Page Comparison

STEP

ACTION

1

• Does the customer’s concern warrant Compliance’s involvement?

  • If yes:

    • Complete preliminary research

    • Go to Step 2

  • If no, follow appropriate process(es) and Stop

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

  • Ticket Status: “Waiting on Compliance”

  • Go to Step 3

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

  • 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

ACTION

• Review and collect all 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 to communicate with the organization’s “Homeowner Escalation Contact” to achieve their perspective on the matter