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Background: There may be instances where EverBright will receive legal mail. Jessica noriegawill scan the legal mail and a Jira CXOne email will be automatically created. Customer Support Agents will tag Customer Support Supervisors (Cassandra Mercado Sabin Abad (Unlicensed) Logan Teague Alexander.Cuesta ) and Resolution (Berenice Peralta Eric Suarez Kiya Maxson Nehemiah @ EverBright Ruel.Balicas) for transfer the email within CXOne to the queue ‘Email-Escalations’for further review.

STEP	ACTION
1	Research Jira Salesforce to determine if an existing legal ticket case exists: If YES, proceed to Step 2 If NO, proceed to Step 3
2	Research the legal ticket case to determine if the new legal notice has been received before/duplicate notice: If YES, it is a true duplicate and has been received before, no need to upload. No further action is required andclose the Jira email ticket. If NO, not a duplicate and hasn’t been received before, attach to existing legal ticket case and close EBH ticket.
3	Reference SOP section Sending an Internal Notice to Our Legal Team to create a legal ticket case and attach legal notice received.

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