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Amend Transactions

Opening Spiel
Ask the Customer for the Reference #
Key Spell to Confirm the Reference # Provided
Ask the Caller for the Sender's Complete Name
Ask the Caller for the Receiver's Complete Name

Tell the Customer that you'll be Pulling Up his Profile & to stay on the line
- Copy the Customer's Mobile # and Last Name to Pull-up Profile
Tell the Customer that you'll be requesting more information

Ask the Caller for his Date of Birth
Ask the Caller for his Street Address

Assure the customer that you'll proceed with amending the customer's name
Request what changes need to be made on the customer's name.
Tell the Customer that you'll put the line on-hold.

Proceed in Amending the Customer's Name following the KB Guidelines

Tell the Customer You're Almost Done when You Are.

Spiel for the Customer once Amend is Completed:

I'm done amending the name of _____________.
Please advise the Receiver to to Bring His Valid ID and the Reference # to Pick-up the Money.

Tell the Customer about the MGO Self-Service Spiel:

Just to let you know that MoneyGram has an Online Self-Service Portal
That allows the customers to amend their receiver's name,
Cancel their transaction to get a refund, and;
Check the transaction status w/o the need to contact MGI Call Center.
All you need to do is to access MoneyGram Help Center at www.moneygram.com/helpcenter.

Is there anything else I can help you with?
Thank you for calling MoneyGram. Again, my name is Eds. Have a great rest of your day.