EFTA01382703.pdf

I/A Table of Contents Our Operations Our operations include a wide range of client service and processing functions that enable us to serve and support our clients across all of First Data's business segments. Led by our Chief Operations Officer, the team consists of over 11,500 employees globally and focuses on: Delivering a high-quality, end-to-end client service experience across ow suite of commerce-enabling solutions; Executing our internal operating cost and productivity improvement strategies; and Establishing a control environment that helps to ensure business continuity, minimize operational risks, and maintain an effective risk governance framework. We have developed an operational excellence program that supports our cost and productivity improvement strategies by helping our management review processes to drive down the demand for resources, reduce expenses and drive greater value for our clients. We have also developed a Global Process Head program to optimize the effectiveness of our operations organization. The Global Process I-lead team is comprised of senior managers responsible for the performance of end-to-end processes across global sites. The team (1) determines strategic priorities for technology development supporting key projects and service excellence, (2) analyzes and monitors operating metrics globally, (3) enhances the level of service performance delivered to clients, and (4) delivers operating efficiencies across proctsros. Our operations and support scnices include: • New Client Onboarding — Our new client onboarding team works closely with the sales force to deliver a seamless transition from sales to implementation to ongoing client services. Our client onboarding team is responsible for setting up business and financial institution clients on the appropriate platforms and managing the activation process. including communicating to and educating our clients about how to successfully provision their solutions. • Client Service / Account Management — Our contact center team handles in-bound client service calls ranging from basic account maintenance requests to emergency technical service calls. We offer various levels of support for our clients and partners, including multi-lingual and 24/7 support. We also are increasingly providing self-service tools that put our clients in control to address service requests quickly or on their own time. Our account management team, which is assigned specifically to large business and financial institution accounts, also regularly reaches out to clients to assess their service needs and proactively improve their client experience. In some instances, individual large accounts have fully dedicated account management and client service teams. • Settlement Operations — Our settlement and funding team is responsible for setting the guidelines that determine the speed at which our businesses receive funds for electronic payment transactions processed. We also manage the settlement, clearing and reconciliation process with financial institutions and payment card networks. • Disputes / Chargebacks — Our disputes and ehargebacks team provides case management support on behalf of our clients when disputed charges are filed. We work with the payment card networks and card issuing banks involved in disputed transactions to determine whether fraud occurred by collecting and analyzing relevant information and records from the merchant, such as signed receipts, to determine liability. As appropriate, we also initiate collection processes to ensure our business clients get reimbursed for certain disputed charges. We also provide chargeback services to some issuing clients. • Terminal Distribution / Supply Chain Management — Our terminal distribution team manages the deployment of POS devices and related accessories. such as PIN pads and label printers. We provide a variety of services such as: procurement, warehousing and inventory control; terminal programming 145 http://nwsee.gov/Arehivesfedgar/dataM83980/000119312515334479/d31022dsla.htm[10/14/2015 9:06:38 AM] CONFIDENTIAL - PURSUANT TO FED. R. CRIM. P. 6(e) DB-SDNY-0082164 CONFIDENTIAL SONY GM_00228348 EFTA01382703