Purpose:
A homeowner can contact support to update their contact information. If it is pre-M3, the support agent can update the homeowner's contact information. Post M3 only, the homeowner can update their own contact information through https://myeverbright.com/dashboard. The request can also come via email from Account Servicing.
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Account Servicing does not create the customer account in their system until M3 has been approved. If a customer wishes to update their contact information and they are post M2 and pre-M3 approval, they will need to wait until after M3 approval to do so. |
If the support agent needs to transfer the customer to Account Servicing:
Homeowners must be M3 approved prior to transferring to Account Servicing. Otherwise, Account Servicing will not have a record of the account since they are not yet booked.
Verify you are speaking with the homeowner prior to completing WARM TRANSFERS to Credit & Title and Account Servicing.
Spanish-speaking homeowners needing assistance from Account Servicing require translation from the EverBright agent.
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DO NOT TRANSFER calls to Account Servicing or Omnidian unless M3 has been approved. |
A. Summary: Homeowner contact updates - [Homeowner’s Name]
...
F. Add: Organization
G. Respond to Customer:
“Hi [Customert Name],
We’re working on your request. We will let you know once it is complete.
Regards,
[Agent Name]”
Email update requests from Account Servicing
...
Auto-Generated Ticket in the EBH Queue
REPLY TO ACCOUNT SERVICING ONLY IF THE HOMEOWNER SUBMITTED THE REQUEST - OTHERWISE CLOSE THE TICKET
Summary: Homeowner contact updates - [Homeowner’s Name]
Request Type: Account Management
Support Channel: Email
Send the below note to Account Servicing:
“Hello,
Per the homeowner’s request, we’ve updated their contact info as follows:
(add name, and address, and specify what changed). Please update your system of record and confirm when complete.
[Agent Name]
Account Servicing will update the billing address/email/phone information on file.
...
Both tickets can be closed once the updates are confirmed:
Reply to homeowner:
“Hello [homeowner name],
We have completed your request.
Thank you,
[Agent’s Name] “
Close both tickets:
A. Resolution: Done
...