Western Union Telemundo Prepaid MasterCard Script

Thank you for calling about the Western Union Telemundo Prepaid MasterCard. This is _____ and I'll be happy to assist you today.

Note: If the consumer is calling because they failed the online enrollment process, insert this line.
"I'm sorry for the inconveniences you experienced when enrolling online, how can I help?"

You've made a great decision to get the Western Union Telemundo Prepaid MasterCard; it's the card that helps you better manage your money from two brands you know and trust!

With your card you will be able to easily track your balance online or through SMS notifications and it can be used anywhere Debit MasterCard is accepted. Best of all if it is lost or stolen, your money is protected by MasterCard's Zero Liability Policy!

To help you breathe a little easier, this card has NO monthly maintenance fees, NO purchase transaction fees, and NO overdraft or late payment fees. There are certain fees associated with the card, for example if you withdraw money at an ATM. Just check the terms and conditions which will arrive with your card within 7-10 business days.

Since there is no obligation and it's FREE to sign up for the card, would you like to get started?

Enrollment Process

Can I please have your name?

Thank you, Mr/Ms (consumer's name) can I please have your Social Security Number?

YES & provides their SSN:
CSR fills out the full form and completes the online form as is. You can try 3 times based on the errors that arise on the screen.

Does not have a SSN or does not want to provide it:

  • Mr/Ms (consumer's name) we are only collecting this information to verify your identification; your social security number will not be used to run a credit check, are you ok to proceed with the enrollment process?
    • If they provide their SSN, CSR fills out the full form and completes the online form as is. You can try 3 times based on the errors that arise on the screen.
    • If the consumer does not provide their SSN, see section "Alternative Process if Consumer does NOT have a SSN" below

Closing Statement If Approved

Congratulations Mr/Ms (consumer's name), you are now enrolled, and your Western Union Telemundo Prepaid MasterCard will arrive in the mail within the next 7 to 10 business days.

Once you receive your card, just call the phone number on the card to activate it and then you're ready to add money and start shopping! Remember to sign up for direct deposit, it's simple and FREE, and if you do we'll add $10 to your card! All the information will be provided when you receive your card.

Thank you for calling Western Union, have a great day.

Closing Statement/Alternative Process if NOT Approved with a SSN

Mr/Ms (consumer's name), I'm sorry to inform you your information was not able to be verified (after 3 tries) and we are unable to issue you a prepaid MasterCard card today. But we have an alternative identification process that we can use to validate your identity, which will require you send to send some additional documentation to us. Would you like to continue?

NO: Close script

Thank you for contacting Western Union. Have a great day.

YES: Please continue below

The IDs we accept for the alternative identification process are:

  • A USA Driver's License
  • Matricula Consular ID
  • Passport
  • IFE Card
  • Green Card or Work Visa
  • US Military ID
  • USA State Issued ID (like a DL; but with no driving privileges)

Which government ID would you like to use for the enrollment process?
(Once an ID is chosen from the list above, continue with the below statement)

Great, let's continue with what documents you have as proof of residence. Remember we are only collecting this information to verify your identification. The documents we accept to validate your address is:

  • Utility bill in your name (gas, electricity, cable, internet, insurance)
  • Renter's agreement with your name on it
  • ITIN (individual tax identification number)

Continue to the enrollment process below with Step 1.

Alternative Process if Consumer does NOT have a SSN

Ok, no problem, if you do not have a Social Security Number we can take other government ID's in combination with proof of your address. The alternative ID's are:

  • A USA Driver's License
  • Matricula Consular ID
  • Passport
  • IFE Card
  • Green Card or Work Visa
  • US Military ID
  • USA State Issued ID (like a DL; but with no driving privileges)

Which government ID would you like to use for the enrollment process?
(Once an ID is chosen from the list above, continue with the below statement)

Great, let's continue with what documents you have as proof of residence. Remember we are only collecting this information to verify your identification. The documents we accept to validate your address is:

  • Utility bill in your name (gas, electricity, cable, internet, insurance)
  • Renter's agreement with your name on it
  • ITIN (individual tax identification number)

Continue to the enrollment process below with Step 1.

Please sign in to CSA and use one of the proxy assigned to you for the program the customer is calling for. (Remember: proxy is a 13 digits number)

Step 1: Go to Advance Search and enter the proxy number in the Proxy Number search field.

file

Step 2: Confirm the following:

  1. Card belongs to program the customer is interested in enrolling to Telemundo InstantIssue NoReload
  2. The card is not assigned to anyone, Name field is empty
  3. The card is READY status
  4. There is no value on card
file

Step 3: Start the enrollment hitting the "Register Cardholder" button

SO, let's continue with the enrollment, may I please have:

  • The spelling of your first name, Initial, Last Name
  • Address
  • City, County, State, Country, Zip Code
  • Home Number
  • Date of Birth starting with Month, Day Year
file

Step 4: Confirm the information with Customer without submitting.

Let me confirm the information with you, (first name, last name) and the address is (address) and telephone number is (home phone) and Date of birth is (birth date).

file

Step 5: After submitting, please DO NOT read the text to the customer. The customer still needs to pass through the Alternative ID process.

file

Step 6: Hit "OK".

Step 7: Confirm the account details are consistent with the information entered in "accountholder details" section.

Step 8: Inform Customer that their information was registered and they will need to fax or email documents to complete the validation process.

Your registration is complete the next step is for you to fax or email A COPY of your ID and proof of address. Do you have a pen and paper where you can write the details for the fax or email address?

YES: Continue

NO: Hold while customer gets pen and paper.

Ready? The fax number is 877-887-1962 and the email address is prepaidid@westernunion.com. Please include your name and the following reference number (13 digits proxy number used) in addition to including a photo copy of your ID and proof of address. The approval process could take up to 7 days. A representative will give you a call to let you know the status of your enrollment at that time.

Thank you for calling Western Union, have a great day.