Inquiry Handling Policy and Procedure

INQUIRY HANDLING POLICY AND PROCEDURE

INTRODUCTION

Kredit Financial Inc. (“Kredit”) welcomes customer feedback on its Platform (“Platform”), services, product offerings and performance as a means of monitoring and improving service delivery, as well as enhancing organizational effectiveness and efficiency. Kredit is committed to being responsive to the needs and concerns of its customers and to resolving their inquiries as quickly as possible.

Kredit defines a customer inquiry as a “question regarding the use, functionality, or feature of the Platform.”

PURPOSE

The purpose of this Policy and Procedure (“PnP”) is to ensure that each customer inquiry received is properly reviewed, investigated, responded to, and tracked.

POLICY

It is the policy of Kredit to thoroughly investigate and respond to all customer inquiries in a timely manner.

SCOPE

This PnP applies to all customer inquiries received by Kredit.

ROLES AND RESPONSIBILITIES

Kredit’s Director of Network Operations (“Administrator”) is responsible for monitoring, investigating, responding to, and tracking inquiries received via the Support feature in a timely manner. The Administrator is also responsible for escalating issues to the Chief Executive Officer (“CEO”), Chief Technology Officer (“CTO”), and Chief Compliance Officer (“CCO”).

PROCEDURE

Customers may submit their inquiries to Kredit via the Support feature on the Platform. Upon submitting an inquiry, the customer’s message is sent to the Administrator along with a ticket number via Zendesk. Zendesk is monitored by the Administrator during normal business hours; messages received after normal business hours are responded to the next business day.

Upon receipt of an inquiry via Zendesk, the following steps are taken:

1. The Administrator verifies that the name and email address of the customer submitting the inquiry matches the information in Kredit’s Administrator portal. No account-level information is able to be viewed by the Administrator.

   • If the information matches:

     1. The Administrator conducts an investigation into the customer’s inquiry, leveraging internal resources as necessary for root cause analysis, and responds to the customer accordingly.

     2. The Zendesk ticket status is updated to Open or Pending, depending on the response or non-response from the customer.

     3. Upon confirmation from the customer that their inquiry has been resolved, the Zendesk ticket status is updated to Solved.

        • If the customer does not respond to the Administrator or confirm that their inquiry has been resolved within five (5) business days, then the Zendesk ticket status is updated to Solved.

     4. Inquiry data is discussed with the CTO and CEO during regularly scheduled meetings.

   • If the information does not match, the Administrator may request further clarification or information from the customer in order to properly address their concern.

If the Administrator receives an inquiry regarding specifics about their account with a Kredit Network Member (“NM”) (e.g., a question about their balance) or about an NM’s standard of service (e.g., repeated calls), the following steps are taken:

The Administrator verifies that the name and email address of the customer submitting the inquiry matches the information in Kredit’s Administrator portal.

1. If the information matches:

   • The Administrator provides the customer with the name of the NM (i.e., the debt collector with whom the collection account is placed) and the methods in which the customer can contact the NM. These methods may include contacting the NM via email or phone via the Platform or the toll free # for the NM.

   • This data is discussed with NM’s during regularly scheduled meetings.

2. If the information does not match, the Administrator may request further information in order to identify the customer and the respective NM. No NM information is provided to the customer in this instance.

The details of all inquiries are maintained in a log by Zendesk.

COMMUNICATION

The Kredit Inquiry Handling PnP shall be communicated to all affected employees via email and maintained in the Internal Policies folder, sub-folder Operations on Google Drive for reference purposes.

CONTROL

On a twice annual basis, the CCO shall perform a random sample review of all inquiries received during the prior 6 months to ensure they were investigated and responded to in accordance with the above stated procedures.

VIOLATIONS

Failure to comply with this PnP may result in an unsatisfactory experience for Kredit customers.

CHANGE SUMMARY

Purpose: Internal Policy

Category: Operations

Policy Name: Inquiry Handling Policy and Procedure

Event	Event Date	Event By	Date Reviewed	Reviewed By	Version
Creation and Implementation	03/30/23	Colene McNinch, CCO	Dave - 04/10/23; Cayla – 04/05/23	Cayla Simone-Riggs, Director of Network Operations; Dave Hanrahan, CEO	1.0