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Jennifer Salazar (Unlicensed)

Jennifer Salazar (Unlicensed)

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  • Email

  • Phone Number

  • Billing address

Process Overview

Step

Action

1

Who is requesting the update/change?

IF

THEN

  • Contract holder, homeowner, or an authorized person on behalf of the contract holder

Proceed to Step 3

  • Account Servicing

Proceed to Step 2

  • Automated ‘No-Reply’ email from MyEverBright Portal

Proceed to Step 5

2

  1. Use the following table to update contact information via MyEverBright Portal:

  1. Update email/JIRA ticket with the following information:

    • Request Type: Account Management

  2. Close the ticket and Stop: No further communication with Account Servicing is required

3

Use the following table to determine outcome based on M3 status:

Related SOP Table: How to verify if M3 has been approved

IF

THEN

  • M2 has been approved but M3 has NOT been approved

    image-20240118-194527.pngImage Modified

  • NO updates can be made until M3 has been approved.

Important:Account Servicing will NOT have an account for the customer until AFTER M3 has been approved.

 Response: We are unable to update your information until your account is active and has been fully approved. Your account will not be created with the billing department until after your account has been fully approved.

and proceed to Step 6

  • M3 has been approved

    image-20240118-194917.pngImage Modified

  1. Refer customer to MyEverBright Portal to update their contact information

  2. Does the customer agree to update on their own through the portal?

Info

An EBH ticket will automatically generate on the EBH Queue. Support sends the request to Account Servicing.

  • If no, proceed to Step 4 and complete the request for the customer.

4

Use the following table to update contact information via MyEverBright Portal:

Info

An EBH ticket will automatically generate on the EBH Queue. Support sends the request to Account Servicing. <This process will be automated in about 2 weeks from 05/24/2024 that it will go directly to Launch>

  • Proceed to Step 6

5

  • Use the following table to forward the ticket to Account Servicing:

Automated ‘No-Reply’ email from MyEverBright Portal

  • OK to close ticket once confirmation from Account Servicing is received and Stop.

6

Was the customer’s concern(s) resolved?

Updating the homeowner contact information through MyEverBright Portal

Step

Action

1

  1. Login to MyEverBright Portal

  2. Log in as Admin

  3. Search the Homeowner's name and click on their name

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  4. Click on Edit User

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  5. Update the customer’s information

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  6. Click Save > Submit Changes

Updating the homeowner's name through MyEverBright Portal

Step

Action

1

Check if there are multiple contracts for the homeowner.

If yes, be sure that the correct contract was signed with the correct spelling of the customer's name. If not, a NCCO would need to be completed and go to Step 2.

If no, go to Step 2

2

Tag Ryan Izuno in the ticket.

He will update the homeowners name in the portal.

Automated ‘No-Reply’ email from MyEverBright Portal

Step

Action

1

A. Summary: Homeowner contact updates - [Homeowner’s Name]

B. Reporter: clientservices@launchservicing.com

C. Request Type: Account Management

D. Organizations: Launchservicing

E. Labels: Contact_Update

F. Comment:

Hello Account Servicing,

The following has been updated:

Hi [Customer Name],

We’re working on your request. We will let you know once it is complete.

Regards,

[Agent Name]

[Insert original reply from automated ticket]

Please update in your system.

Best regards,

Agent Name

  • Close ticket once confirmation from Account Servicing is received

Email to customer

Step

Action

1

A. Summary: Homeowner contact updates - [Homeowner’s Name]

B. Request Type: Account Management

C. Reporter: Enter the homeowner’s preferred email address

D. Support Channel: Email + (Phone/Chat if Applicable)

E. Add: Organization

F. Respond to Customer:

Hello Account Servicing,

The following has been updated:

[Insert original reply from automated ticket]

Please update in your system.

Best regards,

Agent Name

Close ticket once confirmation from Account Servicing is received

Hi [Customer Name],

We’re working on your request. We will let you know once it is complete.

Regards,

[Agent Name]

Closing the tickets

Step

Action

1

  • 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]

    • No further communication with Account Servicing is required

  • Close both tickets:

A. Resolution: Done

B. Resolution Type: Account Management

C. Platform Area: Account Management

Removing a Homeowner from the Portal

Step

Action

1

If a homeowner would like to be removed or deleted from the Homeowner Portal.

Create a Jira ticket and include:

  • Homeowner’s name

  • Homeowner’s email address

  • Homeowner’s property address

Go to Step 2

2

Once all the information has been collected tag Ryan Izuno in the ticket.

After Ryan responds the request has been completed, close the ticket.