2020 Universal registration document and annual financial report - BNP PARIBAS 9

1Presentation of the BnP PariBas GrouP

1

Presentation of operating divisions and business lines

is supplemented by 249 franchises under the Fintro brand(8) and 660 points of sale in partnership with bpost bank. Its 463 branches are organised into 38 branch groups reporting to 9 regions;

■ RPB s digital platform manages a network of 1,423 ATMs, online banking services (Easy Banking) and mobile banking (2.3 million total aggregate active users);

■ the bank is also available for customers thanks to the Easy Banking Centre which handles up to 72,500 calls per week.

The offer is completed by the Hello bank! digital bank which has more than 505,000 customers.

Private Banking services are aimed at individual customers with invested assets of more than EUR 250,000. The Wealth Management Department within Private Banking caters to customers with invested assets of more than EUR 5 million. Private Banking customers are served via 30 Private Banking centres, a Private Banking Centre by James(1) and 2 Wealth Management centres.

With a very sizeable client base of large and medium-sized companies, Corporate Banking Belgium is a market leader in these two segments and a preferred banking partner in the public and non-commercial markets.

BNP Paribas Fortis continued its digital development and customer experience improvement, in particular with the application of remote banking services from Easy Banking with new features and improved performance. A new robotics and AI-based customer service centre was also set up to optimise the handling of customer queries.

BRB strongly mobilized to support the economy and its customers confront the health crisis. Thus, BRB granted more than 4,500 state- guaranteed loans. The business increased the number of contacts with customers: for example at the end of June 2020, 94% of corporate customers were contacted to assess their needs since the beginning of the crisis. Moreover, 99% of branches remained open or accessible during lockdown.

LUXEMBOURG RETAIL BANKING (LRB) With a 17%(2) market share of the Retail Banking market and 24%(3) of the SME market, BGL BNP Paribas is the No. 2 bank in Luxembourg.

LRB is actively involved in financing the economy and constantly fine- tunes its strategy and network to align it with changing customer behaviour patterns, with a particular focus on digital.

With nearly 700 employees(4), LRB supports its customers to bring their plans to fruition, with:

■ a Retail Banking network supporting more than 182,000 customers on a daily basis, based on:

■ 34 branches throughout the country and 122 ATMs for individual and business customers,

■ a comprehensive and diverse range of products and services offered through its innovative multi-channel presence, encompassing a branch network, online, phone and mobile banking,

■ teams of savings and investment specialists assisting customers in the management of their portfolios, teams of mortgage specialists advising customers on loans for their acquisition and construction projects, as well as specialists for professionals and liberal professions;

■ a Corporate Bank serving 2,900 corporates, with dedicated business managers;

■ a Private Bank organised around 5 centres serving 3,500 customers with assets of EUR 4.4 billion, and offering tailored financial and asset management services.

Since the start of the health crisis, BGL BNP Paribas has mobilized its teams and resources to support its customers and the economy. Beyond the moratoria granted to help its customers cope with imminent cash flow difficulties, BGL BNP Paribas granted more than EUR 200 million in loans in partnership with the Office du Ducroire Luxembourg for additional cash needs and over EUR 15 million in State-guaranteed loans.

The bank has also implemented solidarity initiatives to support the people most affected by the health crisis. For any donation made by an employee to associations in the Grande Région, active in the fields of health, aid to vulnerable people and medical research, the bank has doubled the amount of the donation.

ARVAL Within the BNP Paribas Group, Arval is the specialist in vehicle leasing and sustainable mobility. It offers corporate clients (from large multinationals to small and medium enterprises), their employees and individuals, customised solutions that optimise their mobility.

Arval had over 7,000 employees at the end of 2020, in the 30 countries where the company operates, and managed a total leased fleet of nearly 1.4 million vehicles to its 300,000 customers. Arval mainly operates in Europe where it has become the leader in multibrand vehicle leasing in 2020(5). Arval expanded its presence in South America in 2020 with Colombia, in addition to Peru, Chile and Brazil. Arval relies, in addition, on strategic partnerships, thanks to the Element-Arval Global Alliance, the world leader in the sector, with a total of more than 3 million vehicles in 50 countries.

In October 2020, Arval announced the launch of its strategic plan for 2020-2025 Arval Beyond , which aims to position Arval as the leader in sustainable mobility. Thus, Arval offers vehicle leasing services (financing, insurance, maintenance, etc.), complementary sustainable mobility solutions (car-sharing, bike-sharing and scooter-sharing, car-pooling,

(1) Private Banking centre providing remote services through digital channels.

(2) Source: TNS ILRES Bank survey July 2020.

(3) Source: TNS ILRES SME Bank Survey February 2021.

(4) Excluding functions.

(5) Financial communication of main competitors.