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 sharedby the homeowner
Tag (@): Cassandra Mercado and Sabin Abad
Ticket Status: “Waiting on Compliance”
Go to Step 3
Note
Potential Additional Process Step:
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 Policy ticket created
Update the Policy ticket:
Reporter: Aileen Kozlowski
Request Participants: 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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Qualifiers for Compliance’s Involvment
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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