Background:
A homeowner can contract holder, homeowner, or an authorized caller on behalf of the contract holder may 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
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Step | Action | |
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1 |
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:
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2 |
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IF | THEN | |
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“Thank you - An email will be forwarded to our Account Servicing department to complete your request.”
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...
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“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.”
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3 | Send the following email to Account Servicing:
“Hello, Per the homeowner’s request, please add the following authorized caller to their account: | |
...
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...
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...
Please update your system of record and confirm when complete. [Agent Name] Account Servicing will update their system with the above information. Support will request confirmation that the request has been updated with Account Servicing.
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If the homeowner is not able to pass validation, advise the following:
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4 |
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