Confidential Balance Transfer Goals and Features

2Confidential The goals mainly focus around helping the customer complete balance transfers and pay them off prior to their teaser expiration Balance Transfers Completed –# BTs processed –$ of BTs processed –Electronic vs. Agent vs. Check Decline Rate Reduced –% BTs declined Process Time –Time in experience Reduce Bounce Rate –Bounce rate –Phone calls after leaving digital –Chat usage Reduce Call Volume Post Completion –# Calls after transfer saved –Call times after transfer saved Customers Pay During Teaser –# Complete vs. # Increase APR Reduce Customer Debt –Bureau debt post transfer –Revolving vs. Spend BTs Fulfilled Electronically –Electronic vs. Check vs. Rejected Balance Transfer CreationPost Balance Transfer An additional overall goal would be to increase the NPS and CSAT of customers who are taking advantage of balance transfers.

3Confidential List of features we came up with to help us meet the goals ACH transfer directly to bank account Appropriate communications throughout the process DeBTucation Flexible Terms – Duration, Rate, Fee Interest Saver Payment Amount *Multiple transfers No Hassle Checks only when available Mobile Payment comparison across various other options (e.g. loan, refinance, etc) Payoff Schedule (including estimated spend) See how much I have left to pay and how long I have to pay without interest See the status of my transfer *Select how much and where to transfer the money *Select into which COF account to transfer *Select which offer you would like to accept Take a picture of your card *Terms & Conditions Validate information * Items which exist in the BAU experience With all of this, the main thing is that we want to make this a simple experience.