S&P National Student Bank

HQ Crisis Management Plan

S&P National Student Bank

• Student oriented bank, serving students.• Located in all of the cities containing

universities in the states of Texas, Kansas, Oklahoma, New Mexico and Colorado.

• 68 banking centers, 187 ATMs.• HQ located in 7503 Dallas Street, Houston, TX.

Acknowledgement

• Employees will have access to information/records that are considered confidential. They will consult with the immediate supervisor, or public relations staff members if they have any questions.

• They must complete successfully a Crisis Management Training

Crisis Management Team

• Co-Presidents: Sandra Eblevi and Paola Duarte• Public Relations Managers: Alon Hayim• Corporational Relations Manager: Sandra

Marin• Legal Advisor: Oscar Jimenez Leal

• Incidence Commander: Sandra Eblevi

Activation of the CMP

All members of this plan have been provided with a mobile device paid by S&P National Student Bank. In a situation of a crisis, the first available member of the CMT will immediately contact the incidence commander, and inform her about the situation. She will be the one to give instructions to the rest of the team.

Crisis Risk Assessment

• 1. Fire: – Medium level risk– Sound the building alarm that will notify the city fire

department. – Let the incident manager and the building manager

know about the situation. – Keep the windows closed, the doors open and unlocked.– Evacuate the building in accordance with the emergency

evacuation plan for the area in which you are located at the time of the alarm.

Crisis Risk Assessment (cont.)

• 2. Armed Robbery:– High level risk– Our employee’s life is more important than the

money we possess. Employees should never do something to put their or our customers’ lives at risk.

– Employees should never try to defend the customers physically.

– Push the hidden button, which will let the city police department know that there’s trouble in the bank, if you believe that it will not risk your life.

Crisis Risk Assessment (cont.)

• 3. Bankruptcy due to economic crisis:– High level risk– Loans should be offered to customers.– Help should be seeked from the insurance

companies to save the bank.– If the insurance companies aren’t able to help, the

government should be the second place to go in order to provide supplies to get back in business.

Proprietary information

• "Proprietary Information" for S&P National Student Bank, means any company proprietary information, technical, data or know-how (research, services, suppliers, customer lists), special banking software, developments and inventions.

CMT Strategic Worksheet

Stakeholders of S&P National Student Bank

• Stockholders• Employees• Customers• Media• Schools members• Community

There will be a special telephone number (713-4CRISIS) specified only for the situation of crisis. At the time of the crisis, all telephones will be directed to that number. There will be a special team gathered only for answering the calls about the crisis. A special customer response book, which includes special talking points about the crisis, will be provided for each member of the team.

Business Resumption Plan

• S&P National Student Bank will replace all of the equipment destroyed with the help of the suppliers within the shortest time possible.

• If there are damages in the building that won’t be available to be recovered within a short time frame, the extra rooms in the additional banking centers will be used as a back-up until the facility is recovered.

• Our company will try to replace the laptops destroyed in the accident as soon as possible.

Crisis Control Center

• On-Site: The Crisis Management Team will be gathering in Meeting Room #3, which provides general office supplies, internet connection, all-in-one printer, projection equipment, 6 phone lines, coffee supplies and snacks.

• Off-Site: The Crisis Management Team will be gathered in the additional office situated in 4705 Capitol Street, Houston, TX. The office has the same supplies as Meeting Room #3 in the HQ.

Are you ready for the training???