Page 63 - Consolidated Non Financial Statement

Banca Ifis

| 2020 Consolidated Non-Financial Statement
Banca Ifis service level

For Banca Ifis, our commitment is to guarantee customers a high level of service through quick and timely responses that
stand out on the market. Below are the results obtained in 2020 for the leasing, factoring and SME loan products, which
are substantively in line with the results of FY 2019.

Average time for assessing lease proposals (in line with 2019):
• Cars, commercial and industrial vehicles: 1,5 days
• Instrumental assets (industrial, IT and Office) worth less than or equal to € 250.000: 3 days
• Instrumental assets worth more than € 250.000: 7 days (6 days in 2019)

Average time to respond to requests made by leasing customers (in line with 2019):
• Time for managing customer requests: 2 days
• Telephone call abandon rate: 4%
• First Call Resolution: 95%
• Issue of deed of sale for the asset after the lease contract: 2 days

Average time for assessing factoring proposals: 10,8 days (6,7 days in 2019)
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Average time for assessing SME loan proposals: 11,9 days (in line with 2019)

Ifis Npl Servicing promotes on-going operator-customer relationships to build trust over time, and implements various
safeguards to guarantee the quality of the service provided by network operators (debt collection companies, agents,
internal call centres), including:

• credentials and qualifications: agents can be registered in the list of the OAM (Association of Credit Agents
and Brokers). Starting September, the Company has begun also including Agents under a licence to collect
115 Consolidated Act on Public Safety Laws (T.U.L.P.S.), hence during the selection phase, numerous controls
are carried out on their reliability. In the same way, before establishing the relationship, debt collection
companies are also assessed on their reliability, credibility, and financial soundness;
• incentives for agents and debt collection companies: the Group has specific KPIs to monitor the quality of
the positions processed, imposing penalties in the case of prolonged poor performance.

18 In 2020, the greater incidence of operations over the ML term, coupled with the considerable quantity of moratoriums requested by customers
for the "Cura Italia" Decree, has on the one hand altered the traditional prevalence of SH products (i.e. factoring) and on the other, increased
the workload of the appraisal structure, with a consequent, understandable impact on the average deliberating time

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