(SPEECH) Music Playing (DESCRIPTION) Elan logo animates onto screen. (SPEECH) Elan is an industry leader in providing full-service credit card programs… (DESCRIPTION) Screen splits, with Elan logo on left side of screen. Text animates on below “Full-service credit card programs” Right side of screen goes through footage of credit cards being produced. (SPEECH) that help financial institutions grow their business and meet the needs of their members. Giving best in class card member service has been a core mission of Elan since our inception. The importance of the relationship and the service Elan delivers to our partner financial institutions is stressed with our employees at all locations. (DESCRIPTION) Various footage of Elan Service Center, showing employees at work, interactions between Elan employees and clients. (SPEECH) The Fargo Service Center is our main service center and it is one of three service centers. (DESCRIPTION) Screen transitions to show Jim Johnson from Elan Financial Services speaking. (SPEECH) The others are located in Coeur D' Alene in Idaho as well as Overland Park, Kansas. (DESCRIPTION) Screen transitions to show images of the three locations as Jim Johnson continues to speak. (SPEECH) All three centers work together to provide a seamless service experience for all our card members. (DESCRIPTION) Screen transitions to Jim Johnson speaking. (SPEECH) All three sites back each other up and so if should there be technical difficulties, we operate in a virtual call center and we can route volume to any three sites. We're open 24 by 7 and house many of Elan's operations including, (DESCRIPTION) Footage of Elan Call Center, footage of employees walking as Jim Johnson continues to speak. (SPEECH) card underwriting, card issuance, Cardmember service, fraud detection and investigations, dispute processing and payment research and support. (DESCRIPTION) Screen transitions to light blue background, with “Service Center Operations” at the top. On- screen text with related icons animate on as Jim Johnson continues to speak., “Card Underwriting”, “Card Issuance”. “Cardmember Service”, “Fraud Detection & Investigations”, “Dispute Processing”, “Payment Research and Support” (SPEECH) Music Playing (DESCRIPTION) Title Screen “Application Data Entry & Account Initiation” (SPEECH) We understand that approving a new card member is an important first step in building the relationship. Card applications may be submitted through various channels…. (DESCRIPTION) Footage of Elan employees working. (SPEECH) …web links on a partner's website, delivered through direct mail, and most commonly through our partners branch network. (DESCRIPTION) Screen transitions to light blue, “Card Application Channels” animates on the left center of the screen, in the middle “Partner website”, “Direct mail”, “Partner branches” animate top down on the screen with corresponding footage to the right of the screen. (SPEECH) Applications submitted via the branch are transmitted through the Client Resource Center, or CRC. The CRC is an online tool that offers many benefits to our partners. Applications submitted via the CRC include… (DESCRIPTION) Footage showing Elan employees using a desktop with the Client Resource Center home page on desktop screen. Banner on bottom of screen with Elan logo, and on-screen text “Client Resource Center (CRC)” (SPEECH) incremental relationship data if card holders have other accounts with the financial institution. (DESCRIPTION) Footage of employee working at desk. Banner on bottom of screen with Elan logo, and on- screen text “Client Resource Center (CRC)” with “Contains incremental relationship data” below. (SPEECH) This additional information enables Elan's underwriting team to approve more card members. (DESCRIPTION) Elan employee working at desk. (SPEECH) The CRC also recognizes incomplete applications and triggers a block on submissions, a leading cause of turndowns. (DESCRIPTION) Transition to screenshot of Client Resource Center. Text animates onscreen, “Recognizes Incomplete Applications”, “Triggers A Block On Submissions” (SPEECH) The credit decision system completes systemic reviews within seconds. (DESCRIPTION) Close-up footage of credit decision system. (SPEECH) Based on Elan's underwriting methodology, the application will receive an instant approval, decline, or referral to a manual review. (DESCRIPTION) Footage of employee working, text animates onscreen “Application”, “Instant Approval”, “Decline”, “Manual Review” (SPEECH) Roughly 75 to 80% of all applications receive a systemic decision of approved or declined. The remaining 20 to 25% are routed to a credit analyst for review. (DESCRIPTION) Up close footage scrolling through credit decision system, text animates onscreen with corresponding voiceover. “Application Review”, Circle fills up to 75% with “Systemic Reviews” text underneath. To the right, circle animates on, filing up to 25% with “Credit Analyst” text underneath. (SPEECH) All small business card applications for lines over $25,000, along with company card applications go through manual review. (DESCRIPTION) Footage of Elan employees working, banner on bottom reads “Manual review for lines over $25k” with “Small business and company card applications” below. (SPEECH) Credit analysts look at the details of the application, credit bureau and relationship to determine credit risk and justification for approval (DESCRIPTION) Footage of Elan employee working at desk, text animates onto left of screen, “Application detail”, “Credit bureau”, “Relationship” (SPEECH) Even with these additional steps, Elan has maintained an industry leading turn time, on average from the time we receive the application… (DESCRIPTION) Various footage of Elan employee's working. (SPEECH) an approved card is in the hands of the card member in seven and a half days. (DESCRIPTION) Screen transitions to split screen, footage of person holding a card on right, on left of screen text animates on “Card received within 7.5.days” (SPEECH) To continue this trend, our employees and departments take pride in completing tasks quickly, ensuring card holders can use their new credit cards as soon as possible. (DESCRIPTION) Footage of Elan employee working at desk, up close footage of a person making an online transaction with card in hand. (SPEECH) Elan produces daily application status reports that our partners can view any time. If an application is pending decline, a reason code will be listed. (DESCRIPTION) Footage of Elan employee working, text animates on left of screen “Daily application status reports” (SPEECH) Elan waits 10 days after denial before sending out an adverse action notice, allowing our partners time to provide additional applicant information that could assist with an approval. We want our partners to be involved in this process. That's why we have a direct line into the underwriting department so partners can provide additional applicant information firsthand. (DESCRIPTION) Footage of Elan employees working, banner animates on bottom of screen “10 day waiting period” “Partners can submit additional applicant information” with corresponding voiceover. Text animate on to right of screen “Direct line to underwriting” with corresponding voiceover. (SPEECH) Music playing. (DESCRIPTION) Transition to title screen, “Fraud & Disputes Management” (SPEECH) All of Elan sites offer fraud prevention and dispute services coverage 24/7 365 days a year, (DESCRIPTION) Footage of Elan Service Center, banner on bottom of screen reads “Fraud Prevention and Dispute Services” “24 hours a day / 7 days a week / 365 days a year” clock icon on left of banner. (SPEECH) we consistently maintain some of the lowest fraud loss rates in the industry, due to our focus analytics, state of the art prevention tools, and effective recovery processes. (DESCRIPTION) Footage of Elan employees working, text animates on right of screen with corresponding icons, “Lowest fraud rates in the industry”, “focused analytics”, “fraud prevention tools”. “recovery processes” (SPEECH) We strive to prevent fraud from the beginning. Elan uses a variety of fraud risk scoring models and identity verification tools to uncover potential fraudulent account applications. (DESCRIPTION) Footage of Elan employees working, text with corresponding icons animate on the left, “Fraud risk scoring models”, “Identity verification tools” (SPEECH) Additionally, Elan employs a dedicated team to contact applicants and provides enhanced identity authentication when necessary. (DESCRIPTION) Footage of Elan employees working, banner on bottom of screen reads “Enhanced identity authentication” with magnifying glass icon on left. (SPEECH) Always working closely with law enforcement and industry consortiums to stay ahead of fraud trends, Elan closely monitors for potential retail data breaches. Cards may be re-issued when a significant breach is identified. (DESCRIPTION) Footage of Elan employees working, footage of credit cards being produced. (SPEECH) To further reduce the risk of account compromises, Elan is continuously improving the authentication tools and procedures within customer contact areas. (DESCRIPTION) Footage of Elan employees working, text animates on left of screen with corresponding icons, “Continuous improvement”, “authentication tools”, “procedures” (SPEECH) We take a proactive approach to resolve suspected fraud. Elan leverages text message messaging and phone calls to communicate with card members. Card members may also be contacted directly by a fraud specialist to open a fraud claim. (DESCRIPTION) Footage of Elan Employees working, close up footage of someone writing a text message (SPEECH) Elan utilizes state of the art inbound and outbound phone IVR systems to present information about suspected fraud and allow resolution. (DESCRIPTION) Footage of Elan employees working, text animates on left of screen with corresponding icon, “Interactive voice response systems” (SPEECH) Our communication goal is to minimize interruption through efficient notification. (DESCRIPTION) Footage of Elan employee working, banner at bottom reads “Minimize cardmember disruption using efficient notification” (SPEECH) We understand that nothing is more disruptive than dealing with fraud. If fraud has occurred, Elan takes steps to minimize impact to the card member, (DESCRIPTION) Close up footage of the word fraud, footage of service center. (SPEECH) including immediate credit to the account for all disputed transactions until the dispute is resolved. (DESCRIPTION) Close up footage of person typing on keyboard, banner on bottom of screen animates on with text “Immediate credit applied for all disputed transactions until resolution” (SPEECH) 65% of fraud issues are resolved with the first call without the need for a written dispute request from the card member (DESCRIPTION) Footage of service center, text animates on left of screen “65% first call resolution rate” (SPEECH) If an in-depth review is required, a dedicated team reviews each fraud case, challenges suspicious submissions, and ensures all merchant chargeback opportunities are completed to maximize the lowest net fraud loss possible. (DESCRIPTION) Text animates onto light blue screen, “Dedicated Team”, “reviews each fraud case”, “Challenges suspicious submissions”, “Ensures all merchant chargebacks”, “Lowest net fraud loss possible” (SPEECH) Fraud is continually present in today's payments industry. Our goal is to deal with that threat as efficiently as possible with minimal interruption to the card member. (DESCRIPTION) Footage of Elan employees working, people having a meeting. (SPEECH) Music playing. (DESCRIPTION) Title screen, “Card Issuance” (SPEECH) Elan's Fargo Service Center issues cards in the same location that the applications are received. Managing the entire process from end to end allows us to provide better service to our partners and their card members. Fargo runs a full-service card issuance operation… (DESCRIPTION) Footage outside of Fargo location, inside the service center, Elan employee working. (SPEECH) issuing nearly 75,000 cards each day with over 12 million plastics on hand in our secure vaults. (DESCRIPTION) Close up footage of credit cards being produced, banner on bottom of screen reads “75,000 cards per day” (SPEECH) Major card brands are supported including Visa, MasterCard, and American Express. (DESCRIPTION) Close up footage of employee working with credit cards. Visa, Mastercard, and American Express logo animate on the left of screen. (SPEECH) A new aspect of card issuance is EMV migration. Fargo equipment is fully configured to support 100% EMV card production and will be solely issuing EMV cards in advance of the network liability shift dates (DESCRIPTION) Close up footage of card over a card reader with holographic EMV icon, close up of cards being produced with banner on bottom that reads, “100% EMV Card Production”. Close up footage of hands flipping through a stack of credit cards. (SPEECH) Security and accuracy are our highest priority when issuing credit. Fargo is equipped with 24/7 building security featuring monitor digital security cameras and secure badge and code access. (DESCRIPTION) Footage of Fargo Service Center, showing various security measures. (SPEECH) Fargo is PCI compliant and performs daily audits on all work in progress. (DESCRIPTION) Footage of Service Center, banner on bottom reads, “PCI Compliant”, “Daily audits of all work in progress” (SPEECH) Accuracy is maintained throughout our state of the art mailing process with personalization in the card issuance package. Partner branding is established at the point of application and throughout the card issuance process. Branding consistency is tracked with barcode technology, and the quality of the card embossing and mailing process is tracked through automation. (DESCRIPTION) Close up footage of cards being processed, hands flipping through stack of credit cards, desktop with QR code on screen. (SPEECH) Being responsive to Cardmember needs is what makes us an industry leader. Elan offers additional services like emergency next day card replacement and standard overnight rush card processing for lost stolen or replacement cards. We understand that going the extra mile advances our partners brand. (DESCRIPTION) Various footage of service center and Elan employees working, Banner at bottom reads, “Emergency card replacement”, “Standard overnight rush card processing” (SPEECH) Music playing. (DESCRIPTION) Title Screen, “Cardmember Service” (SPEECH) Elan's card member service is one way we become an extension of our partners. The card member command center manages all incoming call traffic to various service centers. It is staffed with specialized service advisors who have extensive system knowledge and an average tenure of over three years. (DESCRIPTION) Footage of Service Center, footage of Elan employees working. (SPEECH) The call center employs over 400 frontline advisors and leverages an IVR that has both speech and touchtone capability available 24/7 with English, Spanish and Korean languages supported in house as well as additional languages supported through a third party. (DESCRIPTION) Footage of call center employees working, text animates on left of screen “Call Center”, “400 front-line advisors”, “IVR system”, “Available 24/7/365”, “English, Spanish, Korean support”, “Additional languages available” (SPEECH) Elan employees are trained on all systems products and compliance and customer treatment components. Service advisors receive extensive classroom and on the job training, leaders receive additional education through a management basics course, strength finders, and payment academy training. (DESCRIPTION) Footage of Elan employees working, training, and at a meeting. (SPEECH) To ensure training effectiveness quality checks are in place. Monthly scorecards are reviewed in person with each service advisor to test consistency and quality. (DESCRIPTION) Footage of Elan employees interacting, Service Advisor chatting with employee. (SPEECH) Each scorecard highlights accomplishments, service quality, goals and development opportunities, and knowledge management. (DESCRIPTION) Footage scrolling through a scorecard. (SPEECH) In addition, service advisors are measured on handle time customer surveys and internal quality reviews. (DESCRIPTION) Footage of Elan employees working. Text animates on left of screen, “Handle time”, “Customer surveys”, “Internal quality reviews” (SPEECH) We aim to create a best in class experience for our partners cardmember base. Cardmember Services actively seeks customer and employee feedback through the use of surveys and call monitoring. (DESCRIPTION) Footage of Elan Employees working at call center, banner on bottom reads, “Best-in-class experience”, “Actively seeks customer and employee feedback” (SPEECH) At the end of every call a customer may opt to take a two-question survey. Did the service advisor you spoke with resolve your inquiry? Have you called about this specific issue in the past? and “Were we able to help you?” (DESCRIPTION) Footage of Elan employees working, text animates on left of the screen, “Was your inquiry resolved?”, “Have you called about this issue before?” (SPEECH) In our results last year of over 150,000 surveys, we scored positive feedback 92% of the time, and we strive to create value for our partners throughout a continuous process of improvement. (DESCRIPTION) Text animates on screen, “150,000 Survey Responses”, to the left a circle animates on and fills to 92% with “92%” in the middle of the circle. (SPEECH) Elan comes to market with the industry's best trained, most dedicated, and empowered service advisors to deliver the best experience possible. (DESCRIPTION) Footage of Elan Service Center, Jim Johnson speaks over footage (SPEECH) We believe financial institutions are looking for a proven market leader, one with innovative technologies and processes, as well as a collaborative relationship that can build a strategic partner program. We believe that Elan can deliver on all three of these. (DESCRIPTION) Footage of Jim Johnson being interviewed. (SPEECH) Music playing. (DESCRIPTION) Elan logo animates onto screen