Page Comparison

1

• Using the following table for process based on contact method:

• Phone call or chat

• Do you have access to the Account Servicing Portal?

  • If yes, proceed to Step 2

  • If no, follow normal process of How and when to transfer calls to Account Servicing

• Email

1. Reply to the customer with the following information:

Hello,

Thank you for reaching out to EverBright. We have transitioned to a 3rd party billing vendor. You should have received an email and/or letter from EverBright with your new account registration information that you can use to set up your online account on https://everbright.youronlineaccount.com/. Please note that you will not be able to access your account using your Social Security number.

If you have not yet received your new account number, please reach to our Account Servicing department at 1-833-353-0583, Monday - Friday 5:00 a.m. to 5:00 p.m. PST. Please have the following information available so our Account Servicing department could further assist you:

• Full Name

• Date of birth

• Full Address- including City, State, and Zip Code

• Phone number

• Email address

  Best regards,

[Your name]

2. Relate the interaction to the customer’s contact record

2

1. Log into Account Servicing Portal with your credentials: https://prod.launchservicing.com/client/Login.aspx

2. Authenticate the customer and gather the following information to validate on Account Servicing Portal system:

To be able to further assist you in sending you a link to your email to register for your Account Servicing portal, please authenticate the following information:

• Full Name - required.

• Date of birth [If incorrect in the system, see Updating incorrect customer information on the Account Servicing Portal]

• Full Address- including City, State, and Zip Code

• Phone number

• Email address

3. Did customer verify 3 of the 5 above geographic information items above?

• If yes, proceed to Step 3

• If no, advise customer the following and Stop: “Unfortunately, we are not able to validate the information you have provided so we are unable to proceed with your request. Please reference your contract and call us back for our Account Servicing department at 1-833-353-0583, Monday - Friday 7:00 a.m. to 7:00 p.m. CST.”

3

• Select ‘Bwr Portal History’ from the left-hand side menu

• Select ‘Send Invite Email’

Info
The customer will receive an email from noreply@youronlineaccount.com with subject line: ‘Your EverBright Account Invitation’. The link will allow the customer to activate their online account by creating a user name and password while being able to bypass the DOB/SSN and/or new account number.

4

Was the customer successful in registering for their online portal access on Launch Account Servicing Portal?

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

• If no, refer to SOP for When and how to transfer calls to Account Servicing for referring customer to Account Servicing for further assistance.