Investor Presentaiton

200 RESPU way, respecting the client's choice for the most convenient channel. The service operates 24 hours a day, 365 days a year. In all our channels, the client goes through the electronic service, capable of solving basic demands in a practical and agile way. Whenever necessary, the client can also opt for human service. If the professional cannot provide an immediate solution, the request is forwarded to the back office, a specialized team prepared to solve problems. To ensure an increasingly efficient service, the contacts received are stored in our multi-channel CRM platform, which records every interaction and offers a complete view of the client's history. Whichever channel you choose to talk to the bank, we always have the same set of information about the client at hand. In this way, the service is able to better understand the needs and the context in which the request is made. Understanding the consumer as one in all channels also helps us in the process of continuous improvement, as we are able to make a more accurate analysis of the nature and dimension of demands. On a weekly basis, we bring together a multidisciplinary team with the Client Service area and several other C6 Bank departments to examine the reasons that led clients to contact the bank. The routine contributes to the improvement of the institution's processes and products. At the beginning of the covid-19 pandemic, service activities could be carried out remotely by the professionals involved due to the implementation of security controls previously approved and tested by C6 Bank. Subsequently, we adopted the hybrid model, respecting the rules established by Anvisa (National Health Surveillance Agency) and 35

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