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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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Reply back to Account Servicing:
A. 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.
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Remove all PII documents from both tickets prior to closing them. |
B. If the death certificate and executorship, or estate documents are not attached, then
Hello,
Thank you for keeping us updated. We will go ahead and notate the account. Please let us know if the reporter will be sending you a copy of the death certificate and executorship or estate documents.
Regards,
[Agent’s Name]
IF YES, close the ticket. Account Servicing will provide us with a copy once received.
IF NO, then proceed with Outreach SOP.
Search existing Jira tickets for any other forms of communication. The expectation is to attempt to reach out to a family member that may be able to provide us with a copy of the death certificate and executorship or estate documents. You may want to check the obituary for the city, county, and state and notate it as an internal comment attaching the link of your findings.
If the outreach attempt was successful, then provide Account Servicing with the document and close the tickets.
If the outreach attempt was not successful, then reply back to Account Servicing:
Hello,
We attempted to obtain the death certificate and executorship or estate documents but were unable to acquire the necessary documents. Should we receive any documentation on our end, we will forward it to you.
Regards,
[Agent’s Name].
Close both tickets.