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Anthony Martinez (Unlicensed)

Anthony Martinez (Unlicensed)

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STEP

ACTION

1

2

  • Update Support ticket

    • Internal Comment:

      • Summarize the matter, provide a brief overview of actions taken during your investigation, note any relevant findings and discoveries, the installer’s comment on the matter, and, if provided, proof/documentation shared by the homeowner

    • Tag (@): Cassandra Mercado and Sabin Abad

    • If false/unfair/deceptive trade practice by an installer, Label: “Promises”

    • Update the EBH ticket status to: “Waiting on Compliance”

    • Go to Step 3

Info

Note: Updating the EBH ticket status will create a duplicate, linked POLICY ticket in a separate project: EB Compliance. This will allow you to facilitate conversation internally with the Compliance team. When customer interaction is necessary, it would be done via the original Support ticket.

3

  • Locate the linked POLICY ticket created

  • Update the ticket:

    • Reporter: Aileen Kozlowski

    • Request Participants: Steven Edwards, Cassandra Mercado, Sabin Abad, and, if false/unfair/deceptive trade practice by an installer, the installer’s Account Manager

    • Ticket Status: “Waiting on Compliance”

    • Comment:

      • Include an overview of the matter, actions taken, findings made, copies of any supporting documents, Engine job link, and request review/input by the Compliance

Info

Note: Ensure you frequently monitor the ticket for updates.

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