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STEP

ACTION

1

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Important: When communicating with the homeowner, simply share in their frustration without apologizing or accepting/deferring any blame.

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, share the installer’s comment/perspective on the matter, and, if provided by the homeowner, any proof/documentation shared

    • Tag (@): Cassandra Mercado and Sabin Abad

    • Ticket Status: “Waiting on Compliance”

    • If this case is a result of a false/unfair/deceptive trade practice by an installer, update the Label field on the Support ticket to “Promises”

  • 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 Policy ticket:

    • Reporter: Aileen Kozlowski

    • Request Participant(s): Steven Edwards

    • Tag (@): Cassandra Mercado and Sabin Abad

    • 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

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Reminder: Ensure you frequently monitor the ticket for updates!

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Preliminary Research for a Compliance Case

ACTION

  • Review Collect and collect all review relevant details of the job in Engine

  • Review and collect all relevant documents, including documentation/conversations/proof that support’s the homeowner’s claim

  • If applicable, attempt . This includes but is not limited to:

    • Comments/Milestone Feed

    • Contracts and Documents

    • If needed, DocuSign event details:

      • IP Addresses

      • Email Addresses

    • If needed, download and review the Welcome Call:

      • Note any odd interactions

      • Compare the voice to other voice interactions with the homeowner

  • Collect and review previous Support tickets

  • Request that the homeowner, if possible, provide supporting documentation or evidence that back’s their claim

  • Attempt to communicate with the organization’s “Homeowner Escalation Contact” to obtain their perspective on the matter

Note

Potential Additional Process Step: