Res 2017-133/approving an agreement between the City and Credit Systems International, Inc. for the provision of debt collection services for an amount estimated at $20,000.00 for each year of the five year term of the agreement.

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2.1.13 Partial Payment Arrangements: After first attempting to collect payment in full, attempt to establish reasonable payment arrangements with the first offer being a payout in 90 calendar days or less with a$50.00 minimum payment amount. 2.1.4 Complaint and compliance calls: Provide trained Compliance Coordinators to handle escalated calls and who will attempt to de-escalate the situation to determine the reason for the escalation and next course of action. 2.1.15 Fraud Accounts: For fraud cases, notify the City and follow the protocol of a disputed account. The Agency will provide fraud account protocol to the City. 2.1.16 Recalling of Accounts: Place recalled accounts (where the customer does not owe the balance due) in a "Client Cancel" status in the Agency's system for proper identification and documentation. 2.1.17 Bankruptcy Notifications: Accounts are appropriately coded and documented, removed from the call stream, letters terminated, City is notified and accounts are closed according to policy. 22 ADDITIONAL SERVICES/CHANGE IN SERVICES 2.2.1 The City may direct the Agency to perform services outside of the scope of the Basic Services described in Section 2.1 above. however, at this time the Agency's provision of additional services is not anticipated. Should the City chose to utilize any additional services available from the Agency that are not included in this Agreement, the City will pay the then current rate for those services as established in a fee schedule provided to the City by the Agency at the time those services are requested. The Agency will submit a written estimate of fees to the City and obtain the City's authorization before initiating any additional services. 2.2.2 Each material change (deletion or addition) in the services to be provided by the Agency must be authorized by the City on the Authorization of Change in Services form attached to this Agreement as Attachment A. Compensation for additional services will be in addition to that specified for Basic Services in accordance with Article 13 of this Agreement. The approval of the San Marcos City Council is necessary for all additional services the compensation for which exceeds$50,000.00. ARTICLE 3 THE CITY'S RESPONSIBILITIES The City will: 3.1 Report electronically, no less than every other week, to the Agency all payments and adjustments posted by the City, including unidentified payments and payments on accounts Credit Systems international 2017 5