Page Comparison

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1. Gather the following information:

   1. Requestor’s First and Last Name

   2. Relationship to the homeowner

   3. Email Address

   4. Phone Number

2. Take down the homeowner’s details:

   1. First and Last Name

   2. Property Job Address.

3. Instruct the caller that they will be receiving an email after the call. Ask them to reply to the email and attach a copy of the death certificate and executorship, or estate docs.

4. Create a Jira Ticket in Homeowner Support (EBH) with the following fields:

5. Ticket naming convention: [Homeowner Name] Notification

6. Description: Job Address

7. Assignee: Enter Your Name

8. Reporter: The caller’s Email

9. Request Type: Account Management

10. Support Channels: Phone/Email

11. Write a Note to the Caller:

Hello,

Thank you for contacting EverBright Support. Please reply to this email with a copy of the death certificate and executorship, or estate documents.

Regards,

STEP 5. Email Cassie and Sabin , Sabin, alexandru.bodea@goeverbright.com and Alexis.simmons@goeverbright.com with ticket details along with the attachments. Provide a link to the ticket.

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Hello,

Please see the attached “Death certificate and executorship, or estate documents” documentation for [Owner Name] and [Job Address]. Please proceed accordingly.

Regards,

STEP 7. Reply back to Homeowner Death - [Homeowner Name] ticket:

Hello,

We have received the documentation and have forwarded it to Account Servicing. They will reach out with the next steps.

Regards,

STEP 8. Close both linked tickets.

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A. If the death certificate and executorship, or estate documents are attached, then,

Hello,

Thank you for the documents attached. Please let us know if there is anything needed on our end, in the meantime, I will go ahead and close out this ticket.

Regards,

[Agent Name]

Close Ticket.

B. If the death certificate and executorship, or estate documents are not attached, then,

Hello,

Thank you for keeping us updated. We will go ahead and notate the account. Please let us know if the reporter will be sending you a copy of the death certificate and executorship or estate documents.

Regards,

[Agent’s Name]

1. IF YES, close the ticket. Account Servicing will provide us with a copy once received.

2. IF NO, then proceed with Outreach SOP.

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If the outreach attempt was not successful, then reply back to Account Servicing:

Hello,

We attempted to obtain the death certificate and executorship or estate documents but were unable to acquire the necessary documents. Should we receive any documentation on our end, we will forward it to you.

Regards,

[Agent’s Name].

Close both tickets.

Pre M2 Approval

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