Background:
...
Select “reply to customer” and include all information gathered above and advise the homeowner is looking to refinance their home.
“Hello,
Please be advised that [customer name] is in the process of refinancing their home and needs a [description from above]. Below is the information for the account:
[Insert information from above]
Please kindly reply to this email and notify us when contact with the customer has been made and the process is complete.
Thank you,”
Account Services will reach out to the Homeowner to address the request
Support will request confirmation that contact is made and will keep checking on the status periodically for resolution
Ticket can only be closed if there is confirmation that contact from the third party was successful and the process is complete (This is irrespective of the length of time for the Home Salerefinance)