COVID-19: Implementing actions and providing resources

If a branch/office/processing site is forced to temporarily close, how long will it be closed?

Each event/situation is evaluated regularly. If a temporary closure is imposed by a government agency, we will follow that agency’s direction for the length of closure. If it is based on a U.S. Bank decision for the health and safety of our customers and employees, the length of the temporary closure will depend on the reason and when it is best to reopen. U.S. Bank will immediately take the steps necessary to redirect all work to an alternate location based on business continuity plans.

What safety precautions is U.S. Bank taking to protect customers and employees?

To help keep our employees and customers safe:

• We’ve reduced our hours and operations at some branches. Get real-time updates on our branch locator page.
• We’re requiring our employees and customers to wear a mask, even if not required by law in that location.
• We’re limiting the number of customers permitted in our branches at a time.
• Please maintain physical distancing by staying at least six feet away from other individuals.
• Do not enter a branch if you’re experiencing symptoms of COVID-19, including fever, cough or shortness of breath.

Can I still place cash vault orders? Will it take longer?

Current ordering methods are still available. We prefer orders be placed via the Comp-u-Order touchtone system or SinglePoint, as manual orders cannot be accepted. In case of cash vault closure, orders would be received a minimum of one day later than normal. The delay could be longer if armored transportation is not readily available or staffing levels are impacted.

Should I order extra change/cash now, so I don’t have to worry about not being able to order later?

• If you need to place larger than normal orders, please either email and/or call your relationship manager. If you are requesting an off-schedule delivery, please confirm your armored courier has agreed to the additional pickup.
• For extra-large orders we are asking for a five-business day lead time to prepare the order and ensure our ability to fulfill all our customers’ order requests.
• Requests for over limit cash orders will require your relationship manager’s approval. We are in regular contact with the Federal Reserve to ensure consistent flow of incoming cash.

What are some alternative options to armored car pickup and delivery in case of cash vault closures?

If a cash vault closes, your armored courier will be directed to the nearest cash vault. Orders will process a minimum of one day later than normal, with deposits crediting the same. The delay could be longer if armored transportation is not readily available or staffing is impacted.

Will there be a delay in receiving credit from the bank or getting change orders?

We don’t anticipate any processing delays; however, delays could occur if work is redirected to another vault or staffing levels are impacted. With a vault closure, deposits would post a minimum of one day later than normal. The delay could be longer if armored transportation is not readily available or we could not relocate staff to process the excess.

How are the vaults set up to operate in case of a disruption? Employee shortages? Technology interruptions?

U.S. Bank has a business continuity plan for our cash vault services. The vaults perform regular exercises to test the plan’s resiliency. The plan encompasses disruptions, employee shortages and technology interruptions. If the plan is implemented, we will offer our most essential services to best serve the most customers. We will discontinue late change orders, research requests, processing foreign deposits and fulfilling supply orders. We are in regular contact with the Federal Reserve to ensure consistent flow of incoming cash.

Will there be a delay in receiving credit from the bank?

We are not experiencing any processing delays, and we will do our best to ensure enough staffing.

What is the back-up site for my work?

We are prepared to select any of our locations as an alternative lockbox processing site. The decision will be made based on distance and local market conditions.

What happens if the United States Postal Service (USPS) cannot continue to deliver the mail?

This would be an unprecedented situation. We are in regular communication with the USPS and would continue to be so in this scenario. Lockbox processing would resume once USPS delivery was re-established.

What happens if a courier suspends operations in a market?

U.S. Bank Transportation would work to secure another provider to pick up and deliver the mail to the site.

Can I change the address where Lockbox mail out packages are delivered?

Yes. There are options to direct your outbound packages to an alternative business address approved by your organization and compliant with SOX, PCI and/or HIPAA requirements. If circumstances require packages to be delivered temporarily to a home address, please note that you are doing so at your own risk.

If your lockbox packages are mailed to a home address, please follow these guidelines:

• Securely store all documents until destruction.
• Destroy documents within 30 days. (Cross-cut shredding is strongly recommended.)
• Contact U.S. Bank immediately if any errors or misdirection of mail is determined.

How long will it take for the mail to be delivered to the alternative site? Is it secure?

If it is necessary to deliver mail to an alternative site, the selection on the new processing location will be made based on distance and local market conditions. There are possible scenarios:

• Mail is re-routed from the lockbox site. Mail would be routed through established courier partners and delivery routes using secure services. Mail would typically be delivered next day; however, the alternate site location will be driven by the COVID-19 conditions across the nation.
• Mail is re-routed from the United States Postal Service (USPS). If a USPS facility experiences a closure, the delivery time will be dependent on the USPS mail handling. We are in frequent communication with the USPS and will communicate impacts as we receive them.

Will you have adequate staff operating to process my work at the alternative site?

We are not currently experiencing staffing impact at any site. Our systems have the flexibility and ability to redirect keying functions to any of our site locations. This will provide the ability to process work regardless of the physical capture site. We have temporary staff employer contracts in place that will allow us to engage local temporary staff without delay.

Are you anticipating impacts to the Web Decisioning window?

There will be no change to your Web Decisioning window.

Are you anticipating delays to viewing images in Image Look?

No. There will be no change to the cutoff schedules or timing of output files, including delivery of images to Image Look.