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      "text": "1. Cost to serve defined as total CCB expense less investments, auto lease depreciation, legal losses, FDIC surcharge, and geography-related impacts. Cost to serve efficiency ratio reflects cost to serve expense divided by revenue net of auto lease depreciation. For purposes of cost to serve efficiency, auto lease income is considered on an economic basis\n2. Includes employees and contractors. 2014 excludes Commercial Card headcount. During 3Q18, ~1,200 employees transferred from CCB to CIB as part of the reorganization of the Commercial Card business\n3. Reflects transactions within Consumer Banking. Represents change between 2014 - 2019\n4. Productivity defined as number of units (Card active accounts, Consumer & Business Banking accounts, and Home Lending and Auto loans serviced) per operations FTE. Represents change between 2014 - 2019\n5. Reduction in operations headcount between 2014 - 2019\n6. Defined as net new money (excluding You Invest flows) divided by average advisor headcount. Represents change between 2014 - 2019",
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      "text": "Notes on slide 6 – We continue to generate efficiencies in the underlying cost to run the business",
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