WESTERN UNION AGENT ANTI-MONEY LAUNDERING COMPLIANCE MANUAL
WESTERN UNIONAGENT ANTI-MONEY LAUNDERINGCOMPLIANCE MANUALEffective Date: 04/04/2014
Document Publication HistoryRevision DateDocument OwnerVersion NumberNotes02/09/20101.002/23/20101.1Monitoring sections updated03/12/20101.5Clerical corrections and monitoring update04/01/20121.6Clerical & content corrections update12/12/20121.7Layout, legal and regulatory corrections02/18/20131.8Document retention policy changes04/04/20141.9Country Specific Requirements changes
Dear Valued Agent:Western Union* is a money transmitter, and subject to laws and regulations in relation to antimoney laundering and combating terrorism financing in the jurisdictions in which it does business.Western Union is required, among other things, to develop and implement a risk-based anti-moneylaundering compliance program; maintain transaction records; and report suspicious activities.Western Union is providing this Agent Anti-Money Laundering Compliance Manual (“Manual”) toall of our valued Agent locations to ensure that you provide Western Union services in a mannerthat enables you and us to comply with your and our obligations under the various laws to whichwe are subject. Each Agent location is required to adhere to the policies and procedures in theManual.The Manual includes the following: A description of the responsibilities and duties of the person designated for overseeingadherence to the policies, procedures and requirements given in the Manual for the Agentlocation. A description of the policies, procedures and internal controls designed to ensurecompliance with applicable laws and regulations, including suspicious activity reports,employee training, location oversight and record keeping. An Anti Money Laundering (“AML”) training section. Forms that are required as part of the AML program.We have designed the Manual to assist you in understanding and adhering to Western Unionpolicies, procedures and requirements and AML legislation in connection with providing moneytransfer services, and to train your staff to understand the requirements and their role in complyingwith them.If you have questions about this Manual or your AML compliance obligations, please contact yourWestern Union representative.Sincerely,Western UnionConsumer Protection Compliance and Ethics Department* Western Union Payment Services Ireland Limited (“WUPSIL”) is an authorized payment institution incorporated inIreland and regulated by the Central Bank of Ireland. Western Union Payment Services UK Limited (“WUPSUK”) isan authorized payment institution incorporated in England and regulated by the Financial Services Authority in theUK. WUPSIL and WUPSUK are wholly-owned by the Western Union Group. The Agent has been appointed as a tiedagent of either WUPSIL or WUPSUK.
INTRODUCTIONOverview of Policies, Proceduresand Requirements Compliance Delegate ResponsibilitiesPolicies and ProceduresTraining What is Money Laundering?What is Terrorist Financing?Key Points Background and ObjectivesGeneral RequirementsHow These Requirements Apply to YouKey Points Record Keeping Requirements for Money TransfersAcceptable Forms of IdentificationKey Points Suspicious Activity Reports (SAR)What is Suspicious Activity?Red FlagsCompleting a SARHelpful Tips about SAR form InformationMonitoring Responsibilities and Hints Quick Reference PagesLarge Principal Money Transfer (LPMT) FormSuspicious Activity Report (SAR) FormTraining RecordLESSON 01Overview of Money Launderingand Terrorist FinancingLESSON 02AML Laws and RegulationsLESSON 03Record Keeping RequirementsLESSON 04Reporting RequirementsAPPENDIX
INTRODUCTIONOverview of Policies, Procedures and RequirementsCompliance Delegate ResponsibilitiesPolicies and ProceduresSuspicious Activity Report PolicyEmployee Training PolicyCompliance Monitoring PolicyLarge Principal Money Transfer Policy (LPMT)Government Sanctions and Interdiction PolicySplitting Transaction PolicyIdentification and Record Keeping RequirementsTrainingAML Compliance Training
1Overview of Policies, Procedures and RequirementsThis Agent Anti-Money Laundering Compliance Manual (“Manual”) is issued on behalf of Western Union. TheManual describes the Anti-Money Laundering (‘AML’) compliance requirements applicable to Agent locationsworking under Western Union’s License. Western Union Agents and their employees are subject to all relevantlaws within their respective countries, any relevant EU laws and regulations, as well as policies and procedures,including those designed to combat money laundering and terrorist financing activities.The Manual also includes quick reference pages with a summary of the Western Union identification, recordkeeping and reporting requirements for money transfers specific to your country. Quick reference pages areincluded and intended to be guides that are kept in a safe, convenient place for easy reference. The Manual isorganized into four sections that you need to be aware of as an Agent. The sections are as follows:Compliance DelegateResponsibilitiesPolicies and ProceduresTrainingFormsThis Manual outlines Western Union requirements. Agents may choose to implement additional internalrequirements in keeping with the best practices of your business, so long as such requirements are notinconsistent with those given in this Manual and by the law.
2The duties and responsibilities of the Compliance Delegate are outlined below and may be in addition to theother duties and responsibilities of the appointed person.The Compliance Delegate will work in collaboration with the Western Union AML Compliance department andhas the following specific responsibilities:TrainingTraining1. Ensures that new employees complete Western Union AML Compliance training.2. Ensures that all employees receive, at minimum, annual refresher training on AML Compliance, includingSuspicious Activity Reports and identification requirements.3. Ensures that all employees review compliance training and educational materials provided periodically byWestern Union.4. Provides supplemental training to employees as needed to address compliance deficiencies with theWestern Union policies and procedures that are noted through monitoring, regulatory audits or programadherence reviews.5. Ensures that initial and ongoing training efforts are documented and maintained for each employee.6. Ensure that evidence of training (both initial and ongoing) has been documented and retained in accordancewith local record keeping requirements.MonitoringTraining1. Ensures that employees identify and refer suspicious activity to Western Union or the local regulator usingthe Suspicious Activity Report form or as indicated within the Quick Reference Pages for both completedand attempted suspicious transactions.2. Reviews all Suspicious Activity Report forms and Large Principal Money Transfer forms or the respectiveforms applicable for your country for accuracy, completeness and timely submission to Western Union.3. Develops and implements appropriate corrective action for any deficiencies identified during the monitoringprocess.4. Ensures that employees follow fixed AML Compliance processes and practices at all times when engagingin Western Union transactions.5. Monitors transaction activity using daily reports, send/receive forms and/or receipts and data integrity issuesand/or investigates any significant deviations from normal trends, where applicable.Compliance Delegate ResponsibilitiesThe Compliance Delegate is the person responsible for compliance in your business. This person is responsiblefor overseeing and monitoring adherence by your Agency to the Western Union policies, procedures andrequirements given in this Manual.
3Compliance Delegate Responsibilities (continued)RecordTrainingKeeping1. Ensures that the Manual is maintained in an accessible place and that any updates received from WesternUnion are incorporated into the Manual.2. Maintains the AML-related monitoring and training records.3. Ensures that all required report forms and supporting documents are transmitted to Western Union or yourlocal regulator in a timely fashion.4. Ensures that all documents relating to consumer transactions are retained in a safe and secure place incompliance with local regulations (please refer to the Quick Reference Pages within this Manual for moreinformation).OtherTraining?1. Serves as the primary contact with Western Union AML Compliance Department. In addition, when needed,serves as a contact during regulatory audits by Country authorities, liaising with the Western Union AMLRegional Manager during these audits.2. Serves as the primary contact for Agent Compliance reviews conducted by Western Union and is responsiblefor responding to review findings and implementing corrective action.3. Coordinates the process for identifying suspicious activity, completing and submitting Suspicious ActivityReports or the respective reports applicable for your country for completed or attempted transactions.
4COMPLIANCE POLICIESAgents and their employees mustcomply with Western Union AMLpolicies and procedures, which maybe updated by Western Union fromtime to time.All employees conducting Western Union transactionsmust know and comply with the policies, procedures andrequirements set forth in this Manual, as updated.All employees conducting Western Union transactionsmust have and use their own separate user ID andpassword for the money transfer system. Employeesmay not share user IDs or passwords or conduct WesternUnion transactions using another employee’s user ID.Records of completed employee training and compliancemonitoring must be documented and retained incompliance with local regulations.Suspicious activity identified during interactions with aconsumer must be reported. The form for reporting andthe address it should be sent to are contained in the formsection of this manual. Western Union will also file anyreports with the appropriate regulatory agency relating tosuspicious activity as Western Union deems necessaryor appropriate. Agents are required to keep copies ofreports and any supporting documentation in compliancewith local regulations. Evidence of submission toWestern Union must also be documented and retained incompliance with local regulations.From time to time Western Union receives requestsfrom Law Enforcement Agencies. If an employee of yourcompany or at your location receives such a request, theymust forward the request to their Compliance Delegate ordirectly to the Western Union Compliance Department.Large principal money transfers must be referred toWestern Union following the policies and proceduresdescribed herein. Western Union will report to the localauthorities when it deems it necessary or appropriate.Agents are required to keep copies of report forms andall customer transaction supporting documentation incompliance with local regulations. These documents areto be kept in a safe and secure place.Policies and ProceduresWestern Union AML Compliance Policies
5Suspicious Activity Report PolicyWestern Union AML Compliance PoliciesAgents and their employees must comply with Western Union AMLpolicies and procedures, which may be updated by Western Union from time to time.Agents and their employees must take reasonable steps to identify suspicious activity and submit SuspiciousActivity Reports to Western Union or to the local Regulator if required by local law as appropriate. The Agentshould attempt to get as much information as possible about the consumer(s); however, the Agent shall notinform a consumer that a Suspicious Activity Report form is being completed. If you think that asking foradditional information will tip off a consumer that a report will be made, do not ask for further information.This requirement applies to both Money Transfer transactions that are completed and to those that are onlyattempted.Suspicious Activity Report ProcedureSTEP 1STEP 2A Suspicious Activity Report must be submittedto Western Union (or to the local Regulator ifrequired by local law) for any activity wherethe Agent knows, suspects or has reasonablegrounds to suspect that the transaction orattempted transaction is related to a moneylaundering or terrorist financing offense. A copy ofthe Suspicious Activity Report form can be foundin the Appendix section of this Manual.STEP 3Suspicious activity includes possible attempts tolaunder money, structure transactions to avoidreporting or record keeping requirements, and/orterrorist financing activities.STEP 4Employees must take reasonable measuresto obtain as much information as possible forcompletion of the Suspicious Activity Report,keeping in mind that you do not want to alert theconsumer that a report is being completed. Ifyou think that the consumer is aware of yoursuspicions, do not ask additional questions.STEP 5Suspicious Activity Reports are to be reviewed forcompleteness and accuracy prior to submissionto Western Union or the Regulator if required bylocal law. The form may be amended from time totime by Western Union or the local Regulator as itdeems necessary to meet its regulatory and legalobligations.STEP 6The Compliance Officer/Delegate should fax thecompleted Suspicious Activity Report to WesternUnion or the Regulator if required by local law atthe number provided on the form located withinthe Appendix that is specific to your country. TheCompliance Delegate should fax the completedSuspicious Activity Report to Western Union or thelocal Regulator as soon as possible after detectingthe suspicious activity.Copies of Suspicious Activity Reports andevidence of submission to Western Union orthe local Regulator, along with all supportinginformation, must be retained in compliance withlocal regulations.Under no circumstances may an employee inform a consumer that a SuspiciousActivity Report is being submitted.
6ExamplesTraining Of Suspicious Activity!The consumer displays unusual behavior or provides potentially improper documentation. For example, aconsumer may be considered suspicious if he/she: Is nervous, rushed or aggressive Is reluctant to show identification Provides identification that seems unusual, false or altered Presents a different address each time they complete a money transfer Spells their name differently or uses a different name each time they complete a money transferTransactions that Do Not Make Economic Sense A sender regularly sends money home once a month and suddenly begins sending larger amountsevery week to other people. A sender comes in more than once during the same day or over several days and sends amounts justunder the identification threshold to different people who are in the same geographic area. Large and regular transactions that cannot be identified as legitimate, especially if sent to countriesassociated with the production or processing of narcotics or other illegal drugs. A consumer who receives a number of small transactions on the same day, or within several days, andsubsequently sends one or more transactions of about the same total amount to another person.Refusing Transactions If you are uncomfortable about a transaction, ask for help from a more experienced associate, yourmanager or Compliance Delegate. You have the right to refuse a transaction. Whether a transaction iscompleted or attempted, you should report your concerns/suspicions using the Suspicious ActivityReport form.Suspicious Activity Report Policy (continued)COMPLIANCE POLICIES
7Employee Training PolicyWestern Union AML Compliance PoliciesAll Agent employees who conduct Western Union money transfer transactions must receive training on AMLand Western Union AML Compliance policies and procedures, before being allowed to operate the moneytransfer system.Employee Training Program Western Union provides compliance training materials for Agents and their employees on:–– Money laundering, terrorist financing and laws and regulations designed to combat them–– Applicable laws and regulations on money laundering and terrorist financing–– Suspicious activity identification and the Suspicious Activity Report process–– Identification, record keeping and reporting requirements–– Western Union policies and procedures–– Large Principal Money Transfer process Initial Western Union compliance training for current employees must occur promptly upon you becominga Western Union Agent location and prior to employees conducting Western Union transactions. At least annually, all employees who conduct Western Union money transfer transactions must receiveWestern Union refresher AML Compliance training. Ongoing additional Western Union AML Compliance training should occur as new information orrequirements become available or if compliance issues are identified. In addition, Western Union mayperiodically provide educational materials, such as newsletters and bulletins that discuss WesternUnion compliance requirements or AML issues. These materials should be used for continuingeducation to ensure that current topics and trends are part of the AML Compliance training program. Evidence of completed Western Union initial and refresher compliancetraining must be documented, and such documentation must be retained incompliance with local regulations. A training record is included in the Appendixsection of this manual for documenting training.
8The Compliance Delegate must periodically monitor compliance with the policies, procedures and requirementsset forth in this Manual.Compliance Monitoring Procedure1The Compliance Delegate must monitor Western Union activity conducted at theirlocation. The monitoring must be documented to verify that: 2All Suspicious Activity Reports are completed correctly and submittedto Western Union or the local Regulator as soon as possible after thetransaction’s occurrence, and that copies of the Reports and any supportingdocumentation are retained at the Agent location.Information and identification requirements are met and identificationpolicies are followed.Send and Recieve Forms are completed correctly and information on theforms matched the printed money transfer receipts.Where applicable, any LPMT forms are completed correctly and submittedto Western Union the same day the transaction occurred the transactionwas held until the information was received, and that copies of the formsalong with any supporting documentation are retained at the Agent location.All record keeping requirements comply with local regulationsExisting employees received Western Union AML Compliance refreshertraining and new employees successfully completed Western Union AMLCompliance training.All employees have and are properly using separate user IDs andpasswords for conducting Western Union money transfer transactions.If monitoring discloses potential compliance issues, the Compliance Delegate willidentify the cause of the potential issue and determine the appropriate correctivemeasures, such as additional training or clarifying procedures. If the ComplianceDelegate is unsure of the appropriate action, they should contact the Western UnionAML Compliance department for guidance.Compliance Monitoring PolicyCOMPLIANCE POLICIES
9Large Principal Money Transfer Policy (LPMT)Western Union AML Compliance PoliciesLPMT refers to any transaction with a principal amount at or above the threshold set by Western Union policy.This LPMT policy is designed to limit the risk to all parties, the Agents and Western Union. The LPMT procedurehelps Western Union to monitor and document transactions and to identify and prevent transactions that mightbe associated with money laundering or other illegal activities.Large Principal Money Transfer Procedure1To ensure a prompt response to any LPMT request, it is important to get all the factsabout the transaction, obtain supporting documentation and accurately complete theLPMT form before contacting Western Union. The LPMT form is found in the Appendixsection of this manual.2Employees must
adherence to the policies, procedures and requirements given in the Manual for the Agent location. A description of the policies, procedures and internal controls designed to ensure compliance with applicable laws and regulations, including suspicious activity reports, employee training, location oversight and record keeping.
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Welcome to the Western Union Family! As a Western Union Agent you play a vital and valued role within the Western Union Family by helping us maintain a tradition of customer service that began in 1851. Whether it's sending money to support a loved one, or to pay a bill, people depend on Western Union daily; and as a Western Union Agent you make
prior to submission to Western Union. The referral form may be amended from time to time by Western Union as it deems necessary to meet its regulatory and legal obligations. The Compliance Officer will fax the completed Suspicious Transaction Referral form to Western Union at 1-888-447-4041 as soon as possible and within 5 days of detecting the
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Anti-Money Laundering (Designated Non-Financial Business and Professions) (Amendment) (No. 2) Regulations, 2017 made 12th December, 2017 Anti-Money Laundering (Amendment) Regulations, 2019 made 4th June, 2019 Anti-Money Laundering (Amendment) (No. 2) Regulations, 2019 made 16th July, 2019 Consolidated and revised this 31st day of December, 2019.
