Managed Service Provider Contractor Welcome and Orientation Guide for Contract Assignments at Bank of America Revised: 5/18/2010 11:42 AM

Code of Conduct and Workplace Etiquette

Food at workstations
The type and amount of food at workstations can cause distraction to teammates and interfere with servicing customers. Some guidelines follow:
♣ Food must not distract you, teammates, or the customer, and should not be detectable by any customer.
♣ Food must not be messy, attract insects, mice, or lead to unsanitary conditions.
♣ All beverages must be in containers with a sealed lid.
♣ Meals should be eaten in the break rooms during breaks or scheduled lunch time.

Breaks and Lunches
All breaks and lunches are to be taken away from your desk or work area.

Smoking Area
There are smoking booths located at some Bank of America buildings, for others, during breaks or lunches make sure you are 25ft away fr entrance. Be courteous to others and pick up after yourself (this includes: cigarette butts, used matches, etc.). For Call-Center environments, you may not sign off the phones to smoke if you are not scheduled for a break.

Cell phones, pagers, PDAs, and digital cameras:
All cell phones, pagers, palm pilots, iPods and PDAs must be turned off or on silent mode and kept out of sight. Any type of digital or other cameras or video recording devices, including but not limited to photographs taken with or using cell phones, iPhones, or PDAs, are strictly prohibited. The use of cell phones or other cell phone equipment is prohibited on the floor (Call-Center Environments). You may not send text messages while at your desk. ensure that you are not using your cell phones in the rest-rooms, outside the rest-rooms nor in the hallways.

Personal Phone Call Policy (Call-Center Environment)
Our incoming phone lines are for use by customers and our outgoing lines are to be used to assist customers. Personal phone calls are not to be made from workstations as this interferes with customer service. Incoming personal phone calls are to be kept to a minimum. Incoming calls should come in to your Team Manager’s designated line only, not on customer lines. Please do not use manager desk phones to make outside calls without prior approval.

Workstation Etiquette
♣ -related materials only. Other material such as, but not limited to, reading materials related to hobbies and games is strictly prohibited. Workstations must be kept clear of any materials or objects that are not bank related.
♣ From time to time, Contractors will have to share their workstations with other Contractors or with bank employees working on different shifts or on different assignments. Make sure to clean your desk before you leave.

The following items are not allowed in any work areas:
♣ Pictures, calendars, or other articles that do not portray a professional image.

Environment
♣Bathroom Facilities – Use care when dispensing soap; throw all garbage away in appropriate receptacles.
♣ Parking Lots – Use the sidewalks and walkways for entering and exiting the parking lot. Do not walk through the driveways, as it is a safety hazard and can cause traffic problems. Due to the large number of Contractors and bank employees driving vehicles to work, parking spaces are available only on a first-come-first-served basis. Please respect all reserved parking spaces and speed limits. 1. Handicap Parking is strictly enforced. Proper identification must be displayed. 2. Unauthorized parking is not permitted in spaces marked RESERVED. All violators will be cited or towed at owner’s expense. 3. Speed limit is 5 mph and must be observed at all times. 4. All vehicles must be parked within designated lines only.
♣ Pantry etiquette – Pantries are to be used for breaks, be sure to keep voices and cell phone conversations down to a minimum. Please wash your own dishes and clean up after yourself before leaving.
♣ Refrigerator etiquette – Please be sure to clean out your lunches or any containers because they will be disposed of. Do not take any items not belonging to you, it is considered stealing and unacceptable.

Personal Grooming
Personal grooming while at your workstation will not be allowed. Managed Service Provider Contractor Welcome and Orientation Guide for Contract Assignments at Bank of America Revised: 5/18/2010 11:42 AM

Attendance and Tardiness Guidelines

Attendance Guidelines
It is the responsibility of all Contractors to maintain a satisfactory attendance record. Contractors should not allow personal matters such as transportation, dependent care, or medical / dental appointments to conflict with work schedules. As a guideline, excessive absenteeism generally is defined as five or more occurrences of unscheduled absence during a rolling twelve-month period.

A Contractor who is going to be late or absent from work must contact their agency immediately. A Contractor who fails to follow these procedures, and who cannot satisfactorily explain his or her failure to do so may be immediately removed from assignment at Bank of America and, separate and apart from removal, may be subject to disciplinary action up to and including termination by his or her employer. Contractors should also follow the call-in procedures, set forth by the department, each day they are absent / late unless otherwise instructed by their agency representative. Contractors are considered tardy if arriving late for their scheduled hours without prior authorization. A late return from lunch or breaks is also considered tardy. Five tardies in a rolling twelve- month period is considered excessive and may result in disciplinary action.

Request for Time-Off
♣ Attendance for newly hired Contractors, particularly during the initial training period, is critical to the new Contractors’ ability to learn the skills necessary to perform the job effectively. Except as required by applicable law or as provided for by your employer’s policies and practices, requests for time-off during training are prohibited. There is no make-up time for any missed areas of training. Absences or tardiness during the training period may result in immediate removal from assignment at Bank of America and separate and apart from removal, may be subject to disciplinary action up to and including termination by his or her employer.
♣ All requests for time off must be submitted at least 7 business days, prior to day of requested time-off, to your agency representative. Requests submitted less than 7 business days prior to day of requested time off run a much higher risk of not being approved and could count as an occurrence. ♣ Requests for time-off should NOT be submitted to assignment supervisor on-site at the bank. All requests should be sent directly to your agency, which will in turn get the necessary approvals from the Managed Service Provider.
♣ Detailed reasons for Time-Off requests must always be provided; failure to do so could result in the delay of processing your request.
♣ In the event of an emergency, and time-off is needed without allowing proper time to give notice, please contact your agency representative immediately and they will work with the Managed Service Provider on best resolution.

Note: Contractors, who take time off when a request has previously been denied, even though the call-in procedure has been followed, may face immediate removal from assignment at Bank of America and, separate and apart from removal, may be subject to disciplinary action up to and including termination by his or her employer.

Timecards
Make sure to update your electronic timecards daily in Fieldglass. Please contact your agency representative, NOT the assignment supervisor, immediately if you have questions and / or are experiencing challenges logging into or managing your hours in the system. Note: Prior to starting your assignment; you should be fully trained and able to log into Fieldglass to manage your profile and timesheets. For your convenience and detailed reference, your agency representative will provide you a copy of Bank of America’s Worker Timesheet Guide.

Dress Code and Personal Appearance Guidelines

Dress code guidelines:
Contractors should always present themselves in a well-groomed and professional manner. Clothing should be clean, suitable, without holes or fraying and present a professional image. Lap blankets or lap throws are not to be worn. If you sit under a vent and would like to be moved to another area, please let your assignment supervisor know. If you have questions about the dress code, please discuss it with your agency representative.
♣ If you are required to or may have the opportunity to meet with customers during your workday, you must dress Business Casual.
♣ All clothing must be clean, neat, ironed and appropriately fitting.
♣ Wear the appropriate undergarments for the clothing you are wearing.
Unacceptable Attire (Business Casual and Dress Down):
♣ Overalls, stretch lycra, stirrup or legging type pants
♣ Mini-skirts and high slits
♣ Capri pants that are not at least 4 inches below the knee
♣ Tee shirts or sweatshirts (except BAC branded)
♣ Extremely casual attire, including, but not limited to, shorts, Bermuda shorts (pants that are at or above the knee), skorts, tank tops, spaghetti straps, halter or tube tops, bathing suits, sundresses, bare-back dresses, sweat suits, wind suits, jogging suits or pants, jerseys, hats or caps at any time. Shirts must cover the midriff at all times (while sitting and when arms are extended).
♣ Casual (flip flops, shower, rubber, plastic, crocs, athletic) or beach sandals
♣ Distracting facial piercings and exposed body piercings
♣ Hair styles / color that are distracting (e.g., Mohawks and spikes; hair colors should be of a natural color)
Acceptable Attire – Business Casual: Managed Service Provider Contractor Welcome and Orientation Guide for Contract Assignments at Bank of America Revised: 5/18/2010 11:42 AM
♣ Tailored slacks, including dockers or khakis, to the ankle
♣ Skirts or dresses, to the knee or below
♣ Capri, flood, or crop pants that are professional in style / fabric, and at least 4 inches below the knee (no jean material, casual fabric, long shorts, or baggy pants)
♣ Sleeveless shirts / dresses can be worn as long as the shoulders, back and midriff are covered at all times
♣ Sweaters and shirts, including polo or golf shirts. Men’s shirts must have a collar and be buttoned
♣ Sport coats or jackets
♣ Professional footwear, including sling-back and open-toe shoes
Acceptable Attire – Dress Down:
♣ Anything on the Business Casual list of acceptable attire
♣ Clean, neat denim, including appropriately fitting jeans, skirts and dresses, to the knee or below. Free from tears, holes and fraying hems or seams ♣ Clean sneakers, athletic shoes or sandals

Tattoos:
Do not attempt to cover tattoos by using large badges or duct tape; they must be covered by clothing or a small band aid. Please consider this when selecting what you will wear to work.

Monitoring and Recording of Telephone Calls and System Access

To help ensure everyone works in a safe and secure environment, Bank of America routinely monitors and records the telephone conversations between
Contractors and customers. You will be provided with a bank-approved script for use with both outgoing and incoming calls made or received on monitored lines to make clear to individuals on the other end of the line that the line is being monitored and / or recorded for quality control and training purposes.
Results of the monitoring / recording serve as a basis for recognizing quality service, measuring customer delight, and identifying coaching needs.

Bank of America may also review, monitor and record computer data without notice or permission and investigate unauthorized and / or improper access or use. Internet / intranet services are also subject to monitoring, recording and inspection.

Non-Negotiable Behaviors

The following behaviors are viewed as barriers that can detract from fully reaching servicing goals:
♣ Disconnecting a call
♣ Rude or condescending behavior
♣ Avoiding responsibility and ownership of a call

Disconnecting a call
Contractors may on occasion encounter a dispute or abusive customer. During such occasions we must keep in mind that all customers are important.
Contractors should never disconnect a call from a customer because of his / her demonstrated behavior. Contractors should professionally, calmly, and constructively work with disruptive or abusive customers and escalate to a Team Manager (where applicable).

Examples of unacceptable actions include:
♣ Intentionally disconnecting the call while the call is in process
♣ Placing a caller on hold or mute without reason and intentionally waiting until he / she hangs up.
♣ Threatening to disconnect a call if the customer doesn’t change his / her behavior.

Rude or Condescending Behavior
Contractors should avoid being argumentative, rude, raising their voice, patronizing, or calling the customer names. Contractors should not use superior tone, inappropriate language, profanity or statements that are offensive, sexual, or racial in nature.

Avoiding Responsibility and Ownership of the Call
Contractors should take pride in servicing customers. As a result, Contractors should ALWAYS assist customers with requests with which the Contractor should have knowledge, training or tools. Customer requests in which a Contractor has appropriate knowledge to assist a customer and chooses not to do so will be viewed as avoiding responsibility. Managed Service Provider Contractor Welcome and Orientation Guide for Contract Assignments at Bank of America Revised: 5/18/2010 11:42 AM Class Training Rules and Participation

Classroom rules include the following:
♣ Be punctual
♣ No sidebar conversations
♣ Class participation
♣ Snacks should be kept to a minimum and should not cause a distraction
♣ Respect team members
♣ Be professional at all times
♣ Have fun ϑ

Behavior
Refrain from having conversations that are not work related and be respectful to yourselves and others. Professionalism, at all times, is a must!

Participation
In order to have a deep learning experience, we encourage every Contractor to actively participate in class. This will ensure in-depth knowledge of the processes and also helps your trainer to understand the type of learning environment you are more comfortable with.

Drug-Free Workplace Policy

The use or possession (including, for the purposes of this policy, the sale, purchase, transfer, transport, manufacture, distribution or dispensation) of illegal drugs by anyone on work time, on company premises, at work sites where Contractors / associates may be assigned, while conducting company business or in a company vehicle is strictly prohibited. Illegal drug includes any substance that is not legally obtainable, that may be legally obtainable but has not been legally obtained or that is being used in a manner or for a purpose other than as prescribed. Contractors who violate any provision of this policy may face in immediate removal from assignment at Bank of America and separate and apart from removal, may be subject to disciplinary action up to and including termination by his or her employer.
Also prohibited is the use or possession of illegal drugs on non-working time if use or possession could:
♣ Affect a Contractor’s safety on the job or ability to perform his or her job
♣ Interfere with job performance or safety of others
♣ Affect the reputation of the company with the general public or threaten its integrity.

Contractors who engage in any prohibited conduct or otherwise violate this policy (or are reasonably suspected of engaging or violating) may result in immediate removal from assignment at Bank of America and separate and apart from removal, may be subject to disciplinary action up to and including termination by his or her employer.

Unauthorized possession or consumption of alcoholic beverages on company premises is also strictly prohibited. Violations of this policy may result in immediate removal from assignment at Bank of America and separate and apart from removal, may be subject the Contractor to disciplinary action up to and including termination by his or her employer, in accordance with applicable law in any of the following situations:
♣ If the use of any substance including alcohol affects a Contractor’s job performance or safety, or is reasonably suspected of doing so, including while driving a company vehicle or while driving on company business
♣ If the use of any substance including alcohol interferes with the job performance or safety of others, or is reasonably suspected of doing so.

When physician-prescribed drugs adversely affect a Contractor’s job performance or safety, or the job performance or safety of others, it may be in the best interest of the Contractor that time off or other job arrangements be made, if possible.

Security and Password Protection

Security in the Office and Information Security

INFORMATION is a principal asset of Bank of America Corporation and every Contractor is responsible for maintaining the security and confidentiality of all sensitive information that he or she can access.

Sensitive information includes, but is not limited to, system access passwords, all customer information; written, spoken, recorded electronically or displayed on a screen, and bank records in any form (e.g. on-line, paper, microfiche, or microfilm).

To protect the integrity and security of the bank’s confidential and sensitive information, you must not handle any changes, updates or requests pertaining to your own personal accounts, any of your family members, or acquaintances. Any mismanagement of information, whether intentional or through negligence will result in appropriate action.

♣ Never leave your workstation unattended with customer information being displayed. Always lock your computer. Managed Service Provider Contractor Welcome and Orientation Guide for Contract Assignments at Bank of America Revised: 5/18/2010 11:42 AM
♣ Be careful when and where you discuss sensitive material or issues concerning work. Don't discuss it in public environments or with fellow
Contractors.
♣ All documents containing customer or other sensitive information must be placed in locked cabinets overnight.
♣ Security keys should not be compromised or given to unauthorized persons.

Password Non-Disclosure

Your password(s) are identified only to you and to your user I.D. number. Access to secured data, information, and company assets with your password (s) are monitored and are attributed to YOU PERSONALLY. You are SOLELY responsible for results arising from misuse of your password (s) and access to company assets. If you suspect that your password has been compromised, you must IMMEDIATELY change your password and notify your Assignment
Supervisor.

Loading of personal and / or unauthorized software (i.e., software that has not been approved by the company for use on the terminals) is STRICTLY
PROHIBITED. Use of software not approved by the company can result in interruption of an entire unit’s system, as well as destroying the existing software residing in the system.

Security Badge Guidelines

♣ It is each Contractor's responsibility to bring his / her security badge to work each day. Forgetting or losing the badge will not be an acceptable reason for being tardy. The tardiness policy will be enforced.
♣ Contractors are allowed on-site only when they are scheduled to work and must have their badge with them at all times.
♣ Visitors to the unit must secure a visitor’s pass. The Assignment Supervisor must authorize all visitor passes.
♣ A badge is to be used only by the Contractor to whom it was issued.
♣ Your security badge must be worn at all times while on premises.

The following actions are prohibited:
♣ Tailgating (except in the presence of corporate security who have verified badge access). Allowing an unauthorized person to enter behind or along with an authorized cardholder, or attempting to enter areas where a cardholder has not been granted access.
♣ Sharing an access card, or allowing it to be used by someone else.
♣ Propping open controlled doors, or otherwise preventing the door from closing and locking completely.
♣ Entering and exiting an area through emergency exits or fire doors that are not controlled by a card reader is prohibited except in an emergency.

NOTE: Upon completion of your assignment at Bank of America or in the event you are terminated from employment with your employer while on assignment at Bank of America, you must immediately turn in your security badge to your agency representative. Managed Service Provider Contractor Welcome and Orientation Guide for Contract Assignments at Bank of America Revised: 5/18/2010 11:42 AM

Supporting Agency: Job Posting#:

Agency Representative (Print): Contractor Name (Print):

Contractor Acknowledgement

I have read and fully understand the contents of the Contractor Welcome and Orientation Guide for Contract Assignments at Bank of America. I have received a copy of this document and recognize that I am responsible for fully adhering to all guidelines contained within. Although I will be working on-site at Bank of America, I acknowledge that I am an employee of the above named agency and will ensure all questions, concerns and or follow-ups will be addressed with them directly and not the on-site Assignment Supervisor at the bank. Failure to adhere to any of the policies and procedures set forth may result in immediate removal from assignment at Bank of America and separate and apart from removal, may be subject me to disciplinary action up to and including termination by my employer.

Information Acknowledgement:
♣ Code of conduct and Workplace Etiquette
♣ Attendance and Tardiness Guidelines
♣ Dress Code and Personal Appearance Guidelines
♣ Monitoring and Recording of Telephone Calls and System Access
♣ Non-Negotiable Behaviors
♣ Class Training Rules and Participation
♣ Drug-Free Workplace Policy
♣ Security and Password Protection
♣ Password Non-Disclosure
♣ Security Badge Guidelines
♣ Timesheet Submittal Guide (To be provided to you by your Agency Representative)

Contractor’s Signature Date

Agency Representative’s Signature Date