International Dollar Card

AMERICAN EXPRESS International Dollar Card

Premier Program

Operational Procedures Manual

July 2013 1 of 14

This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. Table of Contents – PREMIER Program

1. Introduction to this Manual...... 3 1.1. How the Operational Procedures Manual is Organized...... 3 1.2. Grammar and Usage...... 3 1.3. Style and Symbols...... 3

2. Participant Requirements and Rules...... 4 2.1. Minimum Eligibility Requirements...... 4 2.2. Initial Eligibility Requirements...... 4 2.3. On-Going Eligibility Requirements...... 4

3. Marketing, Advertising, Public Relations...... 5 3.1. Marketing and Advertising...... 5 3.2. Press Releases/Publicity...... 5

4. American Express International Dollar Cards – Customer Eligibility...... 6 4.1. American Express International Dollar Card membership...... 6

5. Customer Referral Procedures...... 6 5.1 Initial Evaluation...... 7 5.2 Application Submission...... 7 5.3. Processing and Delivery of Cards to Participant...... 7 5.3.1. Card Application Processing...... 7 5.3.2. Delivery of Cards...... 8 5.3.3. Card Activation...... 8 5.3.4. Card Renewal...... 8 5.3.5. Additional Cards...... 8

6. Settlement of Card Accounts...... 8 6.1. Statements...... 8 6.2 Payments to American Express...... 8

7. Card Account Management Procedures...... 9 7.1. Disputed Charges...... 9 7.2. Fraud...... 9 7.3. Lost or Stolen Cards...... 9 7.4. Card Cancellation...... 9

Appendix 1 – Definitions...... 10 Appendix 2 – American Express International Dollar Card Benefits...... 11 Appendix 3 – American Express Contact Information...... 12

July 2013 2 of 14

This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. 1. Introduction to this Manual

The Operational Procedures manual is intended to give Participants to the American Express Customer Referral Program the information necessary to participate in the Program as required by their Agreements. The policies in this edition replace previous versions of the Operational Procedures manual and supersede all other American Express published policies on the same subject. Implementation is thirty (30) days from the publication date of the change unless business needs require immediate implementation.

1.1. How the Operational Procedures Manual is Organized

American Express is responsible for establishing policies and maintaining them via published manuals which are updated from time to time. Participants are provided with a copy of the Manual upon signing a Customer Referral Program Agreement. The Operational Procedures manual is divided into chapters referencing the policies of specific categories in the Program. Each chapter begins with a brief introduction of that chapter.

1.2. Grammar and Usage

All reference to “time” is stated in Eastern Time (ET in the United States). The use of “day” or “days” refers to calendar days. A plural usage of a term also includes the singular. Additionally, the singular includes the plural. For example, the use of “a Card Application” would include “all Card Applications”. The reverse is also true; “all Card Applications” applies to individual Card Applications.

Terms in this manual are at times, used in combination with other terms. An example would be the use of Card and Referred Card member. Each is defined and used separately throughout. When combined, the meaning is that of the combined definition.

1.3. Style and Symbols

Words that are capitalized in this manual have specific meaning in the context of the Operational Procedures manual. See the “Definitions” Appendix for any word or term in question. The use of Bold is for visual emphasis.

July 2013 3 of 14

This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. 2. Participant Requirements and Rules

This chapter addresses Participant-specific policies and rules including eligibility criteria for Program participation. The chapter then addresses Participants’ Customer Identification Program Procedures and the mechanisms under which American Express relies on such procedures.

2.1. Minimum Eligibility Requirements

This section defines the minimum requirements of an applicant both at the time the entity executes a Customer Referral Program Agreement to become a Participant, as well as during the entire term of the Agreement (including all renewals).

2.2. Initial Eligibility Requirements

Following is a list of initial eligibility requirements for prospective Participants:

1. Participants must have adequate resources, financial and otherwise, to enable them to meet their obligations under the Program.

2. Participants must be regulated by and operate properly under a legal regime that is acceptable to American Express and have all licenses and legal and regulatory permissions necessary to conduct their business.

3. Participants must at all times operate their business in a safe and sound manner consistent with industry practices and applicable law. Furthermore, Participants must maintain an adequate legal compliance program and Customer Identification Procedures that American Express can rely upon as specified in Section 2.3. - Customer Identification Program Procedures.

4. Participants must execute a Customer Referral Program Agreement with an American Express entity authorizing them to refer Applicants for Card membership.

2.3. Customer Identification Program Procedures.

Under the Program, Cards will be issued to individuals who first establish a relationship with the Participant. As an ongoing condition for your participation in the Program, the Participant agrees that we will rely on its Customer Identification Program procedures for purposes of our opening Card Accounts to your Referred Applicants. You will, on reasonable request from Amex,

July 2013 4 of 14

This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. provide information about Referred Cardmembers’ applications, including documentary records and identification as well as documentation concerning the procedures implemented by the Participant in the execution of the relevant anti-money laundering regulations, if required by Amex for the purposes of its compliance with anti-money laundering laws and regulations.

2.4. On-Going Eligibility Requirements

Each Participant must continue to meet the eligibility requirements in Section 2.2., as well as the standards contained in the Customer Referral Program Agreement, which Agreement must remain in effect and valid to maintain the Participant's ongoing eligibility. American Express reserves the right at all times to determine whether such conditions are being met.

3. Marketing, Advertising, Public Relations

This chapter provides guidelines with respect to marketing, advertising and publicity.

3.1. Marketing and Advertising

Neither Participant nor American Express will create any marketing materials bearing the others’ name or trademark unless otherwise agreed in writing.

All advertising and marketing materials that a Participant or American Express proposes to use under the Program require review and approval in writing by both parties.

American Express will provide Participant with standard materials to promote the Cards at Participant’s sole discretion, as well as with form Card applications.

Participant may, at its own cost (unless otherwise agreed in writing), solicit its eligible customers to apply for a Card through any means available to Participant as long as Participant has obtained American Express’ prior written approval of such strategy and of the marketing materials, and provided that Participant complies with all applicable law.

3.2. Press Releases/Publicity

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This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. Any disclosure to the media in the form of a press release concerning a Participant’s participation in the Program, or the execution or existence and the timing and content of such disclosure, must be mutually agreed in advance by American Express and the Participant. All Participants shall consult with American Express before making any disclosure to the media concerning American Express or the Card.

July 2013 6 of 14

This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. 4. American Express International Dollar Cards – Customer Eligibility

The purpose of this chapter is to inform Participants of the standard eligibility criteria applicable to Referred Applicants for each Card product. This chapter also provides a high level description of the benefits associated with each level of Card membership.

4.1. American Express International Dollar Card membership

See Appendix 2 for information on benefits available to American Express Green, Gold and Platinum Card members.

Unless otherwise agreed in writing, to be eligible for the American Express International Dollar Green, Gold or Platinum Card membership, Referred Applicants must meet the following requirements:

a. Neither a citizen nor a permanent resident of the United States of America b. Has a checking account in US dollars with a US bank c. Has a minimum of US$50,000.00 in liquid assets with Participant and/or its subsidiaries at time of card application d. Has maintained his/her accounts with Participant (in good standing) for a minimum of 12 months* at time of card application.

*In the event the referred applicant had his/her accounts with Participant for less than12 months at time of card application, then the minimum in liquid assets requirement will be increased to US$75,000.00 for the Gold Card and US$100,000.00 for the Platinum Card. (requirement remains the same for the Green Card). The application must also include a copy of the previous bank statement.

5. Customer Referral Procedures

The purpose of this chapter is to supply Participants with information on how to submit Card applications of Referred Applicants to American Express. The initial evaluation and application submission processes are explained, concluding with

July 2013 7 of 14

This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. information on delivery and Card activation, and general information about Card renewals and additional Cards.

5.1 Initial Evaluation

Participant will evaluate initially any new Card applications against the Basic Criteria. Any decision by Participant not to submit a Card application to American Express shall be communicated to the applicant by Participant.

Participant will obtain from each Referred Applicant a fully completed, signed and dated Card application form as supplied by American Express. Broker-Dealer will also request a copy of passport and a proof of physical residency (telephone bill, electric company bill, gas, water). An Authorized Officer of Participant must certify that to the best of Participant’s knowledge, the Referred Applicants meet the Basic Criteria and the information contained in the Card Application is accurate.

5.2 Application Submission

All applications are processed at the Bank Relations Unit of American Express (See Appendix 3). American Express will assign Participant with a Participant number and source code (when applicable), which Participant shall include in all Card applications in order for American Express to be able to track Participant’s referrals and Referred Card members’ Card Account performance.

Once the Card application meets all requirements, Participant will forward a copy of application form and supporting document (if applicable) to American Express via fax (attention: Bank Relations Unit) at the fax number(s) listed in Appendix 3.

5.3. Processing and Delivery of Cards to Participant

5.3.1. Card Application Processing.

American Express will ensure that all required information is present, and refer to Participant in the case of errors, omissions or clarification. Card applications received by American Express before 12 Noon from Monday to Friday will be processed within seven working days of receipt, and normally the Card will be

July 2013 8 of 14

This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. dispatched on the third working day following the processing, IF the Card application is approved.

American Express reserves its exclusive rights to: (i) ascertain the creditworthiness of any Referred Applicant by obtaining credit bureau or other information; (ii) approve or decline any Card application even if a Referred Applicant meets the Basic Criteria. If a Card Account is opened, American Express may at its sole discretion, exercise its rights (contractual or otherwise) to decline the renewal or replacement, or to cancel or suspend spending privileges on any Card.

In the event the card application is decline BRU will inform the Partner and the applicant will be notified by letter.

When the Card is issued, a Welcome kit including Card member agreements and a Benefits Guide will be sent with each Card dispatched.

5.3.2. Delivery of Cards.

If the Card application is approved, American Express will arrange for the delivery of the Card directly to the referred applicant.

5.3.3. Card Activation

Cards are not activated when dispatched. To activate a Card, Referred Card members shall call the American Express Card Activation Unit at the number provided on the back of the Card.

5.3.4. Card Renewal

The Card(s) are valid for a period of three years from the date of issuance. If Card membership is active and in good standing, American Express will provide new cards prior to the expiration date and will continue this process until the card is cancelled. Card membership fees will be charged to the Card Account on an annual basis.

5.3.5. Additional Cards

The primary Referred Card member can request additional cards at the time of application or any time upon the issuance of the Card Account. Additional Card members do not have accounts with American Express. Instead, they are authorized users on the primary Referred Card member Card Account, who may cancel the Additional Cards at any time. The primary Referred Card member is

July 2013 9 of 14

This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. responsible under the Card member agreement for all use of the Card Account by the Additional Card members, and the Charges they incur will be billed to the primary Referred Card member Card Account. However, American Express may, at its own discretion, pursue Additional Card members for payment of Charges they incur or authorize

6. Settlement of Card Accounts

6.1. Statements

Paper statements are forwarded to the Card Member within 4 business days of each billing period’s cut-off date. Referred Card Member (who is enrolled) can access, view and manage his/her account online. Participant will not have access (any way) to information at Card Member level and or transaction level. Participant should suggest their clients to enroll to American Express Card online services.

6.2. Payments to American Express

Card members are solely responsible for settling their card account at the end of billing period. Payment can be made by phone or online (preferred option).

7. Card Account Management Procedures

7.1. Disputed Charges

Referred Card member should direct an inquiry related to a charge on his/her Card Account directly to American Express. American Express will then investigate such inquiry in accordance with applicable procedures/practices and issue a response to directly to the Referred Card member.

Where an inquiry cannot be resolved immediately, American Express may apply a temporary credit for the disputed amount to the Referred Card member's account until such time as the enquiry or complaint has been resolved.

Any billing dispute must be raised within three months of the date of the charge. Where the charge is more than three months old, American Express will exercise its discretion on initiating an investigation. Amex is not obliged to temporarily credit the Referred Card member's Account pending the outcome of the inquiry.

7.2. Fraud

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This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. In order to prevent fraudulent charges, American Express will take steps to verify the identity of the Referred Card member at the time of Card activation. On occasions, American Express may request a proof of identity while making purchases worldwide. In the event that a Referred Card member complains that any charge on his/her monthly statement is fraudulent, the Referred Card member must immediately contact American Express which will verify the information relating to the charge. American Express’ Fraud Unit will contact the Referred Card member directly to open a case. Under certain circumstances, American Express may request an affidavit from the Referred Card member. Typically, American Express will credit the amount of the charge back to the Card Account if: (i) the claim is deemed by American Express to be valid, and (ii) the charge is not more than 6 months old from the statement date.

7.3. Lost or Stolen Cards

Referred Card members must contact American Express directly by telephone immediately if a Card has been lost, stolen or mutilated. Where notice is received by Participant, the circumstances should immediately be faxed to American Express.

Participant shall also notify American Express if it has reasons to believe that a Card has been lost or stolen in transit or otherwise compromised.

7.4. Card Cancellation

The Referred Card member may request cancellation of a Card at any time to American Express directly. The Card will be cancelled immediately upon receipt of the request.

Appendix 1 – Definitions

The definitions in this glossary apply to all sections of the Operational Procedures manual. Wherever a term is capitalized it has the meaning shown in this glossary.

Authorized Officer means a representative of Participant whose name and signature specimen appears on the Authorized Officers Schedule of the Agreement.

Card Account means the account opened established in favor of a Card member upon approval of a Card application.

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This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. International Dollar Card or Card means any of the US$ denominated cards issued by American Express Travel Related Services Company, Inc., to Referred Applicants of a Participant.

Customer Referral Program Agreement or Agreement means the Customer Referral Program Agreement together with all its Schedules, and this Operational Procedures manual as updated by American Express from time to time whereby a Participant participates in the Program.

Program means the Customer Referral Program under which Participants may refer eligible customers of Participants to apply for Card membership and, upon issuance of the Card, perform certain account management functions on behalf of Referred Card members.

Referred Applicant means an eligible customer of Participant who has completed and signed a Card application and submitted it for American Express’ processing through Participant under the Program.

Referred Card member means a Referred Applicant to whom American Express has issued a Card under the Program.

Participant means an entity authorized by American Express to participate in the Program.

Operational Procedures Manual or Manual means this Operational Procedures Manual as it may be updated by American Express from time to time.

July 2013 12 of 14

This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. Appendix 2 – American Express International Dollar Card Benefits t n e m l l m r r o a e r e r v n b i t s g s e e a n e l o

m e m m r e e g e b y c s u a W a i i r P r t c

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Y & r s e T a r n A e C i F b m e M

American Express International Dollar Green        Card American Express International Rewards Dollar           Gold Card American Express International Dollar                         Platinum Card

Benefits associated to American Express Card membership are tailored to the needs of residents of Latin America and the Caribbean provided by American Express directly and trough a network of third-party providers, under particular program restrictions, terms and conditions. American Express may discontinue, change or replace Card membership benefits from time to time. For more information about Card membership benefits please contact American Express.

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This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc. Appendix 3 – PREMIER Program - Contact List

Bank Relations Unit Contact List Bank Relations Unit (954) 503-6890 [email protected]

Bank Relations Unit Fax (Applications) (954) 503-6401

After 5 p.m. EST (800) 801-6564

Bank Relations Unit US Collect (954) 503-8868

International Collect Calls (336) 393-1111

American Express Platinum Card US (800) 525-9955

Express Cash (800) 227-4669

Customer Services (800) 525-3355

Global Assist (800) 554-2639

IDC Mexico (800) 555-4313

Membership Rewards (800) 297-3276

July 2013 14 of 14

This document contains sensitive, confidential and trade secret information, and may not be disclosed to third parties without the prior written consent of American Express Travel Related Services Company, Inc.