Maxitech USA, LLC dba TikTok Loans

TikTok Loans Texas Training

Interactive training for agents handling Texas customer applications and servicing calls, covering the Texas operating model, verification, customer-safe language, consent handling, payments, complaints, and escalation points.

Start Training Open Deck Reference Guide

Overview

This pathway builds confidence on Texas calls, with particular focus on privacy, role clarity, repayment language, and escalation points.

Training Objectives

  • Explain the Texas operating model accurately.
  • Separate TikTok Loans' role from the lender's role.
  • Verify customers before account-specific discussion.
  • Handle application, privacy, consent, payment, and complaint questions safely.

Core Standard

No verification = no application or account discussion.

Agents should protect personal and financial information, especially during outbound calls and third-party contact.

CAB/CSO Model

Texas is different because TikTok Loans is not the lender. Agents need crisp, consistent language.

Core agent message: TikTok Loans operates as a Credit Access Business and Credit Services Organization in Texas. It helps arrange credit from the unaffiliated third-party lender, G4 Finance LLC, and services the account after funding.

How The Model Works

  • TikTok Loans acts as the CAB/CSO and helps the customer obtain credit from a separate lender.
  • G4 Finance LLC is the lender that funds the loan and is named as lender in the loan documents.
  • TikTok Loans charges CAB/CSO fees for its services where disclosed in the customer documents.
  • The customer may sign a loan agreement with the lender and separate credit services/CAB documents with TikTok Loans.

Customer Relationship

Customers deal with TikTok Loans for the application journey, document support, servicing questions, payment queries, complaints, and account handling.

This operational contact does not change the legal role language: TikTok Loans is not the lender in Texas. G4 Finance LLC is the lender.

Party Role Agent explanation
Maxitech USA, LLC dba TikTok Loans CAB/CSO and servicer Helps arrange credit and services the account.
G4 Finance LLC Third-party lender Funds the loan and makes the credit decision.
OCCC Texas regulator for CAB licence Handles unresolved regulatory complaints.

Say This

In Texas, TikTok Loans is the CAB/CSO and servicer. The lender is G4 Finance LLC.

You will mainly deal with TikTok Loans for your application and account servicing. G4 Finance LLC is the third-party lender named in the loan documents.

Do Not Say

  • We are the lender.
  • TikTok Loans funded your loan.
  • We made the credit decision.
  • We guarantee approval.
  • The loan is really from TikTok Loans.
  • The CAB model exists to bypass interest caps.
Reference point: The Texas OCCC describes credit access businesses as brokers that obtain credit for consumers from independent third-party lenders and charge a fee for obtaining the third-party loan.

Customer Journey

The application journey includes sensitive personal, employment, income, expense, banking, and consent information.

  1. Customer applies online.
  2. Customer enters personal, employment, income, expense, and bank information.
  3. Customer consents to credit checks and electronic disclosures.
  4. Underwriting and verification checks are completed.
  5. If eligible, documents are presented for electronic signature.
  6. A link is sent asking the customer to grant open banking access.
  7. If approved, documents are complete, and required checks are satisfied, funds are sent to the customer.
  8. Repayments are collected according to the agreed schedule.
  9. TikTok Loans services the account and handles customer queries.
Product warning: The guide identifies these as high-cost, short-term credit products that should not be used for long-term financial needs.

Sensitive Data Examples

  • Date of birth, Social Security number, licence details.
  • Income, employment, expenses, living costs, debts.
  • Bank account name, routing number, account number.

Product Range Check

Product wording must follow the current approved materials. The source pack contains different amount references, including loans up to $2,000, $300-$1,000 wording, and $300, $500, and $750 sample disclosures.

Open banking step: After eligible customers receive documents for electronic signature, a link is sent asking them to grant open banking access. This supports verification and affordability checks. Customers should use the secure link and agents should not ask for online banking passwords or credentials over the phone.

Verification And Privacy

Use stepped verification so agents can acknowledge contact without exposing private information.

Stage Verification What agent may discuss
Initial contact Full name plus email or phone used on application Generic acknowledgement only.
Application details Add DOB plus ZIP code or address Application progress, missing information, next steps.
Sensitive decision/payment discussion Use 3 identifiers and, where approved, last 4 SSN or application reference Credit decision, loan amount, bank/payment, income, SSN, repayment terms.

Outbound Safe Opening

I am calling from TikTok Loans about a recent application. Before I can discuss any details, I need to confirm I am speaking with the right person.

Never Disclose Before Verification

  • Your loan was approved.
  • Your payment failed.
  • Your account is overdue.
  • You applied for a $750 loan.

Call Scripts

Approved wording helps keep calls clear, consistent, and safe.

Inbound New Application

Thank you for calling TikTok Loans. Before I discuss any application details, I need to confirm I am speaking with the applicant. Please confirm your full name and the email address or phone number used on the application.

Thank you. Before I go into the application details, please also confirm your date of birth and ZIP code.

Outbound Application Follow-Up

I am calling from TikTok Loans about a recent application. For your security, I need to confirm I am speaking with the right person before I discuss any details. Could you confirm your full name and the email address or phone number used on the application?

Thank you. Please also confirm your date of birth and ZIP code so I can continue.

Existing Account Call

Before I discuss the account, I need to complete security checks to protect your personal and financial information. Please confirm your full name, date of birth and ZIP code.

Customer Refuses Verification

I understand. For your security, I am unable to discuss application or account information unless verification is completed. You can contact us using the details shown on our website or in your documents.

Consents And Credit Checks

Clarify the difference between privacy, electronic records, service messages, marketing, and credit checks.

Privacy

Use information to process and service applications or accounts, verify identity, assess eligibility, prevent fraud, comply with legal requirements, and communicate with customers.

Do not promise that data is 100% secure or that information is never shared.

Electronic Communications

Electronic consent allows disclosures, agreements, notices, fee information, statements, adverse action notices, and transaction information to be provided electronically.

Marketing Consent

Marketing consent is optional and relates to promotional messages. It is separate from service messages about an application or account.

Credit check wording: Credit and verification checks may be carried out as part of the application to assess eligibility and affordability.

Funding, ACH, RCC And Payment Handling

Keep funding and repayment conversations grounded in the customer's documents, agreed payment method, and escalation process.

ACH

ACH means Automated Clearing House. In this context, it is the US bank-to-bank network used to send funds to a customer's bank account and, where properly authorised, collect payments from that account.

The website materials say loan funds are sent by ACH deposit where card validation is not used or the customer does not opt into that service. Loans approved before the stated cut-off may usually be funded the same business day, otherwise by the next business day, subject to bank timing.

RCC

RCC means remotely created check. It is a payment instrument created from the customer's authorisation rather than a paper check signed by the customer.

The website journey refers to repayments being collected by card, ACH or RCC on the pay date confirmed in the application. Agents should not improvise legal explanations of RCC authorisation, revocation, or disputes.

Card Payments

Card may be used for validation, funding, or repayment workflows where available and authorised. Agents should avoid promising instant availability because actual receipt can depend on product rules, cut-off times, processor timing, and the customer's bank.

Safe Explanation

Repayment methods and timing are set out in your loan and account documents. If you have a payment concern, please contact us before the due date so we can review available options.

The fee schedule states that late or returned payments may result in fees. It refers to late fees after a payment is in default for 10 or more days and returned-item fees where an ACH debit or other payment device is returned.

Escalate If

  • The customer disputes a payment.
  • The customer alleges unauthorised debit, card, or RCC activity.
  • The customer says they revoked payment authorisation.
  • The customer says a payment caused hardship.
  • The customer threatens legal or regulatory action.
Agents should not state or imply that a customer must repay by preauthorized recurring electronic fund transfer as a condition of receiving credit.
Agent-safe funding wording: If approved and documents are complete, funds may be sent by ACH deposit or another available method according to the customer journey and account documents. Bank availability and cut-off times can affect when the customer can use the funds.

Complaints And OCCC Notice

Complaints need careful recording, calm handling, and escalation according to procedure.

  1. Listen and acknowledge.
  2. Verify the customer.
  3. Record the complaint clearly.
  4. Do not argue or blame the customer.
  5. Escalate according to complaint procedure.
  6. Provide formal complaint route where required.
  7. If asked about the regulator, provide OCCC contact information from the current approved notice.

I will record this as a complaint and make sure it is reviewed under our complaints process. If the matter is not resolved to your satisfaction, the consumer notice explains that you may contact the Texas Office of Consumer Credit Commissioner.

Role Plays

These scenarios reinforce safe disclosure, verification, and escalation behaviour.

Scenario 1: Outbound applicant refuses DOB
  • Do not disclose outcome or loan terms.
  • Provide a safe callback route.
  • Record inability to verify.
Scenario 2: Customer asks if TikTok Loans is the lender
  • Explain the CAB/CSO model.
  • State that G4 Finance LLC is the unaffiliated third-party lender.
  • Avoid saying TikTok Loans funds or makes the loan.
Scenario 3: Customer says they are active-duty military
  • Do not continue as normal.
  • Escalate for Military Lending Act handling.
  • Record the statement accurately.
Scenario 4: Customer says payment was unauthorised
  • Verify identity.
  • Record the dispute precisely.
  • Escalate to payment/dispute handling.
  • Do not dismiss the concern.
Scenario 5: Third party answers the phone
  • Do not disclose the application or account.
  • Leave a neutral message only where policy allows.
  • Ask the customer to contact TikTok Loans directly.

Knowledge Check

A completed knowledge check confirms understanding of the core Texas call-handling rules.

1. Is TikTok Loans the lender in Texas?
2. Who funds the loans?
3. Can an agent disclose approval status before verification?
4. What is the difference between service SMS and marketing consent?
5. What should an agent do if the customer says they are active-duty military?
6. Can agents promise that customer data is 100% secure?
7. What does ACH mean in this training?
8. What should agents do with ACH, card, or RCC payment disputes?
Complete the questions, then check answers.

Source Document Review

The training has been cross-checked against the supplied website and disclosure PDFs, with source documents available for reference.

What The PDFs Add

  • Blue Form examples for $300, $500, and $750 products show cost disclosure, repayment prompts, OCCC notice language, and high-cost credit comparisons.
  • The Fee Schedule and Consumer Notice gives example loan terms, CAB fees, lender interest, total payments, APR examples, late fee language, returned-item fee language, and OCCC complaint routing.
  • The Electronic Communications Consent covers electronic delivery of agreements, disclosures, notices, fee information, statements, adverse action notices, transaction information, and service SMS notifications.
  • The Marketing Consent confirms promotional phone/text consent is optional and can be opted out of, including by replying STOP where applicable.
  • The Privacy Policy lists personal, contact, financial, transaction, profile, usage, marketing, and communications data categories.
  • The CAB licence identifies the Texas Credit Access Business licence as active with issue date 8/1/2025 and licence number 2500080092-174229.

Source Documents

Blue Form examples

Go-Live Checklist

Items to confirm for consistent Texas call handling.

Policy And Disclosures

  • Confirm current CAB licence status.
  • Confirm current CSO registration status.
  • Use current product amount and term wording.
  • Use current lender/CAB/CSO scripts.
  • Use current privacy, e-consent, and marketing-consent FAQs.

Operational Controls

  • Follow verification policy for new applications and existing accounts.
  • Follow SSN handling procedure.
  • Follow payment-authorisation and revocation handling procedure.
  • Follow military-status escalation procedure.
  • Complete role plays and quiz sign-off.
Compliance observations from the guide: confirm current CSO registration/renewal, resolve product range and branding inconsistencies, standardise contact email and service-hours wording, and ensure scripts reflect that credit decisions are made by the lender.
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