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Background:
A homeowner can contact support through a phone call, chat, or email to request to add an authorized caller to their account for billing and payment purposes such as making a payment and confirming payment history.
Process Overview:
To validate the homeowner, please have them verify the following information from their contract located on the EverBright Engine Pipeline:
Name
Phone number
Email
Name of authorized caller and their relation to the homeowner
Talking points:
“To assist you in adding an authorized caller to your account, I would need to verify your full name, phone number, and email provided on your contract. Please also provide the full name of the authorized caller and their relation to you.”
If the homeowner passes validation:
“Thank you - An email will be forwarded to our Account Servicing department to complete your request.”
Proceed with sending the following email to Account Servicing:
Summary: Homeowner contact updates - [Homeowner’s Name]
Request Type: Account Management
Support Channel: Email
Send the below note to Account Servicing:
“Hello,
Per the homeowner’s request, please add the following authorized caller to their account:
· Authorized caller’s name
· Relation
· If applicable: any extra information provided by homeowner
Please update your system of record and confirm when complete.
[Agent Name]
Account Servicing will update their system with the above information.
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Once received, the ticket can be closed.
If the homeowner is not able to pass validation, advise the following:
“Unfortunately, we are not able to validate the information you have provided so we are unable to proceed with your request. Please reference your contract and call us back to be able to complete your request.”