b'OceanFirst continuously responds to the changing needs CUSTOMERof 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 40,000 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.1,750 CALLS PER DAY 500+ CUSTOMER CHATS PER DAY26 SECONDS AVERAGE HOLD TIME IN 2021INTERACTIVE VIDEO TELLER MACHINES In2019,OceanFirstBankstrategicallybeganreplacing 41 VIDEO TELLERS ATMmachineswithInteractiveVideoTellerMachines TARGETED FOR YEAR END 2021 (ITMs)withintheOceanFirstfootprint.ITMscombine the convenience of an ATM with the personalized service of your favorite teller. With ITMs, customers can video conference with a trained associate at a remote location to assist with their transactions. Along with the personal touch of a live associate, ITMs offer expanded hours to the brick-and-mortar locations, allowing customers more flexibilityintheirbankingexperience.270,000+VIDEO TRANSACTIONS SINCE 2014HUMAN CAPITAL REPORT11'