Activation

Verify whether the activation banner appears at the bottom of the page.

• If banner does not appear, account is already active. Go to Step 2A.
• If banner appears, account still needs activation. Go to Step 2B.

Confirm if all applicants are activated.

• If YES, proceed to offer next steps.
• If NO, ask if the second applicant is available and continue activation.

Follow in-system prompts via FastTrack.

1. Click Activate under the Applicant tab.
2. Click Start Activation.
3. Say

   For your security, the activation process will begin with answering identity questions. As I read the questions, please provide answers to the best of your knowledge. Once identity has been confirmed, an activation disclosure will be played lasting approximately 3 minutes. At the end of the recording, you will be asked whether you wish to accept or decline those disclosures, so please listen carefully to your options.

4. Read identity verification questions on the screen to the customer.
5. Click Submit Answers and wait for verification result.
   If receiving a Transfer for activation message

   Say

   For your protection, we are unable to validate your identity. To activate this account, you will need to speak with an Account Specialist.
   Will you please hold while I transfer you?

   Place the caller on hold. Transfer the call to Fraud Operations if it is within operation hours

   If the office is closed, submit a Case Submission Form with the case reason being Failed Call to Activate. Advise that an account specialist will call back in 24-48 hours.
6. If verified, allow the system to play the disclosure recording.

Check whether the activation is succesful.

• If activation is succesful, Go to Step 3A.
• If activation is unsuccesful, Go to Step 3B.

1. Thank the customer for activation. Advise the activation was succesful and customer can begin making urchases with the merchant.
2. If the activation sccessful message notes that an additiojnal applicant must activate the loan, get the secondary apploicant on the phone and return to Step 2B
3. Say:

   I can read you the account details now, if you have a pen and paper ready. Your Application ID is [XXXXXXXXXX], and your purchase window expiration date is [MM/YY]. You can access your account details and loan agreement at myloan.greenskycredit.com by using your Application ID and the last 4 digits of your Social Security Number.
   Please be aware that by giving your account number to your Merchant you are authorizing the purchase and accepting the terms of your loan.

4. If there is email on file, say

   Now that your account has been activated, let me tell you about our great Customer Self-Service Portal. This is an online system that allows you to view information pertaining to your loan, view current balances, make payments, set up autopay, and take control of your account. It is really the best way to manage and stay ahead of your account.
   If you are online, I can help you set that up now.

5. If there is no email on file, say

   Within 7-10 business days you will receive a letter with information regarding your loan.

• Advise we cannot activate the account without agreement to our disclosures.
• If the Customer accidentally declined the disclosures, but meant to accept them and activate the account, return to Step 2B