Fulfillment Channel Services MSP Channel Management Client Solution Implementation Group Lisa Brooks Carmichael Kristen Addington

You Spoke – We Listened Our goals today Communicate the changes Fulfillment Services has made since we last met Share how these changes can drive more revenue for the MSP and more business to Elavon Fulfillment

How did we accomplish this? 2010 Accomplishments Decrease Decline numbers Decrease Pending and Return numbers Develop consistency in underwriting Revise policies and procedures INCREASE Approvals! How did we accomplish this? Fulfillment

Value Add delivered 2010 Decline Review Committee EVERY SINGLE decline recommendation is reviewed by the Sr. Credit Management team at Elavon. Result An increase in the overall approval percentages Revisions to various policies and procedures (improvements) based on what the decline committee is seeing Consistency in decisions Reduce wasted escalation time from your office.  Bottom-line is that when you see a decline it has ALREADY been reviewed by management.  SIGNIFICANT reduction in escalations AND in the few cases where escalations occur, the decline decision stands. Fulfillment

Value Add delivered in 2010 Pending Review Senior Credit Management conducts a one hour review session with each underwriter to evaluate every single pended file they have. While this is time consuming it results in the following: More approvals. We are overriding some pends Reduction in pending and return Improved response time on handling pends based on proactive communication . Fulfillment

2010 MSP Sales Year-to-Date Highlights Month Apps Received Approved Declined Returned January 2897 92% 208 153 February 3300 93% 226 203 March 3759 91% 307 April 3933 289 198 May 3372 96% 110 241 June 3798 95% 168 207 July 3310 97% 101 192 August 3708 209 September 3808 103 197 Fulfillment

Value Add Delivered in 2010 Internet pends are a TOP pending reason Breakdown: 3 month Total/Average Total Internet Pends 945 Average internet pend % 13% Average days from pend to approval 8.28 Average Return rate 18% Fulfillment

Internet Pends IMPROVED! Underwriters will review the Application and website. If any website requirements are missing the application will pend as normal. An internet pending phone team will now reach out to the MSP to offer conference appointments in which the merchant and/or web developer are encouraged to attend. Fulfillment

Paperless Applications Development and testing begins in 4th QTR 2010 Uploading becomes an MSP Fast application option Eliminating faxes and emails of application packages to Elavon! Creating a Paperless pending process Bringing efficiency to the application review procedure You will no longer experience: “lost paperwork” “app is missing” “Let me go get that file” Fulfillment

Trend Analysis Top Pend Reasons & Resolution Ideas W-9 data not complete: must match IRS Records for the business 3rd party financials/tax returns: must be provided including Balance sheet, Income Statement, Cash Flows and Financial notes. Proof of Existence: This is required on ALL applications. For the 19 commonly used forms of POE please go the Info Center. All Internet Requirements not met: All ecommerce merchants must meet the 8 requirements set for by Visa MasterCard. See Info Center Personal Guarantee: Owner must sign the Personal Guarantee section in order for credit to be pulled. Fulfillment

What’s Next for 2011? Focus on reducing the number of Returns Implement Paperless App Process Continue increase in approvals Reduce Internet Pends Listening – Tier 2 feedback Pending Phone Queue Fulfillment

Client Solution Implementation Group Client Solution Implementation Group (CSIG) Encompasses and streamlines all processes within Fulfillment Ops to work more direct with the RM and MSP Areas of Involvement: Project Manager assignment Boarding Underwriting Deployment Merchant Activation Project Completion Turn over to RM RM MSP CSIG CSIG

How to Engage CSIG? Work directly with the Elavon Relationship Manager to determine if the deal requires CSIG project management Large and/or complex accounts with processing volume over $5M annually Existing large or complex account that is adding services CSIG

IMPLEMENTATION REQUEST CSIG Support during Implementation Request process: Acknowledgement email within 24 hours CSIG will work directly with the RM to determine the appropriate actions that need to be taken CSIG will then work direct with the MSP upon being introduced by the RM IM will hold a discovery call with the RM and the MSP to understand the deal and expectations around set up, time frames and activation plan. CSIG

CSIG DISCOVERY ITEMS Internal/External participants in Implementation Client Overview Opportunity History Sales paperwork Pre-qualification Status Pricing Existing Solution Proposed Solution PCI Interchange Account Set-up and Configuration Reporting Implementation Criteria for Success CSIG