FISERV INBOUND CUSTOMER EXPERIENCE PROGRAM

Program Announcement for Service Partners

PROGRAM OVERVIEW

Join the Fiserv Universal Fraud Program and provide essential customer service in fraud prevention, detection, and resolution. This 24/7/365 program offers flexible scheduling and competitive compensation for qualified independent contractors.

COMPENSATION & INCENTIVES

Certification Service Revenue

• Hourly Rate: $7.64 per hour ($3.82 per 30-minute interval)*
• Performance Incentive: Earn an additional $1.81/hour ($0.905 per interval) when you service a minimum of 12 hours (24 intervals) per week during the Certification SOW after completion of Phase II

Production Service Revenue

• Hourly Rate: $14.50 per hour ($7.25 per 30-minute interval)*
• First Production Bonus: Earn an additional $100.00 when you service a minimum of 13 hours per week during Certification SOW (after Phase II) and accept your first Production SOW

Payment Schedule

Certification Service Revenue is paid in the same cycle in which it is earned (e.g., revenue from the 1st-15th is paid in the second payment of that month). Note: Certification Service Revenue is not eligible for DailyPay.

CERTIFICATION SCHEDULE

Phase 1: Instructor-Led & Self-Study Content

Dates: March 2, 2026 - March 16, 2026

Learn about the client, system navigation, tools, applications, policies, and procedures with a focus on compliance. This phase requires strong attention to detail, intense concentration, and active class participation.

• 6 hours of instructor-led learning and self-study content per day
• All self-study modules completed during class time

Phase 2: Live Certification Call-Taking

Dates: March 17, 2026 - March 25, 2026

Apply your Phase 1 knowledge by taking live calls with minimal instructor assistance to demonstrate independent capability.

Class Time Options

Monday - Friday

• Morning Session: 9:00 AM - 3:00 PM ET
• Evening Session: 4:00 PM - 10:00 PM ET

CERTIFICATION COMPLETION CRITERIA

To successfully complete certification, you must achieve:

• 90% or higher on the final assessment
• Average QA score of 90% or better over three calls with no missed non-negotiables (QA Form will be shared during class)
• 100% completion of all self-study modules
• 90% or greater on all assessments
• Successful completion of Phase 1
• 85% or higher on the Service Partner Security Awareness self-paced course assessment before taking calls

SYSTEM & EQUIPMENT REQUIREMENTS

Required Equipment (Must Meet Platform Standards)

• RAM: 8 GB or greater
• Monitors: Dual monitors required
• Webcam: Required and must be on during all class engagement activities including Day 1 meet and greet, role plays, and knowledge checks
• Internet Connection: Hardwired Ethernet connection required
• Processor: Intel Core i5 (6th generation or above) with 4 cores, 2.4 GHz or higher
• Operating System: Windows 11 (most recent version, fully patched with no pending updates)
• Mobile Device: Apple or Android cell phone required for secondary code verification
• YubiKey: Provided by the client (see details below)

YubiKey Information

A YubiKey is a hardware authentication device used to protect access to computers, networks, and online services. The YubiKey is provided by the client at no cost at this time.

Important YubiKey Terms:

• The YubiKey is the sole property of the client and must only be used for this program
• Arise will facilitate shipping the YubiKey to your location
• If the YubiKey cannot be delivered or is returned to sender, your enrollment may be impacted
• The YubiKey must be returned within 30 days after termination or expiration of the SOW
• The YubiKey must be returned in a secure package (cardboard box or bubble envelope) to prevent damage or loss
• Future Fiserv certification classes may require participants to purchase a YubiKey from their preferred retailer

SERVICING REQUIREMENTS

Schedule Availability

• Intervals available 24 hours per day, 7 days per week, 365 days per year

Minimum Servicing Requirements

• During Certification SOW: 10 hours (20 intervals) per week minimum
• Special Requirement: 5 hours (10 intervals) required on Mondays and/or Fridays

WHAT TO EXPECT: DAY IN THE LIFE

On a daily basis, agents will perform services related to customer policies and procedures, including:

• Responding to customer inquiries in fraud prevention, detection, and resolution
• Emergency card replacement services
• Emergency cash replacement
• Blocking lost or stolen cards
• Telephone-based card activation
• Offering value-added services to cardholders
• Cross-referral services with fraud management
• Outbound notifications detailing card stoppages
• Evaluating transactions and spending history to assess fraud likelihood

Capabilities of Top Performing Service Partners

• Showcase exceptional problem-solving abilities that swiftly address customer needs
• Embody patience and empathy while maintaining a calm demeanor under pressure
• Master both written and verbal communication to ensure clarity and understanding
• Provide knowledgeable, friendly, and articulate customer service that fosters trust and satisfaction
• Diligently document all calls, capturing detailed resolutions and ensuring effective follow-up actions

SERVICE LEVEL REQUIREMENTS

Failure to meet one or more of the service level requirements may result in termination of the SOW. Requirements may be modified upon commercially reasonable notice.

ENROLLMENT REQUIREMENTS

Background Check & Drug Screening

THIS OPPORTUNITY REQUIRES A BACKGROUND CHECK, DRUG SCREENING, AND PHOTO ID VERIFICATION.

• You will be prompted to complete the background check during enrollment
• Details and access will be provided via email (check spam folder)
• Complete quickly to avoid being dropped from the course
• After background check completion, you will receive a drug screening email from HireRight ([email protected])
• You have 48 hours to schedule the drug screening or the link expires and you lose your class spot
• Both must be successfully completed at least 14 days before class start date
• Currently, there is no cost for the background check and drug screening (subject to change)

IMPORTANT BACKGROUND CHECK INFORMATION:

• A credit freeze will delay the process. If you have frozen your credit, temporarily lift the freeze with Experian for a minimum of 10 days. Wait at least 24 hours before attempting the background check.
• Recent name changes may delay or disrupt the background check. Ensure your full legal name is in your profile and that Experian is aware of any name change.
• The third-party vendor may reach out for clarification. Prompt response will accelerate the process.

If you have not received the drug screening email within 1-2 business days of background check submission, email [email protected] or visit AVA for assistance.

Photo ID Verification

You will complete Photo ID Verification using your mobile device during enrollment. Have your driver's license/ID card ready and be prepared to take a selfie.

Daily Class Entry Requirements

• PC Scan: A quick PC scan must be completed when you click to enter the Virtual Classroom on the first day. Use the same computer that meets all System & Equipment requirements. If your PC does not pass, refer to requirements and click "retake."
• Facial Authentication: A selfie using a mobile device is required every day when entering the Virtual Classroom. You will scan a QR code (takes just seconds). You have three attempts to complete it.

ENROLLMENT ELIGIBILITY CRITERIA

YOU DO NOT QUALIFY if any of the following apply:

• Have provided services on any other banking industry client program in the past 6 months
• Were servicing one or more SOWs that were terminated for cause, including a "Breach of SOW Client Policy" for any client program
• Are already in "interested" or "enrolled" status for any other opportunity
• The dates/times of this class overlap with another opportunity you are already enrolled in
• Have a dropped or failed status for any certification class in the last (rolling) 60 days
• Have 3 drops or fails from any certification classes in a 12-month period

IMPORTANT CLASS POLICIES

Attendance

• We strongly suggest attending class every day as this is critical to your success
• If you cannot attend a class, advise your instructor immediately
• Failure to notify your instructor could result in being dropped from the class
• FIRST DAY ATTENDANCE IS MANDATORY: If you do not show up to class on the first day, you will be dropped with no exceptions

Class Confirmation Deposit

• $50.00 non-refundable deposit required
• You will need to enroll in a new class if you wish to service another client program

Webcam Requirement

• AGENTS MUST HAVE A WEBCAM AND BE ON CAMERA DURING ALL ENGAGEMENT ACTIVITIES
• This includes: Day 1 meet and greet, role plays, and knowledge checks
• The PC scan taken during enrollment will check for a webcam

ADDITIONAL DETAILS

Professional Environment

All businesses must ensure their agents have a professional work environment, both during class and when servicing.

System Access Codes

Log-in codes are confidential, user-specific, and will only be generated for confirmed course attendees. Arise will not process system access codes until ALL enrollment prerequisites have been successfully completed.

Important Notes

• HireRight is Fiserv's chosen vendor for background checks. Any reference to Arise as your employer is not applicable—you perform services as an independent contractor.
• Review all policies thoroughly prior to enrolling in the certification course.

DISCLAIMER

This Program Announcement is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between this announcement and the SOW, the terms of the SOW will take precedence.

QUESTIONS OR ASSISTANCE?

For enrollment support or questions, contact:

• Email: [email protected]
• Visit: AVA for assistance

Ready to enroll? Complete all prerequisite requirements at least 14 days before your desired class start date!