Manulife Bank Public Accountability Statement Mobile, Online and Online & Mobile access Manulife Bank leverages online Support for Seniors Telephone Access Manulife Bank makes banking services application systems for mortgage brokers, Manulife Bank has implemented a voluntary available through our mobile app and independent advisors and retail lending Code of Conduct that sets out principles Manulife Bank makes it easy for customers online banking sites. In 2022, we specialists. These systems allow our and guidance for banks when providing to manage their day-to-day finances through introduced auto-deposit - the ability for customers to get up and running with products and services to seniors. We mobile, online and telephone banking. customers to send and receive money many of Manulife Bank’s deposit and demonstrate our commitment to serving ®2 loan products quickly and efficiently. We using Interac eTransfer without using also offer online application for chequing seniors in a variety of ways: Customer Service and Interactive a security question. Manulife customers & savings accounts, making it easy for Voice Response (IVR) have access to Manulife ID – a single customers to apply from the comfort of • Appointed a Seniors Champion to oversee We continue to develop our two customer login ID and password they can use to their homes. the Code and programs designed to service centres in Waterloo, Ontario, and access all of their Manulife and Manulife support the Code. Halifax, Nova Scotia. This dual centre model Bank products. Manulife ID supports • Deliver a robust training program for helps us provide seamless operations in multi-factor authentication, which brings Automated Teller front-line staff about red flags that may the event of a business disruption. Our a higher level of security to online and Machine (ATM) Access indicate elder abuse, fraud/scams and Customer Service Centre is open 365 days mobile banking. Power of Attorney abuse. a year, making it easy for customers to Within the iOS version of our mobile Manulife Bank has 242 publicly • Have escalation procedures for addressing reach us when it’s convenient for them. banking app, we offer a secure inbox as accessible ATMs across Canada. In the situation when one of these red flags Manulife Bank’s IVR system features natural another way for customers to reach us. addition, Manulife Bank is a member is detected. ® à language recognition and voice biometrics of THE EXCHANGE Network , one of TM Canada’s largest networks of ATMs. in both official languages, simplifying the Customers using a ManulifeMONEY+ • Include a Support for Seniors section customer experience by allowing them Visa* card can add their card to their Our membership allows Manulife Bank on our website. to validate their identity using only their mobile wallet and make payments using customers to use any EXCHANGE ATM their mobile device. without being charged a convenience fee. • Offer a discounted monthly fee for seniors on voiceprint and navigate the IVR system both Manulife One and Manulife Bank Select. with spoken requests. 2 The Interac logo and Interac e-Transfer are registered trademarks of Interac Corp. used under licence. * Trademark of Visa Int., used under license. ® ® à Fiserv EFT is the owner of THE EXCHANGE trademark and its associated rights. Fiserv EFT has granted FICANEX the exclusive ® right to use, market and sublicense THE EXCHANGE trademark and the intellectual property rights associated with the operation ® 2022 Public Accountability Statement of THE EXCHANGE Network throughout Canada. Manulife Bank is an authorized user of the mark. 18