Agent Send2(Rev)

Agent Send

Western Union Confidential | ©2011 Western Union Holdings, Inc. All Rights Reserved.

2 basic functions of Agent Location:

Sending Money Transfers

All Money Transfers must be paid for in cash, unless the Agent accepts Debit Cards or the customer has made previous arrangements with the Sending Agent. Agents are the only ones who can advise Senders of their own restrictions or if they accept payment other than cash.

Paying Money Transfers

When an Agent in the US or Canada pays out a Money Transfer, the payment is made in the form of a check. In most cases, the Agent will have the customer endorse the check and then provide cash to the customer


Some Agents process Money Transfers by contacting the CSC; however, most are PC or Hypercom equipped. Later in this section, we address options and restrictions for use with PC-equipped Agents.

The minimum age for a customer to send money using Western Union is 18 years old. There is no age limit for persons to receive money, however, the Receiver must present valid identification or answer a test question if one is provided.


Transaction Types

Money Transfers conducted by Agents are referred to as one of three types:

Will Call Money Transfer (WMT) - Available within minutes, these transfers comprise the majority of Money Transfers handled by Western Union.

WMT service is available for both domestic and international transfers. Locations are added daily, so always check for service

WMTs are viewable to Agents in the computer for 45 days

Next Day Service - An ideal solution for a consumer who wants the cash to arrive as early as tomorrow. Next Day starts at a transfer fee of only $9.99 and is available in most Latin American and Caribbean countries- lower fees may apply for some countries. Next Day transactions are generally available after 7am the next day (for security reasons we state 24 hours to consumers ).

Directed Money Transfer (AMT – Directed to a specific Agent, for example casinos and banks)

Quick Collect Money Transfer(QQC – Directed to a specific QQC Subscriber)


Agent Responsibilities and Restrictions

The Agent collects funds, fees, and taxes (as required) from the customer and sends the Money Transfer.

Agents are responsible for clearly identifying the Sender or Receiver. If an Agent fails to establish proper identification or negligently pays a Money Transfer to the wrong person, the agency is charged for the error.

Ultimately, by utilizing Agents for Money Transfers, Western Union is providing the customer the convenience of many locations, and timely availability of funds.

2 types of AGENTSPC-Equipped Agents

Non PC-Equipped Agents


PC-Equipped Agents

Western Union Agents, who are PC equipped, use software packages called WUPOS or TransLink. These software packages enable them to send and pay transfers using their PC rather than calling the CSC to record or pay a Money Transfer. Some data is hard-coded into the Agent’s computer

For example:

Agents may send a maximum of $7,499.99 per transaction from their PC. They must phone in larger amounts

The maximum the Agent can pay per transaction is $9,000.00

Most of our Agent’s have a $1,000 maximum per check (you might even find agents who have a $500 maximum per check).

Some Agent’s have a $1,000 maximum per check.

When an Agent was converted to a MICR Printer, Agents that guaranteed "unlimited" payout could be programmed to have the ability to print a check to the maximum allowed ($7,500). Nowadays we are in the process of migrating all our agents to thermal printers, you would still have to check Agents information in regards to maximum amounts to print checks and printers assigned.

Additionally, Agents who guarantee a definitive payout amount will also be able to print a check for an amount larger than $1,000 but only after the first check in the guaranteed cash amount is printed.


Non PC-Equipped Agents

Some of the Western Union Agents are not equipped with a PC at their location.

These Agents will contact the CSC and a CSR operator will record or payout the Money Transfer for the Agent.

The Agent must be able to provide an accurate agency account number and bingo card information to send a Money Transfer over the phone.

If the Agent is requesting to payout a Money Transfer over the phone they must provide their agency account number and check number.

The Agent will handwrite the check.


Quick Reference


WUPOSWestern Union Point of Sale



Translink


The CSC Recording PackageThe CSC Recording PackageWhat you will use !


Press F5 on the Main Menu

1. 1. This is <your name>, How may I help This is <your name>, How may I help you?you?

2."I can help you with that.“2."I can help you with that.“


3. "May I have your account number, please?"

4. "And your agency telephone number with the area code first?"

5. "May I have the Bingo number for coordinates ____?“

6. "May I have the sequence number, please?"

If the Sending Agent cannot provide accurate account or Bingo card information, we cannot record the transaction for the Agent.

U0098 RECORDING BY CSC NOT ALLOWED U0099 FULFILLMENT BY CSC NOT ALLOWED

Advise the Agent that we are unable to send the transaction over the telephone and they must enter on their terminal.

If the Agent questions you on this advise them they must contact their AE for further assistance.

Note: Do not solicit for the S.I.N. (Security Identification Number) number


Press the F10 to proceed


"And Agent, does your customer have a Western Union Loyalty card?"

If Yes type the card # here & press F10

If “None“ or customer does not have an account and does

want to be enrolled, press ESC

Not in use. Use WUCCSA

instead.

If Customer forgot his Loyalty Card “May I have the Sender's Telephone Number, please?", then

press F10.


If you used the sender’s phone# instead of the Gold Card #If you used the sender’s phone# instead of the Gold Card #a Sender Selection List may appear.

Use the Arrow Keys to select a Sender + F10 to Proceed

Alternate PathAlternate Path


Alternate PathAlternate Path

Press F10 to Proceed to Transaction Destination

Screen

If the Receiver is not on the list Press F7 to go

to the “Receiver Information” to

manually type the information.

Press Esc to Cancel

If you used the Gold Card # the Receiver Selection List will appear.Highlight the Receiver’s

Name


If you pressed F7 Complete the Receiver information.

Press F10 to Proceed to Transaction Destination Screen

Alternate Path


Choose the Transaction

Destination by using your arrow keys thenPress F10 to Proceed

"Where will the funds be picked up?"


For USA Destination, choose the Expected Payout Location (EPL) by highlighting the

State then press Enter to proceed.

"What State will the Receiver pick up the funds, please?"


Choose What Type of Service

Then press Enter to proceed.

Money In Minutes means the money will be available for

pick-up at the EPL within (15-30) minutes.

Next Day Service is cheaper and the money

will be available 7AM the next day.

We proactively choose Money In Minutes except for MT destined for Mexico.


"And the amount you are sending, please?"

Type the Principal Amount

Use Tab to toggle from one field to the next.Hold Shift+Tab to go back to the previous field.

Or Arrow Keys

The Financial Summary Section auto-fills with the appropriate charges. (Use

Alt+J to do a manual adjustment on the charges if

needed & Alt+N to add a promo code if needed)"And the City, State and

Zip please."Type the Sender’s Address (Street, City, State & Zip)

"Is there a Message or Test Question, Agent?"Hold Alt+ (highlighted

letter) to add any of the Additional Services

"And what city will the Receiver pick up the funds?"

Type the city of the Expected Payout Location (Note: The State is

auto populated use F5 to change the state)

"And the Sender's telephone number, starting with the

area code please."Type the Sender’s Phone #

"May I have the Sender's name, please?"

Type the Sender’s Name (Use Alt+C here to change the name

format)

"May I have the Receiver's name, please?"

Type the Receiver’s Name (Use Alt+C here to change the name

format)

New Sender

Note: If the charges in the website, price shopper & CSC Package Note: If the charges in the website, price shopper & CSC Package Differs use the lowest charge.Differs use the lowest charge.


ALT+Q (Adding Test Question)


ALT+M to add Message


Alt+D (Delivery Option)


CSR Validates the information


SENDER/RECEIVER INFO REQUIREMENT


T6103 Transaction Stopped Max Send Exceeded (Jamaica) Transfer to CPP and T6338 Transaction Stopped Max Amount Exceeded (Costa Rica OR any other country) Transfer to LPMT

The Western Union system will automatically reject certain transactions meeting risked based criteria:

These controls apply to transactions sent from US to Jamaica; however, Western Union is not publishing the specific details of these controls so as not to compromise their integrity.

The System will enforce these rules at the Point of Sale while the consumer is still at the counter conducting the transaction.

The System will automatically recognize and prevent transactions meeting the risk based criteria and will display the following error message: “T6103 TRANSACTION STOPPED MAX SEND EXCEEDED”.


Consumers whose transactions are prevented by these rules are not permanently restricted from sending money to Jamaica through Western Union.

Consumers are able to continue to use Western Union to send other transactions as long as they do not match a known fraud profile. These rules are a preventative measure intended to protect consumers from falling victim to lottery, prize and other consumer fraud scams.

NOTE: Every time you find a transaction suspicious (fraud or scam related) you should force pay and transfer to CPP (Consumer Protection Program). Avoid providing details that might cause the caller to ask questions you might not be able to respond.

If you receive any questions from the Agent or consumer refer to the script below:

Script

“Western Union has introduced system controls to help protect consumers from falling victim to fraud scams. This transaction fits a known profile for fraud. Unfortunately I am unable to send your transaction at this time. However, you are able to continue to use Western Union to send other transactions as long as they do not match a known fraud profile.”

We suggest the agent provide the sender the Western Union Consumer Fraud brochure as appropriate.


CSR will verify Agent Account Info and press F10 to Proceed and F10 to SEND


Summarize the Call or Action Taken"You are sending $1.00 to Violet Fields in Sedalia, MO the fee is $14.99”

“The total amount to be collected is $15.99”“Have you collected the amount?"

Offer of Additional Assistance“Is there anything else I can help you with?“

If Yes close the call appropriately.If No “How may I further assist you?”

Closing - Internal (Agent, Internal Dept. etc.)"I'm Operator 123. Thank you for calling.

Please hold for the Money Transfer Control #"

Closing – External (Customer is Calling)"Thank you for choosing Western Union."

Press F10 to Send the Money Transfer (FLA will be transferred to the IVR)

Hold Shift+F9 then F10 (if the FLA has other MT/concerns this will send the MT but will retain the FLA & his information

on the line)The MTCN (red box) will appear so use the

following scripting:"Your Money Transfer Control Number is

_________. The transfer was filed at ____.

If IVR does not work the MTCN (red box) will appear.Use the following phrase:

"Your Money Transfer Control Number is _________. The transfer was filed at ____. Thank you."


MTCN will be generated


The New Agent Send Money EPL Screen



It Is Against the Law

• To make up any identification information, a Social Security, passport or Alien Identification number because the customer doesn't have one, can't find it, or can't remember it.

•To enter "999 99 9999", "123 45 6789" or other false information in any of the ID fields.

•To enter an obviously false number or a number the customer is obviously making up for any of the identification fields.

•To let someone else send the transaction because the customer doesn't have proper identification, a SSN, passport or resident Alien ID.


It Is Against the Law

•To change the amount to avoid providing or showing required information.

•To allow a customer to split or structure their transaction to avoid providing the required information.

•To complete the transaction if a customer refuses to provide the required information.

If customer is not a U.S. citizen, (uses a passport as identification and does not have a social security number) the passport number must be used in the social security number field on transactions of $3,000.00 or over. The number can be numeric and alpha and may or may not be 9 digits in length.


State and Country RestrictionsOklahoma State TaxEffective July 1 2009, Oklahoma state law places an additional fee on all “send” consumer-to-consumer money transmissions. Western Union and its authorized delegates are required to collect and send this fee to the state.

If the Sending Agent location is located in Oklahoma (OK) the Sender will be charged an additional $5 for each money transmission up to $500, plus 1% of the amount in excess of $500.

Qualifying consumers who file an Oklahoma State Tax return may be eligible for a tax credit in the amount of the fee paid beginning with their 2010 Oklahoma State Tax return (filed in 2011),

Western Union's system will automatically calculate the fee and display it in the ‘Message Charge’ field. The total fee collected from the consumer will now include this additional charge.

Eligible Transactions

The Oklahoma state tax will apply to consumer to consumer transactions only; not to Quick Collect transfers.

Oklahoma Sender Receipt Message

The following Receipt message will print on all receipts for Send transactions from Oklahoma:

As of 7/1/09, OK placed a fee on cnsmr-to-cnsmr trnsfrs. The fee is $5 per “send” up to $500, plus 1% thereafter. You may be eligible for a tax credit equal to the fee on your 2010 OK Tax Return (filed in 2011). Retain this receipt for your tax records.


Sending From Arizona

Sending transactions within Arizona (sent from and received in Arizona) are limited to $450.00 in a business day. The Agent is required to collect and record information from current government-issued photo identification. The Sender/Receiver Info screen will need to be completed.

For send transactions from Arizona to any out of state or out of country location, the following is required:

Less than $1000.00 – No identification is required.

Single transactions $1000 or greater – Primary and secondary identification are required.

Multiple transactions totaling $1,000 or more in one day will be required to provide Social Security # (or Alien ID, passport or Tax ID#) and Date of Birth and Occupation


Payout Restrictions to Nigeria

The Central Bank of Nigeria (CBN) has put in place a new directive effective requesting all banks in Nigeria to pay out an international Money Transfer only if the recipient has a bank account or has a referral from someone who has a bank account within their network. Nigerian banks do not accept interbank reference, which means that a money transfer can be paid out only in the bank that holds the receiver's or referral account. This new directive aims at improving Nigeria's position in controlling fraud and reducing anti-money laundering risks.

Check the F2 Zoom on the CSC Recording Package for the most updated information. The current information is as follows:

"As required by the Central Bank of Nigeria, effective from the 5th of August 2010, all Money Transfers to Nigeria will only be paid out to a receiver in Nigeria if the receiver:

Is the holder of a bank account, this bank account will be utilized to confirm the true identity of the receiver,

Should the receiver not have a bank account, the receiver can make use of a referee, this is a person who is the holder of an existing bank account that is able to confirm the true identity of the receiver and that the beneficiary is the legitimate owner of the funds."


Cuba Money Transfers

Western Union offers Will Call Money Transfer service to Cuba, but there are important legal restrictions we must follow. Please review the following restrictions:

Cuba Agents systems are equipped with electronic affidavits that the Sender is required to fill out by answering regulatory questions before a Money Transfer can be released into our system for payment in Cuba.

Money Transfers to Cuba must be recorded on the Sending Agent’s PC; or they can call Western Union and use Money Transfer by Phone service.

The Money Transfers must be sent to a “close relative” which is defined as being the Sender’s spouse, child, grandchild, parent, grandparent, great grandparent, uncle, aunt, brother, sister, nephew, niece, first cousin, mother-in-law, father-in-law, son-in-law, daughter-in-law, or spouse, widow or widower of any of the persons listed in the “Allowed Relationships” chart below.

Under the U.S. regulations, a qualified person in the U.S. is someone who is subject to the laws of the United States, is at least 18 years old and is sending money from unblocked funds to a “close relative".

Payment is made in U.S. Dollars.

Consult the Cuba USD F2 Zoom function key Zoom FIF Files for complete details.


India Send and Pay out Restriction

* As a Government requirement, maximum payout amount should not exceed USD

2,500 per transaction. Sender threshold amount has therefore been set at Indian Rupees 131,200 to ensure exchange fluctuations do not result in the transaction being declined to the receiver.

* As a Government requirement, a single payee can only receive a

maximum of 30 transactions per calendar year.


Mexico Money Transfer ServicesDinero En Minutos

Dinero in Minutos literally means, “money in minutes”

Dinero Dia Siguiente

A Next Day Service, funds are available in 24 hours at any Western Union location.

Giro Paisano

Available exclusively at all Telecomm Telegrafos locations in Mexico. Receivers will be able to pick up funds at any Telecomm Telegrafos location. Offers money in minutes, same as Dinero en Minutos

Giro Telegrafico Without Notification

Available exclusively at all Telecomm Telegrafos locations in Mexico. Receivers will be able to pick up funds at any Telecomm Telegrafos location.

Giro Telegrafico With Notification

Services offered are the same as with Giro Telegrafico Without Notification, however it also provides the Receiver with a written notice delivered to their home, communicating the funds are available for pick-up. The notice will generally be delivered within 48 hours.


U.S. Military Locations

The following is a list of all current active Western Union Agent locations on U.S. Military installations (Army, Navy, Marine Corps, and Air Force Bases) outside the United States. Transactions sent to or from these Agents can only be performed by U.S. military personnel or their dependents or by anyone with Exchange privileges on these bases. When sending Money Transfers to Receivers at one of these bases, the transaction must be sent as a domestic Money Transfer. The Expected Payout State is as follows:

US Military Atlantic (AA)

US Military Europe (AE)

US Military Pacific (AP)


Fixed On Send

"Fixed on Send" (FOS) locks the exchange rate in at the time the transfer is sent for almost all-outbound international transactions from the USA and Canada (North America Outbound/NAOB). The computer will set the exchange rate at the time of sending and will "remember" that rate, even if changes are made to the transaction. The exchange rate and the amount to be paid out will print on the Sender’s receipt. For unfixed countries, Western Union will pay the exchange rate in effect at time the funds are picked up or follow the steps To Manually Fix a Send Transaction.


Exchange Rate DisputesUse the following scripting if a customer asks why Western Union foreign exchange rate is different from the market rate:

"Western Union is not a bank; therefore we do not qualify for a rate as favorable as a bank may get."

"Western Union has to consider the risk involved in setting up Agent locations in foreign countries. Western Union sets foreign exchange rates accordingly in order to absorb some of the risk."

If the customer is still questioning the setting of our exchange rates, remind the customer:

"The availability of money within minutes and the convenience of many Western Union locations are worth a slight difference in foreign exchange rates to most people."

Exchange Rate RemindersAdvise the customer exchange rates change on a daily basis, and the rate quoted is for the current date only. For fixed Money Transfers, it will be the rate in effect on the date sent that the Payee receives. For unfixed Money Transfers, the Payee receives the rate in effect on the date the funds are picked up.

If the Caller does not provide a send amount, always use $1,000.00 to give the most accurate exchange rate.

Exchange rates for most countries are automated, and change at 5pm or 12 midnight EST. A few countries are still changed manually throughout the day by the Manager on duty.


US Military

Canadian Originated Money Transfer


QUICK COLLECT KEY TERMSSubscriber (Account Number)

The Subscriber is the company where the funds are sent. A Subscriber is the business office location that actually receives and processes the payments that

post to the customer’s account. Subscribers in the USA and CANADA are Domestic, all others are International. International Quick Collects are referred

to as Quick Pay.Code City

Each Quick Collect Subscriber chooses a unique code city name that identifies the Subscriber’s particular location. This “pseudonym” is

random and mythical and is not the physical location, except for Ford Motor Credit, whose code city is the Subscriber’s real city.

The Code city is what DIRECTS the QQC Money Transfer to the correct location.

Quick Collect Money TransferThe Quick Collect Money Transfer service was established in 1989 as a debt-paying service directed primarily towards credit and collection businesses for seriously past due accounts. Quick Collects are referred to as Directed Transfers (not held in the Will Call queue). Since that time, the service has expanded to include all types of payments, including but not limited to:

•Mortgage payments•Cellular phone deposits•Student loan repayments•Parking Tickets•Child Support payments•Airline Tickets•Inmate accounts

Quick Collect transactions can be paid for in Cash at an agency or over the phone using a credit card, (MasterCard or Visa), or on the Western Union web site, www.westernunion.com, using MasterCard or Visa. Quick Collect Money Transfers offer the customer an option when expediting bill payments. Quick Collect Money Transfers may be called in by anyone, including Agents, customers, or by using our online service.


International Money Transfers

The International MTscreen will then display. Guam and American Samoa are always considered International Sends.


Mexico Money Transfers

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