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Managing Your Commercial Transfer Agent

Managing Your Commercial Transfer Agent. Panel Members: Nicole Carusa – Sempra Energy Bernadette Maffei – Comcast Corporation Tom Boin – Exelon Corporation Christina Zicaro – AIG, Inc. Topics for Discussion. Selecting and Evaluating a Transfer Agent Service Level Agreement Process

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Managing Your Commercial Transfer Agent

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  1. Managing Your Commercial Transfer Agent Panel Members: Nicole Carusa – Sempra Energy Bernadette Maffei – Comcast Corporation Tom Boin – Exelon Corporation Christina Zicaro – AIG, Inc.

  2. Topics for Discussion • Selecting and Evaluating a Transfer Agent • Service Level Agreement Process • Monitoring Shareholder Service • Managing the Day-to-Day Relationship

  3. Evaluating and Selecting a Transfer Agent • Determine best timing for evaluation and possible conversion • Use outside resources to get objective view of industry – Peer Input, Consultants and Industry Data • RFP should include scope of services, account statistics, pricing matrix, performance standards • Conversion not as hard as you think - communication is key • Contract with performance standards most effective way to manage relationship, especially in a industry with limited competition • 45,000 registered holders • Quarterly Dividend with DRIP Sempra Energy nicole.carusa@sempra.com

  4. Service Level Agreement Process • Timing – when should you begin the process? • Who - Work directly with decision makers. • Information - Research industry practices and norms. • Culture - Discuss your company’s “hot buttons” and incorporate into terms and conditions. • Communication - Do not use email to negotiate items. • Lawyers - Outline key contractual provisions in simple terms. • A fair and balanced service agreement is the key to successfully managing issues. • 860,000 registered holders • Quarterly Dividend Comcast Corporation bernadette_maffei@comcast.com

  5. Monitoring Shareholder Services • Incorporate performance metrics into contract • Sends shareholders message they are important • Typical metrics (i.e. ASA, turnaround time, etc.) can be inaccurate indicators of service from shareholder perspective • Shareholder satisfaction is the one metric that tells the whole story, is fair, and unarguable • Prevents micro managing transfer agent operations • Satisfaction data that is credible and objective is an industry standard for managing transfer agent relationship • 173,000 registered holders • Quarterly Dividend with DRIP Exelon Corporation tom.boin@exeloncorp.com

  6. Managing the Day-to-Day Relationship • Cleary define high profile and high priority issues, transactions, and shareholders • Determine process for handling high profile & high priority • Define process and expectations for getting your concerns, issues, and requests addressed • Determine frequency and structure of review and assessment of relationship • Clearly defined expectations enable a long-term, partnering relationship with your transfer agent • 60,000 registered holders • Quarterly Dividend AIG, Inc. christina.zicaro@aig.com

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