WFS Welcome Call Script Regular FINAL 2.24.2021

1 1 | P a g e PROCEDURE WFS Welcome Call Script Regular Effective Date: 2/16/2021 Introduction Call scripts ensure that only accurate, allowable company information is being shared, while also safeguarding the organization from legal and compliance issues. In short, these scripts help keep every member of the call center team consistent, accurate, and effective. Scope The requirements of the WFS Welcome Call Script Regular procedure applies to all employees of Westlake Financial Services involved in the originating and processing of WFS loans. The following set forth the guidelines for Westlake Financial Services (WFS). Purpose This document is intended to maintain compliance with all regulations relating to communication with customers over the phone. Procedure Detail It is preferred but not required to make at least 3 attempts to perform a Welcome Call by any servicing agent who is available. Step 1 Greeting Good (morning, afternoon, evening), may I speak to (customer first & last name)?

2 Buenos (dias, tardes, noches). Puedo hablar con (customer first and last name)? Once the caller identifies themselves as the customer: This is (Agent First & Last Name) calling from Westlake Financial Services. All calls may be recorded and/or monitored for quality assurance purposes. Once the caller identifies themselves as the customer: Soy (agent first and last name) de Westlake Financial Services. Para mantener la calidad de servicio, esta llamada podr a ser grabada y/o monitoreada. Note: Follow the inbound call monitoring guidelines to greet and identify/verify customers on all inbound calls. Step 2 Opening This is a courtesy call to Welcome you to Westlake Financial Services and let you know how much we appreciate the opportunity to service your loan. The reason I am calling today is to confirm a few pieces of information with you as well as answer any questions you may have. Is this a good time for you? Esta es una llamada de cortesia para darle la bienvenida a Westlake Financial Services y hacerle saber cuanto appreciamos la oprtunidad de proveerle servicio a su pr stamo.

3 La raz n por mi llamada es para confimar algunas piezas de informacion y para responder cualquier pregunta que usted pueda tener. Es este un buen momento para usted? 2 | P a g e PROCEDURE WFS Welcome Call Script Regular Effective Date: 2/16/2021 If Yes: Proceed to Step 3 If No: Okay. Please call us back at (888) 739 9192 at your earliest convenience so we can discuss how to successfully manage your loan with us. Also, you can access your account online at I will send you an email with the link so you can visit the site at your convenience. Thank you. (end call) If No: Bueno. Por favor llamenos al (888) 739 9192 a su temprana conveniencia para que podamos discutir como exitosamente administrar su prestamo con nosotros. Ademas, usted puede acceder su cuenta en linea en Le enviare un correo electronico con el enlace para que pueda visitor el sitio a su conveniencia. Gracias. (end call) Step 3 Confirm account Information To help us provide the best possible service we would like to confirm a few pieces of information: Para ayudarnos a brindar el mejor servicio posible, nos gustar a confirmar algunos datos: 1.

4 Is (xxx) xxx xxxx, the telephone number that we may use to contact you for the administration of the loan? (Verify and update if necessary) Es (xxx) xxx xxxx, el n mero de tel fono que podemos usar para contactarlo para la administraci n del pr stamo? (Verify and update if necessary) 2. Is there an alternate number that you'd like to add to the account ? (Document/update number if necessary) Hay alg n n mero alternativo que quiera agregar a la cuenta? (Document/update number if necessary) 2a. (If there is an alternate number) Can we also use this number to contact you for the administration of your loan? Podemos utilizar este n mero para contactarlo para la administraci n de su pr stamo? 3. Is the e mail address correct? (Verify and update if necessary) La direcci n de correo electr nico es correcta? (Verify and update if necessary) 4. Is your address correct? (Verify and update if necessary) Su direcci n es la correcta? (Verify and update if necessary) 5.

5 Is the vehicle a ? (Confirm year make and model) El veh culo es un ? (Confirm year make and model) The following questions 6 8 are to be used for accounts conditioned Waiver Accounts only . Accounts conditioned as a Waiver account are those accounts where a verification call was waived at the time of origination of the Retail Installment Sales Contract: (If an account is not conditioned as a Waiver account , proceed to Step 4) 6. Have you experienced any transmission or engine problems? 3 | P a g e PROCEDURE WFS Welcome Call Script Regular Effective Date: 2/16/2021 Ha tenido alg n problema de transmisi n o motor? If Yes:. Advise the customer to contact the dealer regarding his/her concerns. SI: Aconseje al cliente que se comunique con el distribuidor al respecto del veh culo. If customer states, they already went to the dealer and they are not helping: Submit a Fraud Review Request under Early Mechanical Issues review 7. Can you please verify the down payment amount?

6 (Verify) Puede verificar la cantidad de su pago inicial? (Verify)If the amount stated by the customer does not match the down payment listed on the contract, ask the following questions and notate the account : 7a. Is there money still owed to the Dealer? 7a. Hay alguna cantidad de dinero que todavia le debe al concesionario? 7b. When are you scheduled to pay the remaining balance? 7b. Cuando es la fecha que tiene que pagar el balance restante? o Only if the amount is over $500 Please follow the Fraud Review Process related to Customer still Owes Money to Dealer . 8. Was this vehicle purchased for someone else that is not in your household? Este veh culo fue comprador para alguien que vive fuera de su hogar?? If Yes : Ask two additional questions and notate the account . 8a. Please provide the name, relationship, phone number and address of the party in possession of the vehicle. 8a. Cual es el nombre, relacion, number de telefono y direccion de casa para la persona que esta en posesion del vehiculo?

7 8b. Was the Dealer aware that this vehicle was purchased for someone else? 8b. Sabia el concesionario que este vehiculo fue comprador para otra persona? o If the answer is Yes to question 8b: Submit a Fraud Review Request under Vehicle was not purchased for the customer category and notate the account . Step 4 Payment Options and My account Now that we have confirmed this information, I would like to share with you some payment options. I see that your 4 | P a g e PROCEDURE WFS Welcome Call Script Regular Effective Date: 2/16/2021 payments are due on ( account Due Date). Westlake Financial offers an automatic payment program that is absolutely free of charge and allows you the peace of mind that your bill is paid on time each and every month. Would you like to get started today? Ahora que hemos confirmado esta informaci n, me gustar a compartir con usted algunas opciones de pago. Veo que los pagos vencen en (fecha de vencimiento de la cuenta).

8 Westlake Financial ofrece un programa de pago autom tico que es absolutamente gratuito y le permite la tranquilidad de que su factura se paga a tiempo todos los meses. Le gustar a comenzar hoy? If Yes: Send the ACH DocuSign form. This form needs to be filled out completely, signed and sent back. If Yes: Send the ACH DocuSign form. Este formulario debe completarse por completo, firmarse y enviarse de regreso. If No: We do offer a website called My account that allows you to manage your loan by making payments online and provides you the option to view your payment history. Would you like me to set you up on MYACCOUNT right now? If No: Ofrecemos un sitio web llamado My account que le permite administrar su pr stamo realizando pagos en l nea y le brinda la opci n de ver su historial de pagos. Le gustar a que lo/la establezca en MYACCOUNT ahora mismo? If Yes: Ok great. Let me get you set up. If Yes: Genial. Permitame establecerlo/la. o Set the customer up on my account : 1.

9 Log in to the My account registration 2. Enter the required fields for the customer 3. Set up a temporary password; and 4. Inform the customer that a confirmation link will be sent to their personal email where they can complete the registration process and change the password to one of their choosing. If No: Ok, how do you typically make your monthly payments? Provide the below payment option description that best suits the customer. If No: Ok. Como suele usted hacer sus pagos mensuales? Provide the below payment option description that best suits the customer. 1. IVR: You can call (888) 739 9192 to make your payment over the phone or with the help of an agent. A 3rd party processing fee of $5 may be charged depending on the state in which you live. IVR: Puede llamar al (888) 739 9192 para hacer su pago por tel fono o con la ayuda de un agente. Se le podria cobrar una tarifa de $5 en procesamiento de terceros dependiendo del estado en el que viva. i.

10 A processing fee is charged in the following states: AL, AK, AZ, CA, CO, DE, GA, ID, IL, IN, IA, KY, LA, ME, MD, MN, MO, MT, NE, NV, NJ, NY, OH, OK, OR, RI, SC, TN, TX, UT, VT, VA, WA, WV, WI, WY 5 | P a g e PROCEDURE WFS Welcome Call Script Regular Effective Date: 2/16/2021 2. Mobile App: Our mobile app can be downloaded from the Android or Apple store. To locate the app type "Westlake my account mobile in the app store search engine. Simply download the app and follow the prompts. Mobile App: Nuestra aplicaci n m bil se puede descargar desde la tienda de Android o Apple. Para encontrar la aplicaci n, escriba "Westlake my account mobile" en el motor de b squeda de la tienda de aplicaciones. Simplemente descargue la aplicaci n y siga las instrucciones. 3. Walletron MoBills: You can use your Apple or Android mobile wallet to pay your bill, view your account balance and due date, and set helpful reminders. Walletron MoBills: Puede usar su billetera m vil Apple o Android para pagar su factura, ver el saldo de su cuenta y la fecha de vencimiento, y establecer recordatorios tiles.