................................................................................................14 State and Federal Law Requirements and Compliance.............................................................15 ReportingCapabilities...............................................................................................................16 Online Reporting Capabilities................................................................................................16 StandardReporting........................................................... ............ _......... -.................. ......... 16 References......................................................................................................,................ ........21 Reference 1 — East Bay Municipal Utility District...................................................................21 Reference 2 — Pacific Gas & Electric.....................................................................................21 Reference 3 — City of San Jose, California............................................................................21 Reference 4 — San Jose Water Company.............................................................................21 Reference 5 — Charter Communications...............................................................................21 Pricing......................................................................................................................................23 Resumes...................................................................................................................................24 SignatureSubmittal...................................................................................................................26 Appendices............................................................................................................................... 28 Appendix C — Arkansas License............................................................................................28 Appendix B — MBE Certification............................................................................................29 Appendix C — Small Business Certifications................................................................:.........30 Appendix D — Sample Collection Notices..............................................................................31 ©2017 Collection Bureau of America, Ltd 3 RFP 17-06, Collection Services Executive Summary CBA has been in business providing first and third -party debt collection services since 1959. CBA works with and collects for over 1,000 clients nationwide, including a wide -variety of services for over 50 municipalities. CBA is an industry leader because of the following distinct, competitive advantages: Our commitment to excellence in customer care; - Our nationwide coverage complimented by a vested commitment to our local economy and workforce which is displayed in our twenty-four thousand square foot custom-designed collection -specific headquarters facility; We are licensed or hold certificates of authority in all 50 states depending on the state's individual requirements. Our hands-on ownership and management that has over 100 years of combined experience recovering a wide range of debts types — Utility, Municipal, Medical, Commercial, Cable and Bottled Water; Our flexible recovery strategy that will be customized to Fayetteville's unique business and customer care needs; Our partnership approach that extends our clients' recovery methods and procedures to be paralleled by CBA, so that their customers experience the same high-level of customer care at every stage of the recovery process; Our dedication to compliance, which is the cornerstone to upholding CBA's strong community reputation. CBA employs a full-time compliance officer, who oversees all facets of the compliance spectrum to insure that our clients and their customers are receiving the highest level of adherence to laws, rules, regulations, training and service standards; Collection Bureau of America is a privately -held company certified as a minority-owned enterprise (MBE) through the California Public Utilities Commission (CPUC). A copy of the certificate is included as Appendix B. CBA has also been certified as a Small Business by both the State of California and Alameda County (see Appendix C). Collection Bureau of America is a full service debt recovery firm performing a wide variety of services: Account billing and invoicing services - CBA receives itemization of all charges and then generates bill copies or invoices out to customers. This service is performed as a price per account format. First -party recovery programs - CBA collects in the name of our client, utilizing their letterhead, envelopes and phone numbers. This service is performed as a price per account format. - Accelerated recovery programs — CBA provides third party collection services for only a short duration, then the client moves the account on to a different strategy. This service can be performed as either a price per account or in a commission -based format. ©2017 Collection Bureau of America, Ltd 4 RFP 17-06, Collection Services - Third -party debt collection services — CBA collects all debts as a third party, working with our clients' customers to resolve the outstanding debt through payment in full, payment plans, charity care, mediation and resolution of disputed items. Included in these services are comprehensive skip -tracing, information analysis and cleansing, and bankruptcy and deceased processing. Third party services can be performed as primary placement, secondary placement, tertiary placement and/or warehousing placement of accounts. This service can be performed as either a price per account or as a commission -based format. CBA currently employees approximately 60 full-time collectors with an average tenure of 7 years with CBA but an average of 15 years experience in the collection industry. Our employee tenure is among the highest in the industry. Each of our clients' portfolios is currently, and would continue to be, staffed and managed at our headquarters and only facility in Hayward, California. CBA is continually monitoring client portfolios and adjusting staffing resources as necessary to provide adequate staffing for each client. Our facility that has been pre -built out for quick expansion, with cubicles, a phone system and computers ready to go, so that if a client need arises, CBA has the capacity for expansion of an additional 75 employees 02017 Collection Bureau of America, Ltd. 5 RFP 17-06, Collection Services Agency History Collection Bureau of America (CBA) is a privately -held, diverse, minority-owned accounts receivable management firm founded in 1959 that has 58 years of experience in the collections industry. For all 58 years, CBA has specialized in collecting utility debts, both locally in California and nationally. For all 58 years, CBA has collected on both residential and commercial debts for 58 years nationwide for multiple industries and balance sizes. ©2017 Collection Bureau of America, Ltd. 6 RFP 17-06, Collection Services Collection Methodology CBA's methodology and work approach to debt recovery is to treat all debtors with dignity and respect and to operate within the code of ethics provided by the American Collectors Association (ACA). Our approach with collection technologies is to utilize our systems as a tool to improve our performance and add value to the collection cycle. We take the time and effort to learn the nuances of the client portfolio to maximize recoveries and avoid using a "cookie -cutter" approach to collections. We work with each client to develop processes which work best for that client and do not force rigid guidelines on the clients. This is the key reason why CBA's approach works and the following will demonstrate how we tailor our recovery programs to the client's portfolio to maximize recoveries while delivering world-class customer service. CBA does not have a specific target for the number of written notices or telephone attempts; each account is unique and receives a unique collection approach. Unless client requirements dictate another time frame, first notices are sent 24 — 72 hours after accounts are loaded. Generally we will make phone calls every 3 -days for the first 3-6 months, then one phone attempt every 7 -days thereafter for 6-12 months. Then after that period, the account is cycled into our different aged recovery strategies that makes additional phone calls and has special letters sent to specifically address the situation. CBA's collection recovery strategies are designed as client -specific, unique recovery programs that maximize the synergies between our comprehensive skip -tracing methods, leading-edge collection technologies, advanced predictive/interactive dialing capabilities; and intensive inbound and outbound contact and notice strategies that are tailored for each of our clients. CBA's extensive experience and deep understanding of a clients' collection portfolio is a unique, competitive advantage that has been achieved by retaining experienced management staff, developing specialized training and fostering precise employee skill -sets that produces successful results. Results are not just measured by dollars collected, but also by other factors such as positive customer interactions, being able to show respect at all times, and having the compassion to be able to recognize a challenging financial situation that can be resolved to have a mutually beneficial outcome for the customer, our client and CBA. CBA's in-depth knowledge of the _complexities of financial collections derived from our over fifty years of experience which results in the highest.levels of customer satisfaction combined with maximized recovery rates. CBA's unique market position and agency size, mid -market, allows for us to work a strong range of client portfolio, specifically in the Cable, Utility, Water, and Healthcare industries. Our long history has given us a wide range of experience with portfolio placements, so CBA has worked on the recovery spectrum from Live to Early Out to Primes/Secondary/Tertiary all the way to Warehousing of account portfolios. --- Geographic reach — CBA is licensed or holds certificates of authority to collect in all fifty states. CBA's nationwide scope is a competitive advantage because it allows us to collect for several national clients as well as Fortune 10 clients with customers across the United States. No matter where the customer moves, CBA has the authority to contact them in their state of residency to take collection action upon the account. Having a substantial national market penetration in receiving thousands of accounts across the U.S. each month, CBA can allocate resources for skip -tracing and collection efforts that apply to all markets because we have active, current and ongoing collection efforts in every state. ©2017 Collection Bureau of America, Ltd. 7 RFP 17-06, Collection Services -- Servicing platform — CBA was one of the first collection agencies to automate our recovery process onto the CUBS collection platform. CUBS is the leader in debt collection recovery software. Integrated with our CUBS collection system is our IAT automated call platform, which is used for all of our core call activities. The standard CUBS system provides for all the fundamental collection functions and compliance requirements, but CBA has extended the capabilities of this comprehensive collection system with thirty years of continual customized development through our own internal resources. CBA has developed specific modules to manage health information, so that we not only can control the security of this information, but also provide our clients detailed reporting down to the individual charge, physician, or visit level. CBA's collection system has specific custom programming and custom screens and fields that were developed to meet the unique needs of our current client portfolios. Another unique feature of our system capabilities is our integration with the client system that allows for data files to be easily exchanged for handling new assignments, account payments and account updates. CBA developed custom processes and workflows to fully utilize the data being received from our clients system. Our deep knowledge, being able to utilize every data point and key element and our experience allow CBA to deliver the best collection solution for the City, because CBA can maximize recovery efforts while providing the highest -level of customer service. Core call activities are performed by our Information Access Technology (IAT) automated dialing platform called CT Center. This is a leading-edge dialing system specifically designed for CUBS and collection portfolios. IAT is fully integrated with our CUBS collection software to be able to produce a fully blended call center environment, where all calls are routed through our dialing system, whether outbound or inbound or transfers. -Our representatives are presented with the account information on screen simultaneous with the call being routed to their extension, so as soon as'the customer pickups up the phone call, they are greeted with our representative addressing them by name, confirming their information and then beginning the collection conversation. -- CBA made an important business decision over five years ago to utilize our dialing technology in a way that calls are made only when there is a -representative available to assist a customer with their account and to not make phone calls in a "robo" call method. This approach is unique for the collection industry because it is extremely labor intensive, but provides a more positive interaction for customers that are already in a difficult collection situation. CBA was an early adopter of a comprehensive content management system that centralizes all customer information and puts it at our collector's fingertips, so all account related content can be accessed through our CUBS collector system for our agents to see invoice copies, customer correspondence and CBA's outbound correspondence. All collection data is backed up using our Universe data backup system and our network is backed up utilizing Unitrends backup systems. CBA utilizes CXM call and desktop screen recording system to complete our comprehensive archival system. All backup data is stored off-site through a professionally -bonded backup storage service company. All documents and account records are available for audit by our clients at any time during normal business hours. Account records may be accessed 24/7 through our secure, client, web -access portal (MyCBA). ©2017 Collection Bureau of America, Ltd. 8 RFP 17-06, Collection Services - CBA has recently implemented a cloud -based learning/knowledge reinforcement application called KnowledgeLink. This application allows CBA to: • Implement a continuous knowledge reinforcement training cycle using contents called "Topics" • Enhance training programs by easily creating content specific training modules for Topics. • Present company and client policies of any type at desired frequencies for review and acceptance, and to promote accountability. • Create and administer tests to validate knowledge and certify staff. • Conduct surveys to gain valuable employee feedback. ©2017 Collection Bureau of America, Ltd. 9 RFP 17-06, Collection Services Work Plan Since 1959, CBA has been providing expert recovery services for both consumer and commercial debts. The ability to balance the recovery of both debt types is rooted in our experienced staff and management team. Our current agency blend of commercial and consumer accounts is about 25% commercial and 75% consumer, so with this balance, it allows CBA to allocate the appropriate resources to each segment of business, since both make up a significant proportion of our total debt collection activities. Consumer approach — A consumer approach needs a higher rate of contact attempts to get contact to motivate the consumer to resolve their debt with 1 or 2 payments. Generally consumers disregard letters and notices, so the contactability is very important with consumer accounts, which is why CBA applies a comprehensive automated skip -tracing process in order to identify as many contact phone numbers and their origins as quickly as possible. The more numbers available, the higher the contact rate will be which leads to a higher recovery rate. Commercial approach — Taking the appropriate immediate actions to gain resolution on a commercial account is key to getting it resolved. Businesses can go out of business and disappear very quickly, making it essential to work commercial accounts with a high level of immediate, intensive work, applying many more resources to an account at an earlier stage than a consumer account, because if we do not get to them right away, they may dissolve or file for bankruptcy before CBA can get the City delinquent account collected. Deep and intensive skip -tracing is one of the resources we apply quickly to a delinquent commercial account, so that we can understand everything possibly about the business — it's ownership structure, it's management team, it's physical locations and it's financial health, so that when we do have interactions, we are well suited to address all objections that may come up in a conversation and a have a well-developed response to these objections. CBA's collection recovery strategies are designed as client -specific, unique recovery programs that maximize the synergies between our comprehensive skip -tracing methods, leading-edge collection technologies, advanced predictive/interactive dialing capabilities, and intensive inbound and outbound contact and notice strategies that are tailored for each of our clients. - CBA will attempt to collect on all accounts through written communications, phone calls, skip tracing. All accounts are worked on the customer level rather than an invoice level. This gives the customer a more comprehensive view of their account and provides clarity that expedites the resolution of the outstanding balance. Debtors may pay by mail, cash, check by phone, debit cards, credit cards, Western Union, express mail, bank wire and walk-in payments. - CBA can accept both credit cards and check -by -phone payments via our self-service pay -by -web or pay -by -phone (IVR) system. CBA's IVR system can be accessed toll-free by calling (888) 454-0313. CBA's extensive experience and deep understanding of a clients' collection portfolio is a unique, competitive advantage that has been achieved by retaining experienced management staff, developing specialized training and fostering precise employee skill sets that produces successful results. Results are not just measured by dollars collected, but also by other factors such as positive customer interactions, being able to show respect at all times, and having the 02017 Collection Bureau of America, Ltd. 10 RFP 17-06, Collection Services compassion to be able to recognize a challenging financial situation that can be resolved to have a mutually beneficial outcome for the customer, our client and CBA. CBA's in-depth knowledge of the complexities of financial collections derived from our over fifty years of experience which results in the highest levels of customer satisfaction combined with maximized recovery rates: The high level of customer service is achieved by CBA because of our systems experience that provides CBA the insight to be able to resolve most customer billing issues with a single call resolution. CBA's intricate understanding of account charges allows us to enhance our interaction with the customer and provide a seamless experience, because we can anticipate the customer's needs and then provide them with a clear explanation of charges, credits, or adjustments that get accounts resolved faster which expedites the collection of monies. - Through our many years of partnership with our clients, there has been the development of a cohesive relationships that benefits the customers because their exposure to world- class practices and service is never compromised at any stage of the recovery cycle, whether it be in-house at client, worked as first party by CBA or in third party collection with CBA. Our flexibility in being able to tailor our recovery strategy quickly allows CBA to anticipate our client's and industry's dynamic environment, changing requirements, and business demands. This flexibility is most apparent in the initiatives that CBA incorporates into our future plans. For 2016/2017, a major initiative is the deployment of a new communication platform. Most of our competitors just change their "switch" or telephone system, but CBA has been preparing for the comprehensive platform change since 2015 when we updated our electronic messaging systems to be forward compatible with our planned communication platform change. This update is being done so that we have a foundation in place to be able to optimize the communication process to address each interaction with the most preferable method for each customer. By staying ahead, CBA insures that it can address its clients' needs, such as web chat sessions, unified communications, social media integration and virtually any future requirements. Our hands-on ownership team invests back into our business and can make decisions that can positively affect our clients' portfolio, recovery rates and customer care service levels in a matter of minutes — not days, weeks or months, like our competitors. An example of our direct and decisive decision making is exemplified in the continuous development of our world-class facility. Owning our own facility allows CBA the flexibility to make immediate changes that address the dynamic needs of an ever changing collection industry, so if there is a change to a law or our cleint wants our strategy to change, we can move around resouces quickly to address these changes and not have to wait for decisions to be made at board meetings, our owners are on site every day, they can approve a change in the morning and it can be completed by the afternoon. CBA's Collection Process Flow / Work Plan is shown below: ©2017 Collection Bureau of America, Ltd 11 RFP 17-06, Collection Services 4 I> rA Attivation 'hays i & 2 Intensive Record y Days 3 - 90 M Involunt3ry Recovery pays 92 - Client ReC011 } 0 � r kn 10 v 3 C < v • • i i ©2017 Collection Bureau of America, Ltd. 12 RFP 17-06, Collection Services qr� 4 Y r �a ked V4 r fYi ©2017 Collection Bureau of America, Ltd. 12 RFP 17-06, Collection Services Technological Capabilities In -House IT department CBA employs its own IT department, so it is not outsourced to any other entity. CBA has an IT director, a system administrator and a system analyst. This department manages all of our systems and security. They are a key component to all of our client relationships. CBA views technology as a tool and not a toy, so we are very efficient in our use and implementation of technology. If there is a tool that will make us more successful, our management team will always support tools that will make CBA more efficient, more competitive or more compliant. File Transfer Capabilities CBA has over 20 years of experience interfacing with client systems and we can comply with the requirements set forth by the City for file transfer capabilities through secure file transfer standards. Files can be done as push or pull and they can be done on CBA hosted equipment or done on the City hosted equipment. CBA provide the maximum flexibility to our clients in that we do not make our clients comply to our rules, process, procedures or systems, but rather CBA conforms to our clients best practices. Submitting and updating accounts Electronic File Processing — Currently CBA would follow all guidelines for file exchanges set forth by the City. CBA has the capability to exchange files, information and connectivity through all secure, encrypted methods of interface. In addition, CBA can perform electronic transmission of all banking and payment files. - CBA would work with the City to develop the best practice for the City to submit and update accounts. If it is most efficient for the City to process all submissions and updates manually, then CBA can comply with this requirement. If the City wants to submit and exchange files electronically, CBA has the capability and security to -handle any and all of these methods. Accounts and Update files can all be submitted through our client web portal — MyCBA. Also, files — payments, demographic updates, bankruptcies and deceased - from CBA to the City can be sent through this transport method as well. ©2017 Collection Bureau of America, Ltd 13 RFP 17-06, Collection Services Quality, Financial and Data Compliance Control Quality Control CBA's commitment to delivering outstanding customer service is rooted in our extensive quality control and assurance programs. The main tenant of our quality control program is CBA's philosophy is that employee monitoring is to assist management in continually improving upon the high standards that we strive to accomplish through all levels of our organization. Our structured approach to employee monitoring and quality assurance includes: CBA's call center facility allows all of our employees to be in one location, giving us an advantage in quality assurance, because everyone from the ownership team to a new trainee are all part of the same single -site environment. Monitoring, evaluation and corrections are easy to implement, because updates, notifications and training can be all done rapidly. This allows CBA to improve customer care opportunities virtually on the fly as changes are being made by our clients or if CBA identifies a deficiency with our care levels, these drops in care are limited to short periods or very few customer interactions, thus delivering consistent and higher levels of customer care than our competitors can at all times. CBA records every collection phone call. These calls are monitored and reviewed by management on a daily basis to ensure a high level of customer service and compliance as well as being an aid in continual training. CBA's unique strategy of recording every collection phone call provides protection and due diligence coverage for CBA and our clients, including the City. Financial Controls CBA adheres to strict payment processing guidelines, so all credit card payments are processed through PCI -compliant payment platform. CBA follows ail PCI compliant processes and procedures for handling customer card information. All mail -in, express deliver or check -by - phone payments are handled through our internal trust posting department. This department is a separate and secure area that focuses only on processing account payments. Payments are identified to a specific account, invoice or claim, validated for proper application, posted to the specified account. Daily, weekly, Bi -weekly and monthly CBA performs its account reconciliation and statement process to remit a files to our clients for payment application into their system and at the same time send funds to our clients via bank wire/ACH, which is confirmed and reconciled by clients banking services department. The remittance process could be enhanced to be customized for the City to include any unique processing or applications the City may require. Data Compliance All data compliance is ensured, managed, and monitored by our FDCPA-certified compliance officer who works closely with our management team to ensure the maximum level of compliance by each employee at every customer interaction or information exchange. Compliance is achieved through clear, concise training, policies and procedures. As with all compliance, we are never "done", it is an ongoing, daily focus and a goal that takes teamwork and diligence to keep it at the forefront of all employee actions, business processes and customer touch points to achieve consistent success. ©2017 Collection Bureau of America, Ltd 14 RFP 17-06, Collection Services State and Federal Law Requirements and Compliance CBA strictly follows all Federal and State laws - FDCPA, FCRA, TCPA, the California Robbins - Rosenthal act and all other applicable Federal and State of California laws regarding debt collection and debtor's rights. CBA accomplishes the highest level of compliance by using the following methods and procedures: CBA is licensed, registered or has a certificate of authority to collect in all fifty states or in any state that requires any of the above; -. CBA has all collection notices reviewed by a CAC / ACA approved attorney on a annual basis; (Sample collection notices can be found as Appendix D) CBA regularly consults with an attorney regarding our collection strategy and tactics; $r CBA retains a collection attorney to address all collection activities and monitor all legal proceedings; + CBA is committed to and follows the voluntary code of ethics set forth by the American Collectors Association; CBA currently images all debtor correspondence and links such documents to the account record through our Compass Document Imaging system. - CBA records all telephone calls to insure the highest level of quality control. The first level of protection CBA has regarding any compliance, whether it be with the DO NOT CALL list or the CFPB, is that the City's entire portfolio would be staffed and managed at our headquarters and custom-designed call center facility in Hayward, California. CBA does not and will not offshore any of its staffing or call center work. CBA is committed to the local Bay Area workforce and continues to grow this workforce in our own facility that has been pre -built out for quick expansion, with cubicles, a phone system and computer capacity that is live, hot and ready to use, so that if a client need arises, CBA has the capacity for expansion of an additional 75-100 employees in a matter of days. The second level of compliance happens through our New Employee and ongoing training — CBA has a rigorous training program that all new collection representatives and support staff participate in for a 2 -week classroom training course and then are partnered with a team lead to do side-by-side training for an additional week. CBA has a standardized training manual as well as policies and procedures regarding collection laws, client -specific information and customer service information that the new and experienced representatives are responsible for understanding. Before being allowed to work accounts independently, all ' employees are required to pass a series of tests, ensuring their complete understanding of all collection laws, rules and regulations as well as client specific philosophies and approach. ©2017 Collection Bureau of America, Ltd. 15 RFP 17-06, Collection Services Reporting Capabilities Online Reporting Capabilities CBA has online reporting for our clients to access through our client portal — MyCBA. MyCBA is a secure access portal that our clients can log into and has user -level security that can be locked down to the IP address. This platform has many points of interaction for our clients, with reporting being a major component. Clients can run many different reports from MyCBA as well as reports generated by CBA can be placed in the portal for secure access. Standard Reporting The standard reporting set that captures the majority of key collection statistics are the History / Actuary report, the Stair Step / Aging Report and the "Actuals" statistical report. CBA's experience developing and creating custom reporting makes the possibilities unlimited and analysis the most comprehensive. For our client's reporting requirements, "standard" does not apply but rather CBA can take these base reports and extract unique figures, charts, graphs and data sets so that the City can extrapolate business intelligence that is important for validating our stated partnership goal of maximum recoveries balanced with high performing customer care service levels. CBA can offer the majority of its reporting daily / weekly / bi-weekly / monthly or quarterly, and will create custom frequency schedules for each client as needed. Once again there is no 11standard" frequency, currently we report for several clients on periods that overlap from one month to the next month, i.e. 19th of May to the 18th of June, because this frequency best fits the client's reporting and business needs. Aging report — This report is also known as the stair step report that presents data in a batch format and tracks the batch data as it steps out month by month. This report allows for identification of issues or trends that can affect a single batch / month. This report also provides intelligence about batch growth from month-to-month that can assist the City to anticipate future recoveries based upon average month -over -month growth rates. yw^ STAIR STEP REPORT NN�� 14A.;g 1800 5 636,0115.00 $ 31,390.03 4.a�% 4,9D*S j 558,6[9, D_ $ 105, 90.0] if.9 'ry 1.1J'S is -WIN J,00'', F7F,71Y]N' 115,fii1001 18514', Rkfla: Islow. IAV,,% 14 Mly 15K G 361,:00.9,1 99,=:[0,00 21.20`5 ,..=..o MCC% 19,Wi 21F:'S 14-Ap, 1900 5 5B9.ACO.OD 9 114 510.0D 21.67.1 62D% 1711591 1139% 1343% 27.60% 144,1a' 1,30_ W,9,71 U.0- j 198,8JIJ.0i MD -9i 3.60% 19:0'1; 24301 2617:s 273'_% 28A3n 14-1rL .002 j 121:/040;: , ,J6,{0111 n.6::r; 6.Xr lb -14 2LaJ% 11C:T, N.J::1: n.70r: es69a: 11 -.an IAD: i=,233,1C0,0C 24,20°11 6.90,A 1540%4 MAN 217Z9i 22,R_.% 23 6C3 23.K% 212=,% 11 -kr 161N; 4NLMOIv I/N,410M IA 4'7x, 10 rwm, 11 f1f.A I6/.N 170041 }7.771, Imnv.� IAI;% 186p%. 1: H02 2601 $ 7a9,3L0AL' 19.7J;: 6.1XI 1L,�J' !4._04 F6AC'o 11 BL^5 19.: J`.5 19..J"s 19.N% 15.505 19,705 13-C,! 1,50: 5 4621600[ $ 95:03007 21-N% 6.20-1 13.7016 16.20% 1830% 192C% 19.59^1 2021% 20.4)1,6 2 ID% 2120% 21.20% 13.5&p 2.Rl_ j 736,SCL D_ 1,54,:000: 12 -MONTH TOTAL 22,000 $ 5.7m.0mD9 $ L34L500-9 21-,% 5-4-17 129o% 16d0l, 179^05 19 D"-^1 194GO% 20_L% 209[3% 2L 2C'i 214— ±150' 2170^ 11.10% GBC% 14113% 17.70% 12 -MM ZMDUN 21139% 20.79% 2090% 2L.00% 21.10% 21.117% 21101 ©2017 Collection Bureau of America, Ltd. 16 RFP 17-06, Collection Services Acknowledgement report — This report provides a detailed list of all customers assigned for collections with CBA. This information can be presented to the City electronically to automatically update the City's systems or the paper acknowledgement can be used to reconcile data assignment files sent to CBA. r__8-012 � !c(AP;iYY tI1asI 23a Bt.t X AVE PIAN MATED, CA 94403-1338 Wehereby°ilwl�06mir.+;lge1!t>tfnllmNing.wcooniswh,is Imvb%cn-3*sgm-d toIlitsol*Nrsreollo;sicin, -1t cOLINT NAME ACCOUNT NUMBER AMOUNT AQE ACrr'(A1)NT Ix" .13OHN, t$34 S7211A 60 17.3 567 r0T lt. DOLLAR AMOUNT ASSit;N ED: 572.60 AWEtiPs(PE AGF (W AIY IJN IS. 1 trnnl You faux o;rlssrrlwsa'tgy be r+f srk ire tg ynu, 't triKe �tt.�na4a ltm r hent rntctt�tt atEc� crc�rmqut�r .q-trtst auW will tt.CVive vtur PT0mpt a4tenti n, Plea+r +an fy tiwt ft Jat tarp arOAmsftnra sh %n Akita tare a,.rrt.t- Shontld iny, ow, Lxdrlemd. plea w coil l us intrnecWdy at SSS -306-:045. Very Truly YmjrX, Ct-ttNI SFRVIC 's Reconciliation report — This report can be provided in a number of formats. CBA's bi- weekly statement can be used as a reconciliation report. This report presents all payment information details — customer demographics, paid -to -agency / paid -to -client, and amounts due client and agency, so the City can use this report to validate electronic banking deposits and apply payments to customer accounts. ©2017 Collection Bureau of America, Ltd. 17 RFP 17-06, Collection Services k # COLLECTION BUREAU OF AMERICA raj �a 5954 FOFN IANOING ROAD), is F1 00A. HAYWARD CA9454R- 16 TEL: 888-306 204,5 TEL: 51o•?B1_810€1 FAX: -5' 01 PAGENa PAM . .. INVOICE DATE CUENP NO. ••3 F]NTE ACCOUNTCR1PT10la S1w1175 Arrau &wffil A+rrxwrt RrrrrumLLny An�uH PAID GDA PAIDCUE4'i DUE.COA BALANCE DUECLREN 'a STATUS Coop-$ NF - P aymitnl ACT - Atte ,t PAY - Paayi: o NSF =Rte^ ps i rs~a.s TOW Pad CaA TOW Pyo CAnrS. %M Die MA T.?SaDnr Ckr TOTAL r't,PR4£ .°tEMIT OUR CHECK. CCCLJECTa7t,.S - YCafRCHECKFCR F34C L41'sen POR Status report and detail — This report is also called the Client Inventory Report and can be tailored to include fields required for the City business needs. Report Date: E1-01-2915 Client Inventory Status Report ©2017 Collection Bureau of America, Ltd. 18 RFP 17-06, Collection Services A7654.121 19C.09 4321 16528608 TEST COMPANV ACT 9/8/2014 9j812014 S 11.00 $ 11.00 S ; I234 1000;.0000 TEST PATIENT CAN 9i9/2014 $ 10C.00 $ $ $ 100.00 ©2017 Collection Bureau of America, Ltd. 18 RFP 17-06, Collection Services -- Cancellation and return report — Provides a validation and reconciliation of all accounts that have been removed from the collection process. SAMPLE CLIENT P.O. BOX 478 ANYCITf,CA 94064 The following patients assigned by you to this agency have been removed from active collect ion processes, Please notify us immediately if the action was taken in error. Thank you for the opportunity to be ofservice to you. ACCOUNTNAME DEBTORADDRESS ASSIGNED PRINCIPAL CAN.AMT. ACCOUNTNUMBER SMITH,ILILIAIV 1]I 3RD AV ACCOUNT CANCELLED BY CLIENT REQUEST, TOTAL NUMBER OF ACCOUNTS: 1 TOTAL DOLLAR AMOUNT CANCELLED: $96.741 Sincerely, CBA COLLECTION BUREAU OF AMERICA 888-306-2045 02 Jan 07 596.74 596.74 842826 - Bad debt demographics — Demographics can be reported in summary format as displayed below or data can be returned in a City -friendly format so that it can be incorporated or updated into the City's system. Inventory Dispostion Analysis lz'p "¢'.101 31-" 5tawted':nm. 15W J5'x— P • ✓l' Y6J. FS FW Mbr. lG9 Yw J/f �trr A 'med Mehl :3260, 41'4.. I � rWd CaMiryr ItfprVx, fa^ i1 14A Fd 1.k LO M k.J It✓►eu�. IS: V4 AA-WLW*-,A 2W Y4 ho 0eawin b U%! LW_ M r,.y r,rw.IMA IY4 r h.r.,. •nwdre +Cr,rt4d rp.:wr.e apay+gra! ..�rw :.n,.:s Brae [a+.r=+qrR. lNpC iz[w ,w:1�e�y1 rlr�.+OMeas 4r �+w�^.r r:f^nsitr sw3w1A 1w�..M hr�.nr Frtus*tdW' . r..n..r.r. ©2017 Collection Bureau of America, Ltd. 19 RFP 17-06, Collection Services Key metrics for inbound / outbound calling activity — All inbound and outbound calling statics are captured so that they can be utilize for workforce management and quality control/assurance as well as provide MGLW with trends regarding their customer accounts. The report below analyzed over a million and a half telephone contact attempts to derive ratios and trends of right party contact (RPC), total call attempts (TCA) in comparison to total accounts with phone and average number of days between calls to better understand your portfolio and assist in making adjustments to business rules. Right Party Contact Summary Reporting Total 144,000 340,000 2,000 18,000 MM 26% 14% 4 Total 11 21 4 L550,000 ''Me". 54% b6.UU0 17410M V.19 Custom reporting — CBA can provide a wide -range of custom reporting. CBA can present several formats / report templates or we can work within the City reporting formats or requirements to deliver consistent information presentation. Below is an example of a report created specifically designed for a unique client need. 54 u MI �iA.0y:r3 C ifi1.4'bSi 1 W.-.13 iu1 .13 13 5.p IJ GKk- 1> N", 13 11- 13 m.'U Feb -14 PA., .14 Ap, 14 C lary.IA .rr•'1k F.rty er,Aft,:wd ....w lo—!xr 11,t wl e!.7KIncLt ivsl 02017 Collection Bureau of America, Ltd 20 RFP 17-06, Collection Services References All recovery rates provided below are to be treated as confidential. Average recovery can be significantly impacted by the City's internal process and timeline for moving accounts through their system and out to a third party for collection. Reference 1 — East Bay Municipal Utility District Julie Sullivan, Customer Services Supervisor, 510-287-2172 - 1100 21St Street, Oakland CA 94607; 8am — 5pm M -F PST CBA collects on delinquent consumer water and sewer bills Average recovery rates — 24% - 26% Reference 2 — Pacific Gas & Electric Hewan Michael, PG&E Analyst, 925-415-6888 3136 Boeing Way, Stockton CA 95206; 8am — 5pm M -F PST CBA collects on delinquent consumer gas and electric bills; - Average recovery rates — 10% - 12% Reference 3 — City of San lose, California Alex Rojas, Revenue Manager, 408-535-3507 - 200 East Santa Clara St, Floor #13, San Jose, CA 95113; 8am — 5pm M -F PST CBA collects on Water, Garbage, Sewer, Business Tax and Admin Fees for both commercial and consumer customers. - Average recovery rates — 12% - 30% depending on the type of account Reference 4 — San lose Water Company Tricia Zacharisen, IT Manager, Customer Systems, 408-279-7921 110 W Taylor Street, San Jose, CA 95110; 8am — 5pm M -F PST - CBA collects delinquent water bills for both consumer and commercial customers. Average recovery rates — 25% - 31 % Reference 5 — Charter Communications Bruce Godley, Credit & Collection Manager, (314) 543-5617 941 Charter Commons Dr, Chesterfield, MO 63017; 8am — 5pm M -F CST CBA collects on delinquent telephone, cable and internet accounts for both consumer and commercial customers. - Average recovery rates — 12.5% - 13% (accounts are only with agency for six months) ©2017 Collection Bureau of America, Ltd. 21 RFP 17-06, Collection Services Ciel of Fayetteville RFP 17-+6, Collections Services SECTION B: Vendor References The fallowing irfor matian is required from ad firms so all statements of qualificat€c)Q may be and properly evaILiated CO%1PA?-1Y NA?>gE,' Collection Bwee.att of .1nierica. Ltd N.OJIMBER OF YEARS�PI BUSINESS: 58 HOW LONG IP PR.'ESENTi XIATION: TOTAL NUMBER OF CURRENT EMPLOYEES: 55 FULL TIME i PART TIME NLINIB3-R OF E .PLOYEES PLANNED FOR THIS CONTRACT. 4 LULL TME 4 PART TIME PI EASE LIST -CLIR f4l REFERENCES THAT YOU HAVE PREVIOUSLY PERFORMED CONTRACT SERVICES FOR ',.THI,NTHEP'ASTFx'E15i 'i EARS W. krld7 must be romnle[e& East Bay Muinicipal Utility District City of�San Jos � COMPANY NAME COMPANY NAME Oakland CA 9 007 San Jose CA 95113 CITY, STATE, ZIP CITY, STATE, GIP Jtilic Sullivan Alex Rajas CONTACT PERSON CONTACT PERSON 510-287-2)172 TFLEP'HOh;s T@LEPF O� , 510-465-'1470 408-292-643H FAX 9 UMBER. FAX N UIVIBE? fins ilIIV,tl`ebinud.Loin'➢ Tlex.rU w"E it 5anjd:�Sc[.di.: fib` . E-MAIL ADDRESS E-MAIL ADDRES5 3. Pacillc-Gas Electric C C)MPA,NY :°7AM" - Stockton CA 9?_206 CITY, STATE, ZIP ljewan klichacrl CONTACT PERSON 1)73-4 15-+n-SSN TELEPHONE ilUIIC' �k'sttlable FkA', ': _'MBER l \ W9([l'pge.will E-M,L%s L ADDRESS City &Eavettetflie, BAR FFP 17-06, Co iection Ser,. c -es Pace 14 of 22 4, San Tose L'OF C'2212221 _ C0MPANY N AVM E San Jose CA 9511 tl CITY, STATE, TIP "Erich Zachariscn C0NTA21' PE'+S0N 468-279-79' I TELEPHONE 408--179-791", FAX NLJ'k�';EaE?t tricKLzachariseiy 7 ti i C1tC=9',Cs)117 E -iii AiL ADDRESS ©2017 Collection Bureau of America, Ltd 22 RFP 17-06, Collection Services Pricing 7 -day grace period Accounts which are paid to the City within seven (7) days of the account being placed with CBA and are reported to CBA as such would incur no commission charges from CBA. All accounts with payments, either to the agency or to CBA, after the seven day grace period, would be charged at the rates below. Commission Rate Age of Account 30% 8 — 90 days 27.5% 91 — 180 days 25% 181 — 365 days *Age of Account is based on the date of placement with agency. ©2017 Collection Bureau of America, Ltd. 23 RFP 17-06, Collection Services Resumes Shawn DeLuna 1. Position Title President &CEO 2. Years with Company 29 years — all with CBA in the collection industry President and key decision maker for all clients. 3. Recent Assignments Started working in the collections business in high school 4. Relevant Experience working for his father. He has worked in all positions within the company and learned all aspects of collections. 5. Roles and Responsibilities in Connection with Proposal He oversees all aspects of collections in his role as President. Jeff Lowenstein 1. Position Title Senior Vice President 2. Years with Company 26 years — all with CBA in the collection industry Working with clients on technology, programs and portfolio 3. Recent Assignments management 4. Relevant Experience Over 25 years in the collection industry working with utilities and municipalities 5. Roles and Responsibilities Project management, client relations and client onboarding in Connection with Proposal Marian Mal mstrom 1. Position Title Senior Vice President 2. Years with Company 25 years — all with CBA in the collection industry Developing all new clients' setup methods, such as VPN 3. Recent Assignments access, file layout, ACH and EDI remit process. Liaison between new clients and our pro, rammer Over 10 years of experience with new client set up such as 4. Relevant Experience file layout and file transfer methods. Experienced with client remit process of manual remit, ACH-or wire transfers. Currently in charge of the setup of new clients, liaison with 5. Roles and Responsibilities programmers. Responsible for all client interaction such as in Connection with Proposal payments, cancellations, new assignments or any other client needs. Stephanie Mendoza 1. Position Title Compliance and Training Manager 2. Years with Company 10 years — all with CBA in the collection industry 3. Recent Assignments Oversees all collector training and compliance assurance 4. Relevant Experience Over 10 years of experience in mid-sized collection agencies. Has ACA certifications. Has worked closely with municipalities and utility districts to achieve higher recovery rates that what was beim achieved from other contracts. 5. Roles and Responsibilities Compliance, training and oversight/management review. in Connection with Proposal Elizabeth Journeaux 1. Position Title Collection Manager ©2017 Collection Bureau of America, Ltd 24 RFP 17-06, Collection Services 2. Years with Company 7 years Managing a team of collectors and working commercial 3. Recent Assignments accounts 4. Relevant Experience a 30 years experience in collections, well versed with Business collections. . Proficient in all aspect of collecting on all accounts both consumer and business debts of any balance size. . Managed and prioritized collection accounts for a daily workload of 350 accounts. . Mediated balance discrepancies between creditor and consumer. . Prepared legal accounts for suit prior to being sent to an attorney. 5. Roles and Responsibilities Management of collection representatives and focus on in Connection with Proposal commercial / business accounts Angela Brumfield 1. Position Title Collection Manager 2. Years with Company 12 years 3. Recent Assignments Managing / mentoring a team of collectors 4. Relevant Experience . Top collector for the last five years . Maintained monthly collection quota of over eighty thousand dollars in collection per month. Maintaining and providing top collections results for our company's largest clients. . Managed and prioritized collection accounts for a daily workload of 350 accounts. . Mediated balance discrepancies between creditor and consumer. 5. Roles and Responsibilities Management of collection representatives and focus on in Connection with Proposal residential accounts Gladys Guevara 1. Position Title Collection Manager/ Trainer ........... ..... 2. Years with Company 9 years Responsible for training and guided development of new 3. Recent Assignments departmental staff also preparing the staff for annual FDCPA, HIPPA, and FCRA regulations test . Proficient in all aspect of collecting on small, medium to 4. Relevant Experience large balance . Maintain monthly collection quota of over sixty thousand dollars in collection per month. . Managed and prioritized collection accounts for a daily workload of 350 accounts. Mediated balance discrepancies between creditor and consumer. 5. Roles and Responsibilities Training and management of all bi-lingual collection in Connection with Proposal representatives. ©2017 Collection Bureau of America, Ltd 25 RFP 17-06, Collection Services Signature Submittal City of Fayetteville RFP 17-06, Collection Services SECTION C,Signature Submittal — Required with all responses Pro nospirs shall include this form completed in its entirely with RFP resoonse. This form shall not count towards page limitations set forth in the RFP. 1. DISCLOSURE INFORMATION Proposer shall disclose any possible conflict ofinterest with the City ufFayetteville, imduding,but nu1limited to, any relationship with any City of Fayetteville emmployec, Proposer response must disclose if a known relationship exists between any principal uremployee. ofyour firm and arty City ofFayettevi!|eemployee or elected C�ty of Fayetteville official, If, to your knowledge, no relationship exists, this should also be stated inyour response. Failure to disclose such a relationship may result in cancellation of purchase and/o, contract as result of your response, This form must be completed and returned in order for your bid/proposal to be eligible for consideration. PLEASE CHECK ONE OF THE FOLLOWING TWO OPTIONS, AS IT APPROPRIATELY APPLIES TDYOUR FIRM: X I)NOKNOWN RELATION5H}PEXISTS BELATIO NSH|PEXISTS (Please esplain)� �oer�FyMe�osamofOcerufth�o/ unbsho�orpe/�hea�a�hed�t�rofeuthorzat�n �ndu�authorized to certify the information provided herein are accurate and true: and mymrganbodom shall comply with all State and Federal Equal Opportunity and Non-Disicrimination requirernents and conditions of employment, 2. PRI MARY CONTACT IN FORMATION At the discretion of the City, cine or more firm-, may be asked for rn.ore detailed information before final ranking of the Mrms, which may also jndude me( interviews, NOTE Each Proposer shall submit to the City primary contact name, e-mail address, and phone number (preferably a cc|| phone number) where the City selection commItteecan call for clarification orinterview via telephone, Corporate Name of Firm - Collection Burczu- of America. [Ad Primary Contact: ShlvnDeLoll.1 PhoneOl (cell preferred 41�107_1)118 T�t|eofPrimary Contact: President ([l) Phmne#2: i10 -781'5L28 3. ACKNOWLEDGEMENT OF ADDENDA Acknowledge receipt of addenda for this invitation to bid' reqoestfo/ proposal, or request for qualification by signing and dating below, All addpndums are hereby made m part of the bid o, RFP documents to the same extent as though it were originally included therein. Propose rf/'Biddeoshou|d indicate their receipt ofsame in the appropriate bldmklisted hereih. Failure todoso mav subject vendor todisqualification. ommvFavr'cm*!e.xx orp /7�6,cnoccuonsew/ss nae=o'xzz o ADOENDUM NO. SIGNATURE AND PRINTED NAME DATE ACKNOWLEDGED Shawn IM,uria 4. PRICING: Pricing shall beattached asaseparate form, Reference RFP for details onwhat all pricing shall include. 5. : As an interested party on this project, you are required to provide debannemt/ uspensiom cerbMcation indicating in compliance with the below Federal Executive Order, Certification can be done by completing and signing this form. Federal Executive Order (E.C8 12549 "Debarment and Suspension^ requires that all contractors receiving individual awards using federal funds, and a|[sub'msipieots certify that the organization and its principals are not debarred, suspended, proposed for debarment, declared ineligible, Or Voluntarily excluded by any Federal department oragency from doing business with the Federal Government, Si�m�tare certifies that neither you nor your principal is presently debarred, suspended' pro�osed for debarment, declared ineligible, mrvoluntarily excluded from participation in this transaction b9any federal department oragency. Questions regarding this form should be directed to the City of Fayetteville Purchasing Division. N�y�EOFCOMPANY: Collection Bureau uFAmerica, [Ad PHYSICAL ADDRESS _35,954 Eden I-anling Road. CA 94�45 MAILING ADDRESS: PRINTED NAME: PHONE�________ E-MAIL: SIGNATURE:_____ T|TLE:DUNSM __________ c/tvuiFa°ettevue, An RF::-' om6,Collection Services | Page zz ofzz � 25954 Eden Laniding! IZo.ad, Hayward, CA 94545 Shawn DeLuna FAX: 510-7,14 .hawno mMecmo President;t CI -0 DATE ��44-3070 TAX UD: 1-|4-1o|7 94-147,8327 @un1rCollection Bureau mAmerica, Ltd- 27 RFP 1r*o.Collection Services Appendices Appendix C - Arkansas License 4-0 ?t 01 i" 01 'S.sf4`zrai,sn MW ©2017 Collection Bureau of America, Ltd. 28 RFP 17-06, Collection Services O � O 'e3 � j W "C1 � ai J V n u .� v� ✓ stn . � o" ©2017 Collection Bureau of America, Ltd. 28 RFP 17-06, Collection Services Appendix B - MBE Certification 0 apt, As @2017 Collection Bureau of America, Ltd. 29 RFP 17-06, Collection Services eq Zr L4 S; g —EP 114 em .1 Cr 6-0 IA 4 .4 x on Fj @2017 Collection Bureau of America, Ltd. 29 RFP 17-06, Collection Services eq L4 S; . j: *zjnY —EP 114 em .1 Cr 6-0 IA 4 1�1 22A @2017 Collection Bureau of America, Ltd. 29 RFP 17-06, Collection Services Appendix C - Small Business Certifications California Certification Retort Legal Business Name COLLECTION BUREAU OF AMERICA Doing Business As COLLECTION BUREAU OF AMERICA Address 25954 EDEN LANDING RD Phone (510) 781-5138 HAYWARD, CA 94545 FAX (510) 781-5101 'Email jeff@coliectionbureauoiamerica com Web Page http:/lwww.collectionbureauofamedca,com Active Certifications SB May 8, 2015 - May 31, 2017 Bus#ness Types Service; Classiticalions [841017] Debt management Keywords collection agency debt charge off outstanding accounts receivable aged AR credit "3 L EB r'Durr.!.:, rC.:II(t3 CC unh' dt grnle:i;SIt'30(iCif4UDte,•fi-A f',"m ceffinC34 FHERC�I;G* E—iIC.J,.D}ar.,:(I�,re,are '!v^1 C�,,trfr_'-Wf _ t!xre sll: Wane, ker-i l0�'-L Evstneaaes. PLEASE NOTE: ALL BUSINESSES Ird THE BLEB VENDOR QUERY SYSTEh1 ELAtAB ISE A.'2E LC'CA�- (I e L: MED YJ rHN ALAME-DA COJN-rY1 BUT ARE MOT NECESSARILY CERTIFIED • Cedfieo tusmeeces aie ideMfi" as eit!er CertiRad EMERGME1 shxessarCer85ee SMALL Eusine=--" CerCir'atlan Toe <nlumn of the ahaee lama fsej—w • Cadfied SUALL and ENLLpirYHG hnamass2s are aise:ndertFrl 4;2COAftGiesi numrerm the CemWmnor,SuLs coLmn,fl.he d=•ltaaaso A TtoPFFfflF[ge�n T�C4 CUNt�v1Y�ypSeS:Ji'1n95:P-�L'tiF.arp r.�irprURntl ac fJcn-C✓,tl'IPtlfrlC6l E�r�FrveS• • hJl bustAeasxalrs Um daiahasea7!ar than Inosa iSenilhedaM SWALL as Et•1EftG€P!G are LOCAL snd'wl ��tRcd Ft'a.,, unC3 If,�--gev..g7!;c'aiia -„.4fi'F3,a5Ce Cle 5Lt'_H IksMA!i�AtAbAti C3Mkie`ei rtac:he Aumcar;an`mlkI -,S'LE3 C@-theafi.}:,Llnt:,t ;576i 891 aSCd.r=„a Lmw, Find A Vendor a SLEB Vendor Query - gearch Resuffs Vendor Name Includes "coii*ctlon Bureau tat Arnerita” sorted By Vendor Name ©2017 Collection Bureau of America, Ltd 30 RFP 17-06, Collection Services Appendix D - Sample Collection Notices Validation Notice Oofoher28, 2D16 25954 EDEN LANDING, ROAD. HAYWARD, CA 94545-3816 in M - F 6.00 ain - 6 011 pul PST 888.558.5152 Original Credrtor: \rla> PRINCIPAL 50.00 Onglnat Creditor No:<VC9> IN-ERESr: $o.00 CBA ID Number:<ACC> FEES: $0.00 Last Payment Date:<V 13> Service Address: ,V311 <V45> Location or Number cV27> <V30> for E at ment Return: TOTAL AMOUNT DUE: $0.00 .As of the date 4f this letter, you owe 50 00. Becauw of Interest, late charges, and other charges that may vary from day to day, the amount due on the day you pay nsay be greater, tte'nte, 0 you Pay tate arnou nt shown above, an ndh=strnent may be necessary afar we recelve your check, Hs w I4h event we well inform you before depositing the check for collection, Your account has been assignedto Collection Bureau of America for collection.. All future communication regarding this obligation should be directed to this office. Our records indicate that you may be contacted at the following phone number(sj; <V47:-, <V48>. if the number(s) are incorrect, or yo= would prefer that we do not call you at the number(s), please contact xis at 888-558.5192 or via email to Info@calIectionbuteou*famerica.com. In addition, if you have another phone number or address that yiw would prefer we contact - yatt at, pleasecontact us at 888-558-5192 or provide the new information via email to Inftl�tolieCtiprslldrEauofanierita.crin. Unless you notify this office within 30 days after receiving thi notice that you dispute the validity of this debt- or any portion thereof, this office will assume this debt is valid- if you notify this office in writing within 30 days from receiving this notice that you dispute the validity of this debt, or any portion thereof, this office mll obtain verification of the debt or obtain a copy of ajudgment and mail you a copy of such judgment or verification. If you request this office in writingvAthin 30 days after receiving this notice this office will provide you with the name and address of. the original creditor, if different from the current creditor. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations- But we will not submit a negative credit report to a credit eparting agency about this credit obligation until the expiration of the time period described above This is an attempt to collect a debL Any information obtained will be used for this purpose. NOTICE: SEE REVERSE SIDE FOR IMPORTANT INFORMATION Payment phone line 888-454-0313 Sincerely, -.v22> Debt Collector Collection Bureau of America cV23> PLEASE DETACH AND RETURNBOTTOM PORTION WITH YOUR PAYMENT DEPT251 4%78WI234x6 PO Be.% 4113 CC940M CA 94524 111111111111J11INIIIIi1114IN110illllV11111 11111( 11111,11111IK: lit" ADDRESS SERVICE REQUESTED -B1NNFT2F 41 23456759Cr12a4'56t <MIA, <V'06> <L7_Addrl> <LT Asielr2: SLT_City> <LT Sts <LT 9 Al'r\ Questions? Toll Free 886-5513-5192 To pay ouline, go t0 paycira-com BBB AWJl= TO: COLLECTION BUREAU OF AMERICA PO BOX 5013 HAYWARD- CA 94540-5013 ©2017 Collection Bureau of America. Ltd. 31 RFP 17-06, Collection Services Itemized Notice October 26. 2016 2b864 EDEN LANDING ROAD_ HAYWARD, CA 94545-36161 Hours of Operation M - F 5:00 am - 6:00 pm PST 888-558-5192 Client: <VIO> principal: $000 CBA ID#: <ACC> Interest: 5<V15> Clfent Reference#: <VD9> Equipment Charge: 50.00 Current Balance Due: $<V21> PURSUANT TO YOUR REQUEST. PLEASE REVIEW THE ITEMIZATION LISTED BELOW OF THE INFORMATION WE HAVE ON FILE - PLEASE REMIT THE BALANCE IN FULL. OR CONTACT OUR OFFICE AT: <V23>, <V22> - DEBT COLLECTOR Collection Bureau of America. DATE LAST CHARGE: <.V12> DATE OF LATE PAYMENT, <V Q> SERVICE ADDRESS: <V50> SERVICE CSZ: <V51> SERVICE NAME: <V52> INSTALL DATE: <V53w DISCONNECT DATE: <V54> This communication is being sent to you by a debt collector and is an attempt to collect a debt. Any Informallon obtained will be used for that purprrse. NOTICE: SEE REVERSE SIDE FOR IMPORTANT INFORMATION PLEASE DETACH AND RETLIRN BOTTOM PORTION WITH YOUR PAYMENT TIEPT 291 4587890123458 art sox a1 t9 CONCORD CA 94524 1111111, 1111111,111?III111111111IIit'll III IIII Hill I IIIIIfill 11Ii11 ADDRESS SERVICE RELLIESTED €IBW N FTZF 4 ,234567&99 124569 3alllrn'�I��Iliii�llrll'Itl���f'I�tIIII�tJIII�L'IrLlnl�'��I� tDNA, <Vfk» zLT Addr1> I <LT Addr > <LTCity> <LT_State:-:LT_Ztp> Questions? Toll Free 888-558-5192 To pay online, go to paycba.corri PAY BY CREDIT CARD l.' VISA Aj... ='crr. vanaa�r. REMIT TG: COLLECTION BUREAU OF AMERICA PO BOX 5013 HAYWARD. CA 94540-5013 <ACC>'IZSUM' ©2017 Collection Bureau of America, Ltd. 32 RFP 17-06, Collection Services Demand for Payment Notice 000twf 26, 2014 25954 €DEN LANU4kC ROAD, RAYWARD, CA 94545,3816 4ic,ats Or Operattc�n M - F &W tem - 6 € 0 pm PST 81lt4.558-5192 Croner +110 Pt��cgvtA: t�fl Crti,tttuf N* <VV'9- In4ei"I15� Ip 1.tirr,t)- -ACC • Etauii nl Charge $000 Tate. S4V21a "' A=UNT VEMIRICATION "' Our record$ i 4t1tC.110 Met iib 01 MO dM* AfAva �.'C V acc"'4 LS 6CA p.0 It thee+e is airy quashort rogatcling the batame : h,~. above, phase tete IRS n4garturuty to nouty C OLLECTtON allREAU OF AMERICA ditectly nrrdA rr. Ne W IMyMOrr1 Our prw* riurnner ks 510-M-8100Oq IM8-WS4-3 51 it is Imp-1tant thttl catritngv- h"Is tt5r b * m Ode a4 `st" Take one of the so0ow-rig Cr X Arts Io Omi%e care at Ihts acccuril (1I Y4riq by r'w[k fe ctwiit cwt9 livor the tolnyhoifM 8-45+4v31a 124.1NrLtf trcwk Foto) $09VIC01 1'21 Call to maks payment iters 0141-V at <1t23 -- --- .. T4 i� (4tt alb@f>9jJt 3St �4td�}�t:t i.^k+Gf ,+fin f irStPffTL'1$i�r'i aUtlr�Nrd W�Illf 8�sr tl°.tkq tr➢d tt plcYp{rs4 NOTICE- SEE MEVERSE SIEGE FOA VIAPGATAMT I=< FORMATtGN Sirrc:erety, e.V22.,, Cts+tec!:*n Ruteau rGt An:-ir c_i ,V23> $1 -FA 0E7AI-R4AJ0 w4TUP*; ti ", n PLAT, 2 4 wtd PA Vtr. e7:51 i547a9f�3a. I IMMISOMFIIMMM Ila 3MVIKff kill) 14t ISS at•.4tVWvf AE(II I, WI=u. xt3YtTtP?ZF s9, ;�« �"'�5�l. �•�.. a -K DINA I D61 LW -�Ld A*Ijt ^ a 'v AoY2r +LT Carr -,,LT ©2017 Collection Bureau of America, Ltd 33 T 1%k "N QuLsWr ? Tel! free 808 55t5"S1 To pay onlirw go 30 µaycba-oot, PAY BY CREDIT CARD WSA l t I REMIT io COLLECTION SUAEAU OF AMERICA PID SOX $D13 H AYWtARD. CA94544,5013 ',-ACC,'52M' RFP 17-06, Collection Services Payment Plan Notice Ci 13t1C+ 20. polo ZJ354 EDEN L..ANDW-4f, RCAD %AY ArAO CA 9A34.3 38kd HYtrrsofCtfr, Mic�iWA-FO.Mam.-3•36prPST Baa-nw-71W Viii .. C�t"r7C(PWa 5i'+ 4L1 fwrrtlrf%••rµ7: a.ss INSTd4L1>AIENT CONRRMA110H a.a T°+l> �>3iive ;, tel 03nn rn you pfu7ise the f{nRRL mar 11 eao hm v WMr_v11y €reelirv� Ihs scibeduc e' p4eas'n conlact w oNicr Pmmpt pw :reri is ?eq-. irm I .Paying 1a)t cnr )a or creydil cart€ cw he refephvna 98 454-0313 {24-he»ar i<t-: tc xP' :--Price`. ,� �-alf Ya rrah� ,�eay�r�r;1 anar�er�rai5 °Welt•: YF.: e61is� at �V'�3 �, TERMS OF INSTALWEN A1aAaE—EMENT F'ar rem Arrcunk $=V27-, Make pxfinenls le,; F'e)^r,Ent Faegm—cy: � V28T Go4edlon Mureai; av Amer --a tsf. Pnpyrenl Dje: V2S, 25954 Eacr, Laninp R,,s:j rir:l FQc'- Numt�' of Payments: , V347 1-1a)rN ird, CA, 34745 Ir-s'ix.11-m if awanreGe S--Vl1 = CcxirlrrnalionGate: >-vca, Agaar r,1 elate rA.- Tial: n rlfempt is collect a debt. Any jrjesmraVc,ri obta-ned will be urtl Mr nl: p"po':e - 6GT)CE-: SEE fai=-lE'R5e...6,wiF FI -DR IMP?OR7A%T 1e.1P5--,tFVAT;0N 5tr_err'1= V_2 a C4' fecilon of Arnt,icn v,VgF 3? ., =a. -e �Ttc- 4N— AET m asa �KTTCN Ps_ETIF fl WTH A,} -la FA 3'nAm—N T E aT a L - -17`4 f� P� EGi 1l l' At:P-' ...u. ,FrEC... F'D +:N.A <'4i31 , ,,.:.T .1' z ..T A �?9'e' - •'_T -L� SL. -IT ZIG.r 'Dje!--11C,ni; Trac? Fr4se, GE -3 '_:M Se 7P - To par gu to paycba COM PAY BYCREDIT CARD :%FSA j'Ai r � B,'�E Barr i i f "Ckt L,E"-'—MG •1 R r1EAU OF APAE aA p"D 130:". SD 13 FiAYAiAFG1, CA; 945,113 :,013 ©2017 Collection Bureau of America, Ltd. 34 RFP 17-06, Collection Services