PURPOSE: Follow this SOP in the scenario that you receive a call concerning a homeowner’s death.
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Ticket naming convention: Homeowner Death - [Homeower Name]
Description: Job Address
Assignee: Enter Your Name
Reporter Type: Caller’s Email
Request Type: Account Management Labels: Death
Support Channels: Phone/Email
Write a Note to the Caller:
Hello,
It was a pleasure speaking with you today. As per our conversation, please respond to this email with a copy of the death certificate and executorship, or estate docsdocuments.
Regards,
STEP 5. Email Jessie and Herve with ticket details. Provide a link to the ticket.
STEP 6. Send documents to Accounting Servicing once received. Once the customer provides the requested documents, reply to the customer:
We have received
STEP 7. Create a linked ticket and transfer them to Account Servicing
Ticket naming convention: - [Homeower Name]
Description: Job Address
Assignee: Enter Your Name
Reporter: Account Servicing
Request Type: Account Management
Support Channels: Email
STEP 7. Close Ticket >> Resolution “Other”
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