VERIFICATION CLERK GUIDE The first check. The first protection. The correct collection starts with you.People. Cleaner Air. Brighter Futures.Tap, swipe or use the arrows to turn the page 1 / 10

MEET THE VERIFICATION CLERK The Verification Clerk checks with the customer to confirm the status of the prospection. They confirm: The customer's ID Contact status by CX Approval status, by checking their OTP OTP not found but the customer was contacted? Escalate to the CX Officer for support. 2 / 10

T H E F O U R S T E P S STOP ↓ VERIFY ↓ CONFIRM ↓ COLLECT Every successful collection depends on accurate verification. 3 / 10

1 VERIFY NRC & OTP Always check for the customer's NRC Always check for the OTP message on their phone Confirm both belong to the customer present NO NRC = NO COLLECTION NO OTP = NO COLLECTION 4 / 10

2 CONFIRM THE ACTUAL CUSTOMER IS PRESENT Always confirm that the customer present in the collection center is the actual prospected customer Match customer details carefully against system records DO NOT ALLOW REPRESENTATIVES WISHING TO COLLECT ON A CUSTOMER'S BEHALF TO PROCEED. CUSTOMER ABSENT = COLLECTION STOPPED 5 / 10

3 CHECK MOBILE MONEY BALANCE Always check that the customer has money in their Mobile Money account Confirm payment readiness before allowing them to proceed to collection DO NOT PROCEED UNTIL PAYMENT CAPABILITY IS CONFIRMED. 6 / 10

4 SHARE ESCALATIONS CORRECTLY Always share escalations to the appropriate teams Always use the correct escalation format Include all required details Correct escalation = Faster resolution. 7 / 10

REPRESENTATIVES CANNOT COLLECT STOVES HOW TO COMMUNICATE (WARMLY AND RESPECTFULLY) “Thank you for coming on behalf of the customer. Unfortunately, for security and verification purposes, we can only issue the stove directly to the registered customer. Kindly ask the customer to visit the collection center personally with their NRC and OTP message. Thank you for your understanding.” 8 / 10

→ CORRECT COLLECTION CENTER SALES PROCESS Customer Arrives 1 Verify NRC 2 Verify OTP 3 Confirm Actual Customer 4 Check Mobile Money Balance 5 Resolve / Escalate Issues 6 Approve Collection 7 Issue Stove 8 9 / 10

THE CORRECT SALES PROCESS IN THE COLLECTION CENTER BEGINS WITH YOU. Confirm accurately Ensure compliance Prevent fraud Maintain order Ensure smooth operational flow Deliver excellent customer experience RIGHT CUSTOMER RIGHT VERIFICATION RIGHT COLLECTION Your accuracy protects the customer, the business, and the BURN collection process. BURN BRIGHTER TOGETHER. 10 / 10