CIBC REWARDS June 2020

CIBC REWARDS June 2020

AGENDA — Program Overview Card Types & Perks Reason Card Holder Calls Registration & PCI Compliance CIBC Website Overview Fulfillment Terminologies Return Request & Error Codes Proprietary Confidential 2 Aventura Travel Enhancements Estate & Auction Internal Triggers & Frauds Hot Alerts Points Pooling Redemptions T&C Shipping

Program Overview —

The CIBC Aventura credit cards offer CHs the ultimate in flexibility so that they can travel when they want. Aventura points can be redeemed for a wide variety of rewards options such as travel, gift cards, merchandise and lifestyle rewards. Proprietary Confidential 4

CIBC Rewards - Hours of Operation Monday – Friday: 9 am ast – 10 pm ast Saturday: 9 am ast – 6 pm ast Sunday & Holiday ( closed) Email: [email protected] Proprietary Confidential 5

Ineligible Card Types When CIBC started out their original cards were the Vacation Gold and Gold Visa cards. These cards are no longer available at market however, those that still have these cards, are able to redeem their points from their own online banking catalog. CIBC Vacation Gold Visa Card CIBC Gold Visa Card (still valid) The Gold Visa Redemption points value and redemption options/catalogs are different from those of the Aventura. Proprietary Confidential 6

Card Types —

CIBC Aventura Visa CIBC Aventura Gold Visa CIBC Aventura Infinite Visa CIBC Aventura U.S. Dollar Visa CIBC Aventura Visa for Business (small business) CIBC Aventura Visa for Business Plus CIBC Aventura MasterCard CIBC Aventura World MasterCard CIBC Aventura World Elite MasterCard CIBC Aventura Platinum Visa CIBC Aventura Visa Infinite Privilege (Aventura VIP card) Proprietary Confidential 8

Welcome CIBC Aventura Gold Visa* Card Aventura Points that’s up to 800 towards your next flight. Plus, get a first-year annual fee rebate! Annual fee 120 Minimum annual 9 Proprietary Confidential income

CIBC Aventura Visa Infinite* Card Earn up to 35,000 Aventura Points – that’s up to 800 towards your next flight. Plus, get a firstyear annual fee rebate! 10 Proprietary Confidential

CIBC Aventura Visa* Card for Business Earn up to 35,000 Aventura Points. Plus, get a first-year annual fee rebate. Annual fee - 120 Minimum annual income 12 Proprietary Confidential 35,000 individual

Earn up to 35,000 Aeroplan CIBC Aventura Visa* Card for Business Plus Miles. Plus, get a firstyear annual fee rebate. Annual fee - 120 first card Each additional card: 50 (Maximum of 15 cards per account) Minimum annual income Credit approval based on 13 Proprietary Confidential business

CIBC U.S. Dollar Aventura Gold Visa* Card Double your Bonus Points — get up to 5,000 Aventura points. Annual fee 35 US Minimum annual income 14 Proprietary Confidential 15,000 household

Redeem for a selection of CIBC Aventura MasterC ard travel rewards including unrestricted flights on hundreds of airlines worldwide, hotel stays, and vacation packages. You can also choose from a wide selection of merchandise, gift card 16 Proprietary Confidential

travel rewards card that combines travel CIBC Aventura World MasterCard flexibility, strong rewards earning potential and comprehensive insurances. 120 primary card annual fee. 17 Proprietary Confidential

your card. Earn more with CIBC Aventura World Elite MasterCard the Points Multiplier feature providing 1.5 Aventura Points per 1 you spend on eligible gas, grocery and drug store purchases. Redeem for a selection of travel rewards including unrestricted flights on hundreds of airlines 18 Proprietary Confidential worldwide, hotel stays, and

CIBC Aventura Platinum Your CIBC Aventura Platinum Visa card comes with the promise to help CH get the very most out of their credit card 19 Proprietary Confidential

Earn 50,000 Aventur CIBC Aventura Visa Infinite Privilege * Card (VIP) a Welcome Points that's up to 1,000 towards your next flight. Annual fee 499 Minimum annual income 20 Proprietary Confidential 200,000 household

CIBC Pace It —

Value for OUR clients With CIBC Pace ItTM we’re helping OUR clients realize their ambitions by making it radically simple to manage the payment of the big things that matter, at a pace they decide. Simple Simple 3 step process to create on CIBC online/mobile banking Manage one credit card payment Flexible Plan options available, with a fee of 1.5% of purchase amount: Convenie nt 22 6 months @ 5.99%, 12 months @ 6.99%, and 24 months @7.99% No additional approvals or credit checks Continue to earn your rewards, and other card benefits such as Insurances or Nexus

Creating an Installment Plan 1 2 3 “Eligible for Installments” flag indicates: Eligible client (ie: good standing, non-Quebec) Eligible Visa cards (not MasterCard, USD, Business) Minimum 250 purchase posted in current statement period All other criteria met 23 CONFIDENTIAL Select eligible transaction to be converted into an Installment Plan Choose a monthly Installment Option Agree to Terms & Conditions and click Confirm

Reason CHs Contact Us —

Proprietary Confidential 25 Redemption Inquiries Points Balance Inquiry Add/Delete a Delegate Registration Unlock Account Promotion/Campaign Inquires Order Status (lost in transit & undeliverable etc. Estate Redemption & Auctions Fraud Redemption/s

Additional Catalogs —

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Transfer Calls —

1. Financial Inquiry (credit card, billing, charges, fees) 2. Profile Update 3. Error codes 4. Pay with Points Redemption Option 5. Travel Bookings & Cancellations 6. Travel Insurance Inquires 7. Points Transfer from Gold to Aventura as well as from Aventura to Aeroplan There are no exceptions to #7, this cannot be done as they are two separate reward card. Note however, transferring from Aerogold to Aeroplan is possible only by manager approval in branch transfer to customer service. Proprietary Confidential 29 Aerogold is the credit card & Aeroplan collects the

How are points earned —

Cardholders earn points based on purchases charged to their credit card. Whenever purchases are made they will earn 1 point for every 1 dollar spent. There are usually new enrollment bonus points offered such as email opt-in and subscription bonus points. Whatever bonus points that are offered will come with terms and conditions; which most times must be met within 60 days of account open date. All bonus points are usually awarded within 90 days (3 billing cycles) after t&c have been met. Any points inquires (bonus/missing pts) please transfer to Customer care. Proprietary Confidential 31

What is the PCI Room? —

Payment Card Industry Data Security Standard Due to our CH data – we have a secure room used for registration purposes – we DO NOT ask card holders for their bank card numbers on the floor Once we have exhausted all possible options to locate a CH profile or we have established the fact that they have never registered or redeemed before they MUST first register. Proprietary Confidential 33

Points Pooling —

Cardholders that have the US Dollar Aventura Gold Visa can pool points/transfer these points to any other Aventura products that are in their name. Cardholders that have the US Dollar Aventura Gold Visa & Business cards can pool points themselves online (all other cardholders will have to call in to our rewards department). Points cannot be transferred to or from Gold Visa cards. Points cannot be pooled from a closed account. CH MUST transfer points before closing the account Proprietary Confidential 35

Redemption Terms & Condition —

Once a CH orders an item, we MUST state the terms and condition. “Before I place this order Mr. Customer, please note that the order cannot be cancelled, exchanged or returned; there are no refunds, this order will be final. Kindly allow 3-5 weeks for delivery and we will be shipping your order to address - Do you agree to the terms and condition? The Soft Approach: “although the T&C’s state 3-5 weeks” – we will try to have your orders shipped as soon as we can. In case there is any delay - we are able to investigate after 5 weeks. Allow the CH to respond and then place order; provide CH with their order confirmation # and remaining points balance. Note also if CH places multiple orders at the same time kindly advise them that the items may come separately however they will all deliver within the standard 5 weeks. Proprietary Confidential 37

Gift Cards Gift cards cannot be cancelled or returned once the order is placed; please educate CH accordingly. If the CH called within 10 minutes of placing the order with concerns regarding the shipping address, still advise the CH that the order is final however you cannot make any promises but will investigate to see what can be done in redirecting their order to the alternate address Jewelry & Electronics Orders are final – However if item is incorrect or damaged upon delivery follow the order return process accordingly. Exception may be given if CH receives package did not open and changed their minds (no guarantees we can only put in a request on behalf of the CH) Proprietary Confidential 38

Lost in Transit A gift card is considered Lost in Transit once 4 weeks have past from the shipped date and CH has not received said item. Once CH calls agent MUST confirm shipping address (request an alternate address if CH may be at work during delivery hours) Note: The second shipped will be by courier (FedEx) therefore someone will need to sign for the gift cards Make no promise the process may take awhile Fulfillment check card balance – cancel lost card/s & investigate – after investigation FT will advise admin accordingly Proprietary Confidential 39

Shipping —

Orders over 200 – Courier Orders 199 and under – Canada Post Gift cards above 200 is always shipped via FedEx Proprietary Confidential 41

Fulfillment Terminologies —

Drop Ship – Item is shipped directly from the supplier Cancelled Order – Order was cancelled by Bond or Supplier and CH points have been reinstated Back Order – Item is not in stock – ETA request must be made (gift cards are handled without ETA) Lost in Transit – After 5 weeks from shipment date item has not been received by member Return – Item must be returned within 30 days from delivery date/action in system (reship/points reinstatement). Jewelry and electronics are not eligible for return; item received damaged CH must contact us within 30 days and for jewelry within 10 days Discontinued - End of life/No longer manufactured Address Update – Same day request escalation (no promises) Undeliverable – After multiple attempts were made to deliver item or item was not claimed, item shipped back to warehouse (CH options are to reship or cancel) Proprietary Confidential 43

Return Request Form —

Once the CH answers the relevant questions, copy and paste the answers into the tickets and create the same for admin to action. We MUST ask for pictures whenever we are completing a return request form especially when the item is damaged as this will expedite the return or exchange process. If after investigation the fulfillment team agrees or sees fit for an item to be returned, or exchanged, they will then instruct our Admin to create and send a return Waybill to the CH via email. Sometimes if the item is a drop ship the vendor will send the return waybill to our admin who will then send the same to CH. Upon receipt, the CH will print out the waybill and attach it to the original package (the waybill as a barcode) and the CH will ship the package with the designated courier outlined on the waybill. Courier will return to vendors address

What are Error Codes? —

These are blockers that CH will experience when attempting to register or log into their rewards profile. We have a list of error codes – please follow the instructions given on the spreadsheet provided. The most common error codes Please refer to the Error code excel cheat sheet LP Error 202 - Incorrect info being submitted at registration LP Error 205 – Incorrect registration info submitted multiple times (5) resulting in a full account lockdown which only can be lifted by CS BL103 – Missing phone#, profile info or account switch LP 900 – Internal Technical Issues

Estate & Auctions —

In the event a CH is deceased and their executor calls in to our reward department; most times it is to advise us that they have submitted all the required documents to CIBC such as (death certificate , will or letter of authorization) – this process takes an average of 6 weeks or more Agent must ask the executor for the following information – agent then can check the “LIST” to see if there is an approval for redemption on said account In Synapze agent will search est of – last name of the deceased and postal. If the profile populates there will be a note in the “note box” as to how to proceed. If not the agent will need to complete the below form and forward to Estate Admin asap.

Dragon Pass —

Hot Alerts —

Hot Alerts comes in the form of various complaints and or most times experience when placing an order Every time an order is placed a survey is sent to CH and once their response is in a form of a complaint then this triggers the hot alert 1. 2. 3. 4. Why does it take so long to be shipped Why are you shipping FedEx and not Ups The agent was rude I ordered black I received white ***Explain the escalation process accordingly***

Recap —

Open with the appropriate greeting, verify, provide points balance, then assist. Ask probing questions (be willing to help/can do attitude all the time) Use the CH name throughout the call Promote online when applicable Navigate CH to do it themselves once they have computer access When would you warm transfer vs cold transfer Aim to have a 1st call resolution/transfer calls only when there are no other options Always have CH agree to the T&C when placing an order (credits are non-reversible while gift cards and other tangible items are non-refundable, final, and cannot be returned A form must be filed for PCI callbacks. Estate, Hot Alerts and fraud issues must be handled promptly and escalated to admin always Know the difference between the gold cards and the current Aventura products

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Thank You —