Page Comparison

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:

• Updating the homeowner contact information through MyEverBright Portal

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

   • Request TypeDisposition: Account Management

3. Close End the ticket email 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

  

• 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

  

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

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

• If yes, enter disposition notations with billing disposition notations and Stop.

• 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:

• Updating the homeowner contact information through MyEverBright Portal

• Proceed to Step 6

5

• Use the following table to forward the ticket email 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?

• If yes, enter disposition notations with billing disposition notations and Stop

• If no, follow the appropriate SOP based on their additional concern(s)

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:

[Insert original reply from automated ticket]

Please update in your system.

Best regards,

Agent Name

• Close ticket once confirmation from Account Servicing is received

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:

Hi [Customer Name],

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

Regards,

[Agent Name]