PURPOSE: Follow this SOP in the scenario that you receive a call concerning a homeowner’s death.
...
Ticket naming convention: Homeowner Death - [Homeower Name]
Description: Job Address
Assignee: Enter Your Name
Reporter: Caller’s Email
Request Type: Account Management
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 documents.
Regards,
STEP 5. Email Jessie and Herve with ticket details. Provide a link to the ticket.
STEP 6. Once the customer provides the requested documents, reply to the customer:
We have received the requested documents and have notified our Account Servicing department.
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
Write a Note to Account Servicing
Make sure documents are attached before sending it to Account Servicing.
Hello,
Please see the attached “Death certificate and executorship, or estate documents” documentation for [Owner Name] and [Job Address]. Please proceed accordingly.
Regards,
STEP 7. Close Ticket >> Resolution “Other”Reply back to Homeowner Death - [Homeower Name] ticket:
Hello,
We have received the documentation and have forwarded it to Account Servicing. They will reach out with the next steps.
Regards,
STEP 8. Close both linked tickets.
| Note |
|---|
Remove all PII documents from both tickets prior to closing them. |