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Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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)
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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 AGENTS
PC-Equipped Agents
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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 Agents 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 Agents have a $1,000 maximum per check (you might even find agents who have a $500 maximum per check). Some Agents 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.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Quick Reference
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
WUPOS
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Translink
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
4. "And your agency telephone number with the area code first?"
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 thefor transaction over the telephone 5. "May I have the Bingo number coordinates ____? and they must enter on their terminal. If the Agent questions you on this advise them they must contact 6. "May I have theAE sequence number, please?" their for further assistance. Note: Do not solicit for the S.I.N. (Security Identification Number) number
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
"And Agent, does your customer have a Western Union If None If Customer forgot his Loyalty Card Loyalty Not incard?" use.and does want to be or customer does not have an account May I have the Sender's Telephone If Yesenrolled, type Use the WUCCSA card # here instead. & press F10 Number, please?",press then ESC press F10.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Alternate Path
If you used the senders phone# instead of the Gold Card # a Sender Selection List may appear. Use the Arrow Keys to select a Sender + F10 to Proceed
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Alternate Path
IfHighlight you usedthe the Gold Card # the Receiver Selection List will appear. Receivers Name
Press Esc to Cancel If the Receiver is not on the list Press F7 to go to the Receiver Information to manually type the information.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Alternate Path If you pressed F7 Complete the Receiver information. Press F10 to Proceed to Transaction Destination Screen
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Choose the Transaction Destination by using your arrow keys then Press F10 to Proceed
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
For USA Destination, choose the Expected Payout Location (EPL) by highlighting the State then press Enter to proceed.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Money In Minutes means the money will Next Day Service is cheaper and be available the for pick-up at the EPL within money will be available 7AM the (15-30) minutes. We proactively choose Money In Minutes except next for day. MT destined for Mexico.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Use Tab to toggle from one field to the next. Hold Shift+Tab to go back to the previous field. "And the amount you are sending, please?" Or the Arrow Keys Amount Type Principal
New Sender
"May I have the Receiver's name, please?" Type the Receivers Name (Use Alt+C here to "May I have the Sender's name, please?" change the name format) Type the Senders Name (Use Alt+C here to change the name format) "And the Sender's telephone number, The Financial Summary Section autostarting with the area code please." fills with the appropriate charges. (Use Type the Senders Phone # Alt+J to do a manual adjustment on the "And what city will the Receiver pick up the charges if needed & Alt+N to add a funds?" promo code if needed) Type the city of the Expected Payout Location "Is there a Message or Test (Note: The State is auto populated use F5 to Question, Agent?" "And the City, State and Zip please." changeHold the state) Alt+ (highlighted letter) to Type the Senders Address (Street, add any of the Additional Note: City, If the charges in the website, price shopper & CSC Package State & Zip) Differs use the lowest charge. Services
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
CSR will verify Agent Account Info and press F10 to Proceed and F10 to SEND
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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?" Press F10 to Send the Money Transfer (FLA will be transferred to the IVR) Hold Shift+F9 then F10 Dept. etc.) Closing - Internal (Agent, Internal of External is Calling) (if the FLA Closing has other MT/concerns this will send the MT but will Offer Additional Assistance "I'm Operator 123.(Customer Thank you for calling. " Thank you for Union. retain the FLA &choosing his information on the line) Is there anything else I canWestern help you with ?" #" Please hold for the Money Transfer Control The MTCN (red box) will appear so use the following scripting: If Yes close the call appropriately. If IVR does work the MTCN (red box) appear. "Your Transfer Number iswill _________. If Money Nonot How may I Control further assist you? Use transfer the following phrase: The was filed at ____. "Your Money Transfer Control Number is _________. The transfer was filed at ____. Thank you."
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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 Senders 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.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
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.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
US Military
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
The International MTscreen will then display. Guam and American Samoa are always considered International Sends.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.
Western Union Confidential | 2011 Western Union Holdings, Inc. All Rights Reserved.