b'&CUSTOMEROceanFirst continuously responds to the changing needs NEW TECHNOLOGYINNOVATION of consumers and businesses. For example, our Customer Care Center was ready and able to serve customers who CARE CENTER nolongerhadaccesstobranchofficesduetopandemicrestrictions. Calls handled by our agents increased 31.9% in 2020. We re-envisoned and upgraded the space as part of the recent expansion of our headquarter campus in Toms 47,000+ CALLS PER MONTH River. This 80,000 square-foot expansion and renovation of our existing campus includes a dedicated area to create and nurture relationships with our customers through interac-tions by phone, video, and chat. The Customer Care Center has implemented several technology advancements since December2020whichincludeacloud-basedTelephony system, Five9, web form email, and piloting video chat fea-tures. This is all part of an ongoing project that will result in chat and SMS capabilities in the near future.1750+ CALLS PER DAY 500+ CUSTOMER CHATS PER DAY10 SECONDS AVERAGE HOLD TIME IN 2021SUPER BRANCHES DIGITAL BANKING INTERACTIVE VIDEO TELLER MACHINES With many customer transactions shifting to digital Digitalbankingenablesourretailbank- In2019,OceanFirstBankstrategicallybeganreplacing ing customers to access online banking channels, OceanFirst is rethinking the function and features using a computer or mobile app,41 VIDEO TELLERS ATMmachineswithInteractiveVideoTellerMachines format of our brick-and-mortar branches. We planallowing them to open accounts, checkTARGETED FOR YEAR END 2021 (ITMs)withintheOceanFirstfootprint.ITMscombine to enhance several locations based on what we re- accountbalances,paytheirbills,makethe convenience of an ATM with the personalized service fer to as our super branch model. Conceived asinternal and externalof your favorite teller. With ITMs, customers can video regional hubs, these super branches will not havetransfers, and makeconference with a trained associate at a remote location traditional teller lines, but rather will provide a wel- mobile deposits.coming, open environment where universal bankersto assist with their transactions. Along with the personal can assist customers with a wide range of trans- MOBILE touch of a live associate, ITMs offer expanded hours to actions,productsandservices,andfinancialadvi- APP the brick-and-mortar locations, allowing customers more soryneeds.Thefirstofthesenewly-styledbranch- flexibilityintheirbankingexperience.es opened in December 2020 at our headquarter campus in Toms River, and we also used this de-sign for our Point Pleasant Borough branch and our first-ever retail location in Philadelphia, whichopened in Center City in July 2021. A redesigned270,000+branch is also planned for Brick Township in 2023. VIDEO TRANSACTIONS SINCE 201462% INCREASE IN MOBILE ADOPTION$8.3 MME-WALLET TRANSACTIONS IN 202110 OCEANFIRST BANK HUMAN CAPITAL REPORT11'