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Customer Service Management At WEX, our management and our staff are tasked with improving and enhancing the effectiveness and efficiency of all aspects of our service offering. Our charge is to maximize resources while creating and maintaining a balance between work expectations and personal lives. Keeping first line customer representatives invigorated and available to handle the next call requires support from an extended team of specialists to provide assistance with complex issues and ensure optimal staffing during peak call hours. Skill -Based Call Routing System WEX employs a state-of-the-art call handling system featuring skill -based call routing. Our skill - based call routing ensures that our CSRs do not receive certain types of calls until they are fully trained to support them. We conduct a rigorous training and examination phase for all newly hired CSRs, and provide continuous refresher training to experienced staff. Only upon successful completion of the training program, are CSRs allowed to field calls from the customers, ensuring that they are able to provide the best in class service that our customers have come to expect from WEX. Experienced CSRs and team leaders monitor new staff to assure quality and program performance. Emergency Response (Premium Fleet Services) WEX is prepared to support the needs of our Premium Fleet Service fleets in the case of natural disasters (e.g., hurricanes, earthquakes), threats to national security, and military mobilization. At WEX, we recognize the critical importance of keeping fuel supplies available so that public sector vehicles can operate and respond during natural disasters and other emergencies. We're proud that the fleets we serve have found our work to be instrumental in their ability to maintain continuous operations during their most crucial times of need. Some services that can be provided upon request include: • Emergency plan development: we work with each customer to prepare a plan of response should an emergency occur • Set up of online emergency card profiles, so you can easily remove or change your card control limits to support your emergency needs • Regular updates outlining which networks and fuel stations are open and active in disaster areas MASTER AGREEMENT No. 00819 — FLEET CARD SERVICES PAGE 117 OF 138