1. MORTGAGE TRANSFORMATION Virginia Commonwealth University February 15, 2010

6. The Mortgage Transformation Process The Detailed Design Phase was focused on collecting requirements, building the design of the final product, and collecting feedback from end users and Subject Matter Experts. Phase II Objective The Strategy Definition Phase was focused on planning, with the end result being a prescriptive work plan that includes key initiatives, timelines, and priorities for guiding the company through the project. Phase I Objective Phase I Definition Phase II Detailed Design Phase III Delivery The Delivery Phase is focused on bringing the designs for improved process, product and organizational models built in the Design Phase to the field. Phase III is about realizing the benefits and making the Mortgage Transformation a reality. Phase III Objective

9. Benefits Of The Business Process Changes for Retail Improve Customer Service Supports Growth Plan Increased Capacity More Flexible Response to Market Conditions STM Control of Loan Application Process Increased Business Opportunity Decreased Costs per Loan Better Product Rollout Improved Employee Training Improved On-boarding More Volume with the Same Staff Business Impacts Business Process Benefits Reduced Cycle Time The new process will shorten cycle time in the Retail “Application to Ship” process Reduced Touch Time The new process will deliver significant effort time reductions in the Retail “Application to Ship” process: Reduced Queue Time The amount of cycle time driven by outside parties (external partners and borrowers) will be greatly reduced: Process Standardization STM will be using the same overall process in all locations and channels although some parts of the new process will not apply to each channel. This will drive a consistent customer experience across all locations and improve overall efficiency.

10. Benefits of Technology Changes – Retail Decreased Cost per Loan Improved LO Recruiting and Retention Shorter Learning Curve and Faster Gains in Productivity for LO and staff Improved Customer Service Increased cross-sell opportunities Ease of System Upgrades Better Product Rollout Shorter Lock Periods Increased Business Opportunity Increased Capacity More Flexible Response to Market Conditions Business Impacts Technology Benefits Application New Point of Sale (POS) capabilities available across all channels (Retail, Call Center, Web, Broker, Correspondent) Application validation will reduce exceptions Automation for registration, lock, relock, extensions, submission / withdrawal, and status Automated ordering of vendor services for credit, AVM, and Flood Automatic generation of disclosures of products (product, state, and regulatory) Product Selection Creation of a central STM product / pricing repository All products, pricing and eligibility rules available online, in real-time Risk adjusted, best execution pricing Flexibility to pricing on any loan feature and unlimited hierarchies Closing Online HUD interactive with settlement agent Intelligent documents Interface to Digital Docs AUS New STM custom Decisioning capability (EZ Option) Integrated DU / LP workflow

11. Benefits of Enhanced STM Partners - Brokers and Correspondents Increased productivity due to easier navigation of the site Ability to serve customers 24/7 Increased knowledge of SunTrust products Ability to lock favorite products in minutes through the “Quick Lock” feature Ability to obtain underwriting decisions online and pull credit reports within minutes Streamlined loan origination cycle allows management of your pipeline 24/7 Tracking of all loans throughout the process Reduction in unmarketable loan losses through data integrity Benefits Technology Changes to STM Partners Updated Look and Feel Improved screen design Product Selection SunTrust Mortgage’s complete product set available Product recommendations based on loan data Pricing Scenario Run pricing and product scenarios for those tough to qualify or product/rate shopper borrowers Locks Submit and lock 24/7, 7 days a week AUS Run LP, DU or STM’s own AUS for specific products PIPELINE Tracks all loans locked/registered with STM STATUS Track loan status from “Reg.” to “Loan Funded”

12. Change Adoption Curve A change and communication strategy is a conscientious method of enabling people to positively move through the emotional cycle of change. Source: Daryl Conner - Managing at the Speed of Change Internalization Individuals make STM their own and create innovative ways to use and improve T I M E Status Quo Vision COMMITMENT / ENTHUSIASM High Contact Individuals have heard the Transformation Program exists Low Awareness Individuals are aware of basic scope and concepts of the Transformation Program Positive Perception Individuals understand Transformation Program impacts and benefits to them Institutionalization The new Transformation Program initiatives are the way work is done at STM -- the new status quo *While the speed with which an individual moves up the Commitment Curve may vary, the stages themselves are inevitable Understanding Individuals understand the Transformation Program impacts to STM and their functional area Adoption Individuals are willing to work with and implement Transformation Program initiatives

15. Fast Forward To 2010

18. Household Lending Focuses on Reducing Losses and Increasing Revenue Reduce broken loans and improve consistency Make the process easy for both clients and teammates Improved Analytics to create visibility of process; leverage information real time Reduce cost per loan Projects will be prioritized so that foundational elements are addressed prior to more advanced functions. Make the Process Reliable Make the Process Fast, Easy, & Simple Make the Process Rich Make the Process Efficient

20. Future Standard Workflow -- Receive Credit Package & Underwrite

21. Future Standard Workflow -- Clear Conditions & Prepare To Close

22. Mortgage Origination Systems Wave 3 Wave 2 Wave 1

24. Questions