SI Rules Overview – 12th June

Ongoing Initiatives – Singapore and Hong Kong

Decision SMSCurrently decision SMS is triggered in Hong Kong and India. However for SGD, no SMS is triggered when application is approved. This change would result in reduction of IB calls and improve customer satisfaction.Verbiage: “Card approval notification Welcome to American Express. We’re pleased to inform you that your new Card has been approved and will arrive in the post within the next 5 to 10 business days”.Current Status: Risk, Marketing, Sales and Business are alignedTentative Implementation date : Request to be submitted by business (June)

Missing info Logic We-need-code “GN" and “AA” – SGD - Application with missing Gender assigns we-need-code "GN" and “AA” for alternative address. These application pends in worklist 201. From standardization standpoint these applications should not pend. “AA” “878” applications and 10 for “GN “ we need code in Q1, 2014.Change: Moving these we-need-codes assignment post bureau.Benefit: Reduced cycle time as application will not pend pre-bureau and process till post bureau. Contact strategy is in place at this phase which would help obtaining these details sooner.Tentative Implementation date : Request is being worked upon (June)

Address verification for AOS/SOB through Basic applicant - SGD

We are proposing to do address verification for AOS/SOB applicants through basic application. Change already exists in HKD and we have proposed to have the same in Singapore. In Hongkong, this change as resulted into $2.5K

Benefit: Supp applications will not pend for no address/incomplete address.

Tentative implementation date: Would align with business to open request

CQ Cancellation

CQ cancellation is a manual cancellation and it happens based on customer requests. As on today we are sending out communication letters to applicants. We propose no letter needs to be sent on this occasion since applicants are aware of this cancellation.

Benefit: Save on letter cost. CQ cancellation@ Singapore 2013 > 1341CQ cancellation@ Hongkong 2013 > 1781

Tentative implementation date: Alignment ongoing with business

C4 Cancellation•This cancelation contributed to 33% of Inbound calls on call status update

•Aligning on top 10/12 reasons under C4 cancellation with Ops and Sales

•Resource aligned from product team to create letter templates•Rules team can create new We Need codes and trigger letter post cancellation

•Forecasted annual saves of $ 52,569•Expected implementation date - July

•Currently have 3 days SLA with 5 agencies to complete verification process

•Proposal – PCNs to route to another worklist on day 4•Have governance if agencies TAT is busted•Potential benefits – Improvement in processing time, act as audit and control point and potential cost saves for the organization

•Business is aligned and the request will be submitted soon•Expected implementation date - June

•Letter mapped with Payback CA cancellation code. The cancellation will happen on 45th day & only for cases with WL status as 202

•Also created 6 Letter codes for aged cancellation for Plat travel, Jet, Plat Standard, Plat reserve, Charge standard & GRCC Gold

•This contributes to 5% of call volume•These letters would ensure all inbound calls triggered due to high aged PCNs are reduced/eliminated

•Process excellence team confirmed annual saves of $7,965

•Earlier no letter was generated on CU cases when app came with RG & STD product & sub product combination

•We identified this gap. Letter was created and triggered through GNA Rules. Project was implemented on 7th April

•Benefits- Improved Customer Satisfaction and Reduction in Inbound calls

Improvement @ India Market

215 Verification

Letter for CA cancellation Dup Cancellation Letter

Work stream : Contact Strategy

New To Credit

IC Team Credit Info Agency

7-10 days 1-3 days + 3-7 days 7-8 days + 2-3 days 2 days 2-3 days 7-10 days

IC Team Media Team

7-10 days

Day 1 Day 15 Day 26 Day 28 Day 30 Day 38 Day 45

Executive Referral Team

** The cycle times are estimated basis GNA - MIS and Knowledge of NTC - SMEs/CCPs

Letter sent to Customer along with 4506-T form.

Customer fills and submits the form.

ICT reviews 4506-T form for completeness and submits to CBH for transcripts.

If not OK submits corrected form to DATAMARK for reprocessing or asks Customer to send new form

Equifax Reviews cases and sends back Transcripts.

If no response from Equifax, then approaches Veritax.

ICT verifies Income criteria, basis which Approves/ Declines case.

If WN codes on case, routes case to Media.

Media team receives routed application and resolves cases.

If not resolved letter sent to Customer

Final Communication sent to Customer w.r.t. final decision on Application

ERT reviews cases received from ICT and Media team.

Approves / Declines the case basis review.

Contact Strategy – AS IS

Redefine Contact Strategy - All V7/V8 cancelled applications to be routed to a dialer(predictive) enabled work list

Customized information - Contacted BCM could be informed about pending information on the application

Educate CCPs on NTC - Empower and Cross-skill Media/IC teams to drive effective goal

Customer Experience - Reduced cycle time with regular communication through channel of choice

Improved process efficiency - Lesser hand-offs; consolidation of existing specialized skill with regular skill gate

Email + Letter Letter Transcripts sent Transcripts received Letter

Key Opportunities

Current Process : Current contact strategy and time taken for correspondence

Work list B Work list C

Work list XXX (To be defined) Work list ME2

IC Team

Day 1 Day 02 Day 03 Day 15

• E-mail/letter and 4506-T form sent to Customer through rules (AS IS)

• 1st attempt made to contact the card member. If contact established , CCP would inform the process and would do AF post which app would follow current day 1 process

• App routed to next attempt work list by CCP in case of no contact and CCP would document OC entry and move to next case

• 02nd attempt made to contact the card member.

• If contact established , CCP would inform the process and would do AF post which app would follow current day 1 process

• App routed to next attempt work list by CCP in case of no contact and CCP would document OC entry and move to next case

• 03rd attempt made to contact the card member.

• If contact established , CCP would inform the process and would do AF post which app would follow current day 1 process

• If no contact made after 03 attempts CCP would document OC entry and AF the application which is current day 1 process

ICT reviews 4506-T form for completeness and submits to CBH for transcripts.

If not OK submits corrected form to DATAMARK for reprocessing or asks Customer to send new form

Contact Strategy : Proposed

Customized information - Contacted BCM would be informed about pending information on the application

Communication - Letter would be sent on day 1 to those applicants who don’t have email address

Redefined Contact Strategy - BCM would be assisted with Filling of 4506 – T form over the call

Reduction in cycle time - Card member could fill the form over the call and send it across

Customer Experience - Reduced cycle time with regular communication through channel of choice

Improved process efficiency - Lesser hand-offs; consolidation of existing specialized skill with regular skill gate

Email + call Attempt 02 Attempt 03Manual letter sent

Key Benefits :

Work list A

Application canceled V7 by Rules and routed to 900 worklist. Once canceled below strategy to be followed

Work list XXX (To be defined) Work list XXX (To be defined)

+

Project Plan

ICS

•Dialer Enablement – NASP Engagement request opened

•Use Click/Pick List for pilot – Time and Motion study to be conducted

•Capacity Planning – Ongoing

•PFP/Goals – To be aligned in partnership with Operations

•Predictive Testing – Would require segmentation, CCPs details and Compliance approval

Ops

•Pilot – Clarity on pilot location (AESCI or SLC) to have robust strategy

•Segmentation for pilot – Costco product (Highest volume in February and March)

•Required skill set – Identification of CCPs basis skill set

•Training Needs – Training of identified CCPs

•ECCO Updation – Ensuring timely completion of ECCO Projects

•TALX – Aligning on use of TALX to verify income details

•Working Days – Alignment on 5 days a week or 6 days a week

GNA MI

•Design Report/BI Reports required for pilot – To be aligned with Tuhin

•MIS Reporting – Introducing new reports

Rules

•Worklists – New worklists to be created for 1st, 2nd and 3rd attempt. Names to be provided by Ops

•Communication - Letter/Email to be triggered through rules

•Routing – Routing of PCNs to dialer enabled worklist for 1st attempt

•Other rule changes based on requirement

New to Credit Outline

Nov'13 Dec'13 Jan'14 Feb'14 Mar'14

BLUE RETAIL REWARDS GOLD AIRLINE REWARDS GREEN EVERYDAY PLATINUM HOTEL REWARDS AUTOMOBILE REWARDS BROKERAGE REWARDS OPTIMA CENTURION

Total 60 62 57 62 60Volume

60%20%

9%

6%5%

Intract SV Take One New Member Inbound TM Direct Mail

By Product - Volumes received in New to Credit (in 000s)

Channel split in New to Credit

53%

14%

27%

<1 Year 1-1.5 Years >1.5 Years

CBR tenure in New to Credit

Nov'13 Dec'13 Jan'14 Feb'14 Mar'14 Apr'14

17% 19% 19% 20% 20% 21%

50% 49% 46% 49% 51% 50%

33% 32% 35% 31% 29% 29%

Cancelled Approved Declined

New to Credit - Decision Summary

Top 5 Products

35

30

13

7 7 7

RETAIL RWDS BLUE AIRLINE RWDS GOLDGREEN Others

Top 5 Approvals (in 000s)