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Background:
A contract holder, homeowner, or an authorized person on behalf of the contract holder may contact support through a phone call, chat, or email requesting to change/update contact information. This request can also be received via email from Account Servicing. The following contact information could be updated:
Email
Phone Number
Billing address
Process Overview
Step | Action | |||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
1 | Who is requesting the update/change? | |||||||||||||||||||||||
IF | THEN | |||||||||||||||||||||||
| Proceed to Step 3 | |||||||||||||||||||||||
| Proceed to Step 2 | |||||||||||||||||||||||
2 |
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3 | Use the following table to determine outcome based on M3 status: Related SOP: | |||||||||||||||||||||||
IF | THEN | |||||||||||||||||||||||
| *Verify how process is Proceed to Step 4 | |||||||||||||||||||||||
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4 | ||||||||||||||||||||||||
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.
| Note |
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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]
B. Description: Homeowner Name, Job Address, and Job URL – and summary of their concern
C. Request Type: Account Management
D. Reporter: Enter the homeowner’s preferred email address
E. Support Channel: Email + (Phone/Chat if Applicable)
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
Update the homeowner’s contact information (instructions below)
Request Type: Account Management
Close the ticket
No further communication with Account Servicing is required
Update the homeowner contact information through MyEverBright
Updating the homeowner contact information through MyEverBright Portal
Step | Action |
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1 |
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2 | Auto-Generated Ticket in the EBH Queue |
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“Hello, Per the homeowner’s request, we’ve updated their contact info as follows: ( |
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Include contract holder’s name, |
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address, and |
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what was updated/changed: phone number, email, and/or billing address). Please update your system of record and confirm when complete. [Agent Name]
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3 | Email to customer: A. |
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Support will request confirmation that the billing address has been updated with account servicing.
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Summary: Homeowner contact updates - [Homeowner’s Name] B. Description: Homeowner Name, Job Address, and Job URL – and summary of their concern C. Request Type: Account Management D. Reporter: Enter the homeowner’s preferred email address E. Support Channel: Email + (Phone/Chat if Applicable) F. Add: Organization G. Respond to Customer: “Hi [Customer Name], We’re working on your request. We will let you know once it is complete. Regards, [Agent Name]” | |
4 | Closing the tickets: 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 B. Resolution Type: Account Management C. Platform Area: Account Management |