TXU Energy | Inbound Collections & Sales — Program Opportunity

About the Client TXU Energy is a market-leading competitive retail electricity provider — powering more Texas homes and businesses than any other retailer. They offer innovative plans, energy efficiency options, renewable energy programs, and exceptional customer service. Learn more at www.txu.com.

Compensation

Certification SOW $7.64/hour | $3.82/interval

Production SOW $11.50/hour | $5.75/interval

Note: Rates are before deduction of the Platform Usage Fee. Hourly rate assumes two 30-minute intervals serviced.

Incentive

• Earn an additional $1.81/hour ($0.905/interval) when you service a minimum of 12 hours (24 intervals) per week during the Certification SOW — after completing Phase II.

Certification Schedule

Phase 1 — Instructor-Led & Self-Study April 20 – May 5, 2026

Phase 2 — Live Certification Call-Taking May 6 – 8, 2026

Class Times: Monday – Friday | 9:00 a.m. – 3:00 p.m. ET (6-hour class)

What You'll Do

• Review, analyze, and respond to customer billing inquiries
• Upsell eligible customers on home warranty solutions
• Process payment deferrals and installment plans
• Attempt to retain customers who may be moving or unhappy with their plan
• Quickly identify customer needs and accurately enroll them in the correct plan
• Strive for first-call resolution
• Ensure no Public Utilities Commission complaints are filed
• Ensure no TXU customer has a Lights Turned Out in Error (LOIE) situation
• Build trust and rapport through clear, respectful interaction

Servicing Hours

Available: Sunday – Saturday | 8:00 a.m. – 11:00 p.m. ET

Most Available: Monday – Friday | 8:00 a.m. – 11:00 p.m. ET

Special Requirement: 3 hours (6 intervals) must be serviced on Mondays.

Service Level Requirements

Failure to meet one or more requirements may result in SOW termination. Requirements are subject to change with commercially reasonable notice.

Certification Requirements

Phase 1 (12 Days)

• 6 hours of instructor-led class daily
• 2–3 hours of self-study content daily
• Daily office hours available for additional 1:1 time

Phase 2 (Blended Learning)

• 2 hours/day of instructor-led sessions
• 2 hours/day of live call-taking (mandatory)
• 20 intervals/week within designated timeframes

To Complete Certification You Must:

• Attend all instructor-led sessions
• Complete 100% of self-study modules and assessments daily
• Pass the final exam with a score of 90% or higher
• Pass all quizzes and exams with 80% or higher
• Complete the Service Partner Security Awareness course with 85% or higher before taking calls
• Upsell a minimum of 1 home warranty solution during Phase II
• Complete "TXU Virtual Clean Up" systems check

WEBCAM REQUIRED: Agents must be on camera during all engagement activities including Day 1 Meet & Greet, role plays, and knowledge checks. Failure to comply may result in being dropped from class.

Attendance is critical. If you cannot attend a session, notify your instructor in advance. No-shows on Day 1 result in automatic removal from class — no exceptions.

Class Confirmation Deposit $50.00 — non-refundable (if you miss day one of class). If dropped, you must re-enroll in a new class.

Background Check, Drug Screening & ID Verification

• Cost: $75.00 paid directly to the third-party vendor
• Drug screening must be fully cleared at least 7 days before class starts or you will be dropped
• Drug screening is valid for 6 months from completion
• Check your spam/junk folders for the drug screening email
• If your credit is frozen, temporarily lift the freeze with Experian only (minimum 10 days; wait 24 hours before attempting the background check)
• Photo ID Verification is completed via mobile device during enrollment — have your driver's license/ID ready and be prepared to take a selfie
• A daily facial authentication selfie (via QR code scan) is required to enter the Virtual Classroom

System & Equipment Requirements

• Must meet Arise Platform Standards (see System & Equipment Policy)
• USB hardwired headset with phone-quality audio required
• Dual monitors strongly recommended (22 inches or larger each)
• Webcam required during certification
• Must run the most recent, fully patched version of Windows 11 (no pending updates)

Enrollment — Do You Qualify?

You are NOT eligible if you:

• Dropped from "enrolled" status in any TXU/Dynegy program less than 4 weeks ago
• Have a Commitment Adherence below 90%
• Had an SOW terminated for cause or Breach of SOW Client Policy
• Are already in "interested" or "enrolled" status for another opportunity
• Have overlapping class dates with another enrolled opportunity
• Have a dropped or failed certification class in the last 60 days
• Have 3 drops or fails from certification classes in the past 12 months
• Are located in Delaware, Hawaii, Indiana, Michigan, Nevada, or New Mexico

This Program Announcement is a summary only and is not a legal document. In the event of any conflict between this announcement and the SOW, the SOW takes precedence. Please review all SOW terms and policies thoroughly before enrolling.