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If the agent receives a call stating that a customer and/or their property has been conserved, the agent should create a ticket.This is a matter of state law. When the support agent receives these types of inquiries, gather the following information from the caller and include it in the ticket: case
Request type: Complaints: Conservatorship
Case Description
Gather the following information
If it is a limited or general conservatorship;
The county & state of the property;
Ask for documentation of the conservatorship;
Find out what the exact ask is.
The agent can then escalate the ticket to the escalations team with as much information as possible Escalating Complaints Create a case assignment for the Customer Support Resolution Specialist
Referral Reason - Per SOP
Referral Notes - Conservatorship Escalation