Operations Damian Tanenbaum Executive Vice President, Operations

Agenda Operations Overview Partner Concierge Knowledge Management Q&A

Sales Operations Support Knowledge Management & Process Improvement Effectively enable timely onboarding & deployment, world-class contact center support, ongoing maintenance, continuous risk mitigation & relationship management for the life of a customer (merchant, agent, partner) Key Functions Back-Office Risk Operations Contact Center Sales Operations Support (Agent Service) Customer Advocate Knowledge Management & Process Improvement Roles & Key Initiatives Data Entry Boarding Tech set up Account Maintenance Deployment Compliance Underwriting Risk Customer Support Technical Support POS Technical Support Special Operations/ Tier 2 Agent Support Partner Concierge Welcome Call CX follow up Retention Relationship Management Project Coordination Documentation Training Delivery Communications Quality Assurance Vendor Management Enabling Straight Through Processing Acquiring vs. PGS Developing Auto-Underwriting Improving Service Levels First Call Resolution Response time Net promoter index Enhancing their offering More site visits Continued development of training modules and QA processes 3

Partner Concierge Partner Concierge works with our POS Partners for post sales inquiries with a focus on Technical Support and Customer Service. The team’s mission is to provide a concierge-like, white glove approach to improve the overall Partner experience. A dedicated team that has extensive knowledge of the POS solutions Cayan supports Improved communication path for both Cayan and Partner Escalations, Case Management and Call Center activity Streamlined feedback loop providing consistent updates to Partner inquiries

Knowledge Management The team is responsible for identifying, documenting, communicating & delivering training to Operations, Sales and the rest of the organization. The team also leads quality and audit efforts around said training. Additional tasks include turning information from within the industry & our vendors into knowledge and its internal & external distribution. Ops/Sales One TEAM Industry leading training tools: Litmos, webinars, videos) Continued development of Cayan online self help center In person partner, major merchant training sessions Quality assurance is used for training & coaching