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Five9* https://login.five9.com/ Five 9: marissa.bagagnan PW: Godhelp@2016

Teams https://teams.microsoft.com/v2/?tenantId=d3a38305-d78d-402b-a3db-8f598d615ae1&clientexperience=t2 PW: Godhelp@2016

***Abbreviation *** https://docs.google.com/spreadsheets/d/1oUQSpWNDr_Y7Mne6RuerT9JNyq-bT8E-/edit?gid=204592100#gid=204592100

Parkwest File https://phocus-my.sharepoint.com/:x:/g/personal/vergara_maricel_fusioncx_com/EWqWvTUOolhJm6Oazg35TS8BNGwh9f4mz51EuYP4_HsTsw?rtime=KhcouM3F3Eg

Please be aware that this call will be recorded for quality assurance and training purposes.

*Hi_______ My name is Yuri. Your request with My Quick Wallet is ready. Please call us right away to confirm it at 844-554-2158 That number again is 844-554-2158.

*Hi ________ My name is Yuri. Your request with My Full Wallet is ready. Please call us right away to confirm it at 844-261-7195That number again is 844-261-7195.

*Hello. This is a courtesy call for ________ from MQW. Please give us a call back. Our phone number here is 844-554-2158 Again that is 844-554-2158.

*Hello. This is a courtesy call for ________)from MFW. Please give us a call back. Our phone number here is 844-261-7195 Again that is 844-261-7195.

Tracker for Sucessfully Transfer* https://docs.google.com/spreadsheets/d/19u5pwh8AkzfsFsFWDXXLBM1BxO6mdLmK5gf6U_1TerY/edit?pli=1&gid=219953647#gid=219953647

WWAP Woman Who Answered The Phone MWAP Man Who Answered The Phone LGVM Left General Voicemail LPVM Left Personal Voicemail APPN As Per Previous Note NIS Not In Service/No Longer In Service XFERRED Transferred VM Voicemail MB Mailbox MBF Mailbox is Full VMB Voicemail Box POR Place of Residence POE Place of Employment VOE Verification of Employment HU Hung Up NIS Not In Service/No Longer In Service NRF No Routes Found CB Call Back DX Disconnected NML No Messages Left DNC Do Not Call

"NEW CUSTOMER VERIFICATION INCOMPLETE or COMPLETE." SPIEL "Upon checking your account, someone is already working on it. All you need to do is wait for a callback from that representative to finish your application. He or she will be calling you in a minute. Thank you, and have a great day." Scam Rebuttal "I understand where you are coming from, because scams nowadays are everywhere, but I guarantee that we are not one of them. You can visit our website, myquickwallet.com/myfullwallet.com, for your reference. You can check it while I'm still here on the phone with you for us to proceed."

CX is asking for assistance signing up for an account in the lender's- website: "We only work on what we have in our system. Unfortunately I won't be able to help you. You can try applying to Paydayloans.com or Advance America"

Spiel for Escalated call I apologize for the inconvenience. I am reaching out regarding the application you submitted online. Please be advised that if you continue to use offensive language, I will have to escalate this call to my Team Lead.

I’m sorry you’re upset, but I need to ask you to please stop using offensive language. I will now transfer you to my Team Lead who can assist you better.

Please wait a moment. I will escalate this call to my Team Lead.

*Hello. This is a courtesy call for _____please contact MQW customer service. our phone no here is. 844-554-2158 again 844-554-2158

*Hello. This is a courtesy call for____ please contact MFW customer service. our phone number here is 844-261-7195 Again that is 844-261-7195

NCT Done. IBV sent successfully. Xfrred to APD

set cb after 15 mins *** 441049439

Great perfect fantastic awesome Amazing Wonderful

Accidentallt pull up again automated assistant > no good option unavailable | appears to be dx WWAP said dont know the cx/ this is a personal number mwap said he is not familiar with cx name

Accidentally dialed before pp2 & pp3 || fax tone - hu Phone 1: 386-588-1115-- ring - dead air - HU-CB accidentally pulled up the account again Google assitant operator -Can't take the call now hu

I'm not comfortable giving my routing number "If your not comfortable giving your routing number that's fine, we can just obtain that from your bank and it's not needed at this time"

*Hi_ My name is Yuri. Your request with My Quick Wallet is ready. Please call us right away to confirm it at 844-554-2158 That number again is 844-554-2158. *Hi My name is Yuri. Your request with My Full 06/18/1988allet is ready. Please call us right away to confirm it at 844-261-7195That number again is 844-261-7195.

when customer said it was scam

"We understand why you are skeptical but we are a licensed loan company operating in compliance with all regulations. We appreciate this opportunity to provide you with more information about our company. Our main office is located in South Dakota but we are a servicing center in the Philippines. I can also provide you our website which is [website] for further information. Would you like me to set up a callback for you instead? when cx said he/she don't have account "Unfortunately, we cannot accept applications directly. You will have to apply through a third party, after which your application may be matched with our company. You can try applying in one of your local payday loan companies there, or search for payday loans online, and once we get matched up we will get in touch with you right away" declined account "Upon pulling up your account, I can see that you have been previously declined by the previous adviser and at this moment we are unable to process the application" cx is an independent contractor Spiel: "Are you using payroll company to pay to yourself? If no then "Decline" - "The system is advising me that we are unable to process your application due to the nature of your employment. Your pay frequency depends on how and when you want them to receive and will not work with our system" Can I leave you with our number and website details in case you change your mind?

When to Dial Once: Rang Out (Strictly 45 Seconds) VMB not set up No good option for operator / HR MB is full - 5 SMS notif Fax tone Wrong Number DNC

EVERYTHING ELSE DIAL TWICE

Thank you for calling My Quick Wallet. We appreciate your business. My name is Yuri. Can I please have your social security number to access your account?" Please be aware that this call will be recorded for quality assurance and training purposes.

Things you can disclose:

No name, No SSN/Email (Basically 3rd Party): Abbreviation - MQW/MFW Callback Number - 8445542158/8442617195 3rd Party Message

Non working number (dial 2x) Not a working number (dial 2x) Rang out (wait for 45 seconds) Dead Air ( wait for 45 seconds - dial 2x) NIS (dial 2x)