All-too-familiar stories that people at the Western Union in the Philippines encounter every day in the course of their work.
"So when they send money to their families back home, you know they’re not just sending money," says Patricia Zamora-Riingen, vice president, Philippines, Western Union Financial Services Inc. "They’re sending love – lots and lots of it."
There’s just so much love going around. Says Western Union marketing manager Steve Peregrino, "There are the emergency/medical stories of OFWs sending money from abroad to pay for the hospitalization of a member of the family caught in a life-and-death crisis. And then there’s the not-so-urgent need to send money, say to a daughter, for the latter’s dermatological treatment."
Fact is, for a lot of OFWs working hard for the money – and for their families to fulfill and live their dreams – any season is a reason to send money. Steve looks at the calendar and notes, "At Christmastime, a lot of money is sent to buy Christmas gifts for family and assorted relatives. In February, March, and April, the money sent goes to footing the bills for fiestas especially in the provinces. March is also graduation season so there’s a high frequency of sending money. In May and June, they send money for the enrolment of their children. Education accounts for a big bulk of Western Union’s money transfer business in the Philippines. After enrolment, they send more money for textbooks needed in school, for a new pair of shoes, for school projects, and other miscellaneous school expenses. And let’s not forget the birthdays and other special occasions (some people refer to them as "emergencies") when our OFWs make their thoughts count in terms of cash. In between, they also send money to pay for the rent, utilities, to tide their family over."
Patricia and Steve, along with the other young and dynamic members of the Western Union team in the Philippines, just can’t count the feel-good stories they’ve come across during their travels to many parts of the world where there’s a Western Union (at least 245,000 agent locations in over 200 countries and territories). Patricia starts to count, "Western Union has these ads, where you see where the money sent was spent. For instance, you’d see a bicycle or a computer glowing. In India, the money paid for a wedding, so you’ll see the bride glowing."
Just recently, Western Union Philippines launched a TV commercial. "It’s fresh off the oven and we produced it for abroad, but it’s airing here, too," says Patricia.
You must have seen it yourself. For those who haven’t, it’s about a boy graduating from college who tells everyone that even if his father (who’s an OFW) can’t be at his graduation, he’s a big part of what he’s become. The last frame shows the father inserting his photo in the graduation photo showing his son and wife.
Although they can’t physically be there, our OFWs share in their loved ones’ joys and triumphs in more ways than one. Nevermind if they have the devil to pay. "For us at Western Union, the sadder part of a market visit is seeing cigarette nicks on the bodies of our women who are abused by their employers," Steve laments. "Some get raped, but they just bear everything and bite the bullet."
Steve hastens to add, "Probably the most dangerous question to ask our OFWs is, ‘Kumusta ka?’ Because after that, they will start telling the stories of their lives and start crying."
Luckily for these OFWs, Patricia and Steve have the kind heart – and willing ears – to listen to a kababayan pour out his/her problems. "The nice thing about this job is we have the opportunity to talk to Filipinos abroad."
Of course, it’s not all grim (and bear it) tales.
"If you visit the labor camps in Saudi Arabia, you’ll find that the workers are not Filipinos," reports Patricia. "Under the intense heat of the sun, Filipino workers faint, their noses bleed, they get a heatstroke. This being the case, our OFWs, since they’re skillful enough, are hired to work as engineers instead or employed in the hospitality and health services."
That a lot of employers abroad would rather hire a Filipino over other nationalities, says Patricia, is a testimony to our OFWs’ skill and work ethic. Fact is, you’re bound to find a Pinoy anywhere and everywhere in the world today. Yes, even in Marshall Islands, says Patricia. "When we went to Maldives, I thought there were no Pinoys and then a band started to sing."
The US still hoards the biggest of our Pinoy labor exports (close to three million), with Saudi Arabia coming next. The Philippines is among the top 25 largest money remittance markets in the world, next to India, Mexico, and Eastern European countries that export skilled and unskilled labor.
And chances are, at one time or another, these OFWs have used the services of Western Union to send home money and bring joy to their loved ones. But did you know that during World War II, the sight of a Western Union courier was something to be fear because the US War Department used Western Union to notify families of the death of their loved ones serving in the military? And as sure as the last 10 telegrams were received when the couriers were phased out in the late 1960s, so, too, can you be sure of the fastest, most convenient and reliable service at Western Union today.
How fast is "fastest"?
"About 10 minutes," comes Patricia’s quick reply. "As soon as we press the authorization button. And you only have to fulfill these requirements: Tell us the expected amount, from where you expect it, and present your ID. We make sure that our security system is in place so whoever is supposed to receive the money will really be the one to receive it."
How convenient is convenient?
Patricia tells us, "We have more than 5,000 locations (mostly financial institutions, pawnshops, drugstores, money changers, there’s bound to be one that’s a jeepney ride away from where you live) all over the Philippines (look for the familiar yellow logo). Our customers can avail themselves of our service anywhere any day. Through the banks, they only have until 3 p.m. to pick up their money and the banks are not open Saturdays and Sundays. Western Union has a customer service hotline which will tell you which location is nearest you and until what time you can pick up your money."
Western Union agent locations are open from 7 a.m. to 7 p.m. daily (yes, including Saturdays and Sundays). Call the Metro Manila hotline 888-1200, provincial toll-free number 1-8001-8881200; text or call 0917-8881200.
But who doesn’t know Western Union? The name has become generic, much like Colgate (for toothpaste) and Tide (for laundry detergent). Yes, mag-Western Union tayo! It’s so popular it has gotten spoofed by Bubble Gang.
Western Union has endeared itself to consumers not only through its service offerings but also through the events it sponsors and its many programs and promos. "For one, Western Union has seasonal promos in several countries, like the $1-million sweepstakes to provide our customers value for the transactions they make with us," says Patricia.
For another, Western Union Philippines has launched its Loyalty Card for domestic money transfer so that for every two transactions that you make, you get a cell-phone load worth P30.
"We have grassroots events as big as a Sharon Cuneta concert or a karate event in Dubai," says Steve.
"We participate in activities of Filipino associations abroad," says Patricia. "We have the rewards component like a free phone. In Hong Kong, we have an insurance component. Everytime you send money from Hong Kong, you’re insured for the next 35 days. For example, you send $300; if something happens to you or you get into an accident that will not allow you to work, we will send you $300. But you have to renew this insurance every 35 days."
Western Union is a major sponsor of Kumustahan sa Asia Pacific 2006 concerts slated August 26 and August 27 in Guam and Saipan. Western Union is giving out free passes to the first 1,000 customers sending two money transfers to the Philippines within the promo period.
At the helm of a brilliant team whose main job is to develop marketing programs that are implemented abroad, Western Union Philippines was given the company’s President’s Award for 2005 for having posted the most impressive business growth.
"We’ve just launched our new service, this time for those sending money abroad from here," Patricia announces.
For Western Union, it’s not all about the money. Recently, it launched an outreach initiative called Helping Hands, which is publishing a reference guide for OFWs called Pinoy Care Package. Designed to assist Filipinos who are about to leave the country to work overseas or OFWs who have just arrived in their new countries of employment, Pinoy Care Package covers topics like labor laws, working conditions, and survival tips. It’s got a handy reference guide that includes Filipino publications, organizations, help groups, local government departments, and contact details of the Philippine Consulate General.
In cooperation with banks and financial institutions, Western Union sponsors pre-departure seminars and sessions on how to manage one’s finances, etc.
All this because OFWs send so much more than money. They send all the love in the world that they can give.