QUALITY POLICY

1. Manage and monitor all activities related to servicing business loans, such as contractual implementation of new loan facilities, preparation of consensual debt settlement agreement, negotiation of terms, monitoring of payment plan, monitoring of collateral, and undertaking activities related to the guarantees, the control of legalization documents, and so on.
2. Coordinate effective collaboration with external third parties (eg law firms, bailiffs, etc.), overseeing timely delivery of necessary information/documents and ensuring performance
standards are aligned and met.
3. Monitoring of the debtor’s compliance with the agreements, as well as the status of the collateral.
4. Preparation and negotiation with the debtor of the terms of the loan agreement, and coordination of its signature.

A quality service for MIDDLE OFFICE SA is related to the effective management and monitoring of Business loan portfolios, with the aim of:

•  Fully understanding the requirements, timeline, and individual processes to be considered before submitting an offer and signing an agreement.
•  The provision of comprehensive services on pre-agreed dates – Direct communication with customers to clarify issues and provide solutions.
• Complete confidentiality regarding the information made available to the company for the completion of the work.

The increasing demands of customers for quality and competitive services of high value, determine the company’s policy, which is based on the following pillars:

• Experienced staff who is constantly trained in new systems and updated on current legislation.
• State-of-the-art applications and equipment aimed at faster and more accurate service to corporate customers as well as the security of maintained files and communication.
• Recorded procedures aimed at the most efficient and complete provision of services to customers.MIDDLE OFFICE SERVICES S.A. supports the participation of all employees, as well as interested parties,
  in the Quality Management System. The Company recognizes, promotes, and rewards its members who
  contribute to the fulfillment of the high-quality goals it sets.

BOND LOANS AGENCY

• Acting as Agent (in the existence of a relevant PoA) in case of syndicated bond loans and having the responsibility to coordinate with the rest Bondholders via bondholders’ assembly and proceed according to Bondholders’ instructions.
• Coordinate the drafting / modification of the contractual agreement in cooperation with the rest Bondholders
• Gathering any missing legalization documents for updating issuer’s legalization.
• Gathering Know Your Customer (KYC) documents for both Issuer and Bondholders.
• Cross checking contract versus the approved terms and conditions.
• Sign off process.
• Upon CPs met confirmation, signing process execution.
• Instructions to Operations for the systemic capture.
• Monitoring of covenants and undertakings informing in parallel the responsible Account Manager.
• Deliver the original documents to Bank / Servicer or any external partner that the asset owners appoints for archiving and digitalization.
  Single point of contact with debtor and Agent during the whole Syndicated Loan’s lifecycle.
• Proceed with roll over instructions to the syndicated members and Issuer, manage the with holding obligation of the Issuer based on the tax residence of each Bondholder, calculate and communicate to the counterparties the outstanding balance in whole and on pro rata basis.

Insurance Policies

• Middle Office will monitor the insurance policy contracts renewals for the insurance of the re – collaterals of the Bond Loans in accordance with Bank’s / Servicer’s instructions

Reporting

• Bank / Servicer shall notify immediately Middle Office for any legal proceedings (court hearings, auctions, etc.) addressed to it under its capacity as Bondholder Agent.
• Bank / Servicer shall inform and share with Middle Office any judgments, pleadings or any other documents delivered.

Administrative tasks

• In case nominal bonds are transferred Middle Office through PoA shall sign the Transfer Act, to new bondholder if applicable Middle Office via PoA shall inform the bondholders about the transfer and send updated R/O instructions and the withholding tax calculation on interest, if any.
• Bank / Servicer undertakes to share with the Agent the balance and interest-bearing items, which the Agent after confirmation shall send them to the respective issuer.