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2. Provide resumes of the Management Contact with the City and the Project <br />Manager. <br />Please see our response to question #1 above for the detailed resumes of the <br />City's relationship team. <br />3. Describe how the Bank plans to handle problem resolution, customer service, <br />day -to- day contact, and ongoing maintenance for the City of Santa Ana. <br />Describe the Bank's organizational structure as it relates to governmental <br />clients and any other information that will be helpful in understanding the <br />Bank's internal relationships. <br />The City will continue to be offered a unique, coordinated approach to client <br />support by being provided with a dedicated client service professional, access to <br />our Technical Solutions Group, and an online through our Support and <br />Community section within ACCESS Online. This unique, hybrid model is <br />designed to provide you premier service through the ability to reach the right <br />professional quickly. <br />• Marilyn Hardney, the City's client service professional (CSP) is a member <br />of the Client Service team dedicated to serving the bank's Government <br />clients. Marilyn is an advocate for your organization who will work with <br />you to handle complex issues and provide resolution on service- related <br />inquiries. In addition to Marilyn and your back -up client service <br />professional, Claudia Vickers, the Commercial Banking Service Center is <br />staffed with CSPs who can help with routine requests from 5:0o a.m. to <br />5:00 P.M. PT Monday through Friday. <br />The Technical Solutions Group supports routine transactional and <br />technical issues, and will provide the City consistent, reliable access to <br />service consultants who understand your organization. Our service <br />centers are open to support your organization requirements during and <br />after normal business hours, and are staffed with bilingual product <br />experts. <br />• The Support and Community tab in ACCESS Online provides real -time <br />instructions, tutorials, and videos and acts as a self -serve knowledge <br />resource for clients using our ACCESS Online banking platform. <br />Page 12 JT Morgan <br />55E -107 <br />