Attendance Policy

1. New Hire Training Attendance Policy May 2012

2. WELCOME • The purpose of this Attendance Policy is to familiarize associates with the attendance guidelines while in training. • In order to maintain efficient operations during the first three (3) weeks of employment, the New Hire Training Attendance Policy has been established to ensure proper procedures are followed for tracking time and attendance in SCUSA’s systems, as well as controlling missed time for all newly hired Servicing Associates within the following disciplines: • Front End • Mid Range • Back End

3. SERVICING ATTENDANCE POLICY Training Period Table of Contents

4. PERSONS AFFECTED • This policy applies (during the first three weeks of employment) to all newly hired non-exempt associates in the following Servicing areas: • Front-End • Mid-Range • Back-End

5. DEFINITIONS Table of Contents

6. UNEXCUSED TARDY Unexcused Tardy (UT) is defined as not having excused time off available and clocking in five (5) minutes to two (2) hours late from the start of a scheduled shift/lunch/break and/or clocking out, without prior management approval. Three (3) UT’s will be considered one (1) Unexcused Absence. UT’s are active for 90 days.

7. SCENARIO Amy’s shift starts at 8:00 a.m. Due to traffic and heavy rain, she clocked in at 8:45. She does not have any sick, personal or vacation hours in her PTO banks. Is this considered an Unexcused Tardy? Yes • Kevin returned from lunch 10 minutes late. He does not have any sick, personal or vacation hours in his PTO banks. What type of infraction is this? • Unexcused Absence • Unexcused Tardy • Unexcused Tardy

8. UNEXCUSED ABSENCE • Unexcused Absence (UA) is defined as calling in within an hour from the start of a scheduled shift however clocking in 2 hours after the start of a scheduled shift, without prior management approval. • Not having any excused time off to make up for time away from work.

9. SCENARIO • Edward’s late shift started at 12:00 p.m. However, he overslept and didn’t wake up until 1:30 p.m. He quickly called the Attendance line. He does not have any sick, personal or vacation hours in his PTO banks. What type of infraction is this?” • No Call / No Show • Unexcused Absence • Unexcused Tardy • Unexcused Absence

10. SCENARIO • Shantale had an emergency and had to leave early at 2:30pm. Her shift ends at 5 p.m. She does not have any sick, personal or vacation hours in her PTO banks. What type of infraction is this?” • No Call / No Show • Unexcused Absence • Unexcused Tardy • Unexcused Absence

11. SCENARIO • Angela’s shift starts at 8 a.m. She had a problem with her car and missed calling the Attendance line. She finally got to work at 10:30 a.m. She does not have any sick, personal or vacation hours in her PTO banks. What type of infraction is this?” • No Call / No Show • Unexcused Absence • Unexcused Tardy • Unexcused absence

12. NO CALL / NO SHOW (NC) • No Call / No Show (NC) is defined as: • Failing to call in within two (2.0) hours from the start of a scheduled shift and/or report to work for the full scheduled shift.

13. SCENARIO Helen’s shift started at 11 a.m., however, she didn’t feel well and was trying to decide if she was going to work. When she finally decided it was 1:15 p.m. and she called the Attendance line to say she would not be in. She does not have any sick, personal or vacation hours in her PTO banks. What type of infraction is this?” No Call / No Show Unexcused Absence Unexcused Tardy No Call/No Show

14. DISCIPLINARY ACTIONS The following chart outlines the level of infraction and corresponding disciplinary action:

15. PROCEDURE & BEST PRACTICE The following behavior may accelerate the disciplinary process up to, and including termination: • Any trend indicating excessive abuse of the attendance policy or any other actions taken in connection with the associate’s performance or behavior.

16. PROCEDURE & BEST PRACTICE • Associates are expected to call in daily prior to the start of work for each missed day, unless he or she has given notice of hospitalization or condition requiring absence of a specific number of days. • Calls received from someone other than the associate (example, someone calling in on behalf of the associate) will not be accepted as proper notification of an absence or tardy.

17. This means if an Associate is going to be absent, he/she must call the Attendance line and speak to a Manager unless the time away from the office has previously been approved. Associates need to use the Attendance line at: 877-216-0863; you are required to provide your Employee ID# and give the name of your Manager.

18. It is the associate’s responsibility to maintain daily contact with the office when absent for consecutive days. When an absence exceeds three (3) days, contact with the Benefits Specialist is required.

19. Associates are expected to clock-in no earlier than five (5) minutes prior to the start of a scheduled shift. Associates are also expected to clock-out no later than five (5) minutes past the end of a scheduled shift, unless additional hours have previously been approved by the Manager. Associates who fail to clock-in/out properly may be subject to disciplinary action in accordance to the guidelines outlined in the policy.

20. Remember: PTO/floating holiday may not be used to cover absences for mandatory or voluntary overtime.

21. SCENARIO Nick is unable to come to work on Monday. He does not have any personal or sick hours in his PTO banks. His shift starts at 8 a.m. and he calls the Attendance line at 7:30 a.m. and states that he will not be in.  What type of infraction is this?   None, Peter called to let his supervisor know he would not be in. Unexcused Tardy Unexcused Absence No Call / No Show Unexcused Absence

22. QUESTIONS?