We are pleased to share the full program announcement for the WEC Energy Group – Bilingual Spanish opportunity available through the Arise® platform. Please review all details carefully, as participation requires strict adherence to certification, system, security, and eligibility requirements.

Revenue & Incentives

(All rates shown are before deduction of the Arise Platform Usage Fee and assume servicing two 30-minute intervals per hour.)

Certification Service Revenue

$7.64 per hour ($3.82 per interval)

Production Service Revenue

$17.00 per hour ($8.50 per interval)

Certification Incentives

• Earn an additional $1.81 per hour ($0.905 per interval) when servicing a minimum of 12 hours (24 intervals) per week during the Certification SOW after completion of Phase II

• Service a minimum of 13 hours per week during the Certification SOW after completion of Phase II and earn an additional $100.00 when your business is offered and accepts the first Production SOW for each agent servicing the program

Certification Schedule

Phase 1 – Instructor-Led & Self-Study

January 20, 2026 – February 23, 2026

• Approximately 6 hours daily of instructor-led and self-study content

• Includes 2 hours per day of self-study modules completed during class

• Requires strong attention to detail, active participation, and sustained focus

• Completion of the client Security Module is required before taking calls

Phase 2 – Blended Apply (Live Calls)

February 24, 2026 – March 4, 2026

• 155–215 minutes of class time per day

• 60–195 minutes of call-taking per day

• Remaining activities completed through in-class eLearning

Certification SOW Requirement

• Attendance during scheduled classroom hours is required

• A minimum of 10 hours (20 intervals) per week must be serviced during certification

Certification Completion Criteria

To successfully complete certification, all of the following must be met:

• Completion of the pre-course assessment

• 100% completion of all self-paced modules

• Final exam score of 90% or higher

• Service a minimum of 6 hours during Blended Apply

• Average QA score of 70% or higher across two evaluations

• Completion of the Service Partner Security Awareness course with a score of 85% or higher

Attendance & Deposit Policy

Daily attendance is strongly recommended and critical to success.

• Failure to attend class on the first day will result in being dropped with no exceptions

• If unable to attend a scheduled class, the instructor must be notified in advance

• A $50.00 Class Confirmation Deposit is required and non-refundable

Servicing Times & Expectations

Intervals Available:

24/7/365 (overnight availability is limited)

Highest Volume:

Monday – Friday, 8:00 a.m. – 7:00 p.m. ET

Special Requirement:

A minimum of 4 hours (8 intervals) must be serviced on Mondays

Day-to-Day Responsibilities Include:

• Handling customer billing inquiries and issue resolution

• Processing payment deferrals and installment plans

• Retaining customers when applicable

• Identifying customer needs early in the call

• Accurate plan enrollment

• First-call resolution focus

• Adherence to WEC Energy processes, call flow, and regulations

• Maintaining high customer satisfaction and avoiding Public Utilities Commission complaints

System & Equipment Requirements

• USB VoIP headset required

• Dual monitors required

• Minimum 8 GB RAM

• Must meet Arise System & Equipment Policy standards

Thinscale Program Requirement:

• Windows 11 only

• Must maintain the most current version, fully patched, with no pending updates

Security & Verification Requirements

This opportunity requires a background check and photo ID verification.

• Background check must be completed within three business days of enrollment

• Random background checks are required throughout the program

• Photo ID verification and daily facial authentication are required

• Daily PC scan required when entering the Virtual Classroom

Failure to complete any security or verification step may result in removal from certification or servicing.

Enrollment Eligibility Criteria

You do not qualify for this program if any of the following apply:

• Prior SOW terminated for cause, including breach of client policy

• Currently in “interested” or “enrolled” status for another opportunity

• Overlapping certification schedules

• Dropped or failed a certification within the last 60 days

• Three drops or failures within a 12-month period

Important Notices

• Log-in codes are confidential and issued only to confirmed attendees

• A professional, noise-free work environment is required during class and servicing

Disclaimer:

This Program Announcement is a summary only and not a legal document. In the event of any conflict between this announcement and the applicable Statement of Work (SOW), the SOW will govern. All Service Partners are responsible for reviewing all policies prior to enrollment.

Please ensure you meet all requirements before enrolling. Questions should be submitted through the AltaConnect Help Desk.

AltaConnect Virtual Services