Page Comparison

1

• What/who is the inquiry/concern/dispute?

IF

REQUESTOR

THEN

• Credit questions

• Payment issues or disputes

• Contract holder

• Homeowner

• Authorized person on behalf of the contract holder

1. Follow SOP for Transferring calls to Launch/Account Servicing

• Launch

1. Gather customer information:

   1. Name

   2. Property address

   3. Contract #

   4. Concern/Dispute

2. Send email to Launch at clientservices@launchservicing.com and Stop

• Contract fraud

• Identity theft

• Home transfers

• Workout plans

• Contract holder

• Homeowner

• Authorized person on behalf of the contract holder

1. Gather customer information:

   1. Name

   2. Property address

   3. Contract #

   4. Allegation

   5. How to contact

   6. Date of credit hit

2. Proceed to Step 2

• Launch

2

• Complete the following steps under ‘Customer Support Agent Process’ and proceed to Step 3

CUSTOMER SUPPORT AGENT PROCESS

BACK-END PROCESS

1. Create a case in Salesforce

1. Customer Support Agent will monitor case and close once case assignment to Legal/Compliance is completed [SLA for completion: ~2 weeks]

2. Create a case assignment to Legal/Compliance with the gathered information from above

1. Compliance performs investigation with SLA for completion: ~2 weeks

2. Compliance will document resolution in Salesforce

3. Compliance will email Launch with outcome

3. Send email to Launch at clientservices@launchservicing.com regarding customer’s concern/dispute

1. Launch will reach email from Compliance with outcome

2. Launch will document and take corrective action accordingly

3. Launch will respond to customer within 30 days of original intake

4. Launch will inform EverBright about completed actions in monthly report

3

• Was the customer’s concern(s)/dispute(s) addressed?

  • If yes, enter disposition notations and Stop

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