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| Table of Contents |
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PURPOSE: Follow this SOP in the scenario that you receive a call or ticket concerning a homeowner’s death.
Calls or Tickets not from Account Servicing
PROCEDURES: After the call
STEP 1. Take contact/caller details:
...
STEP 3. Instruct the caller that they should be receiving an email after the call on which they can reply and attach a copy of the death certificate and executorship, or estate docs.
PROCEDURES: After the call
STEP 4. Create a Jira Ticket in Homeowner Support (EBH) with the following fields:
Ticket naming convention: [Homeowner Name] Notification
Description: Job Address
Assignee: Enter Your Name
Reporter: The 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 Cassie, Jessie, and/or Herve with ticket details along with the attachments. Provide a link to the ticket.
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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. Reply back to Homeowner Death - [Homeowner 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.
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If the death certificate and executorship, or estate documents are attached, then
“Hello,
Thank you for the documents attached. Please let us know if there is anything needed on our end, in the meantime, I will go ahead and close out this ticket.
Regards”
[Agent Name]”
Close Ticket.
If the death certificate and executorship, or estate documents are not attached, then
“Hello,
Thank you for notifying us about the homeowner’s passing. We will notate this on our end. Please let us know if the reporter will be submitting the death certificate and executorship, or estate documents.
Regards,
[Agent Name]”