Content Comparison

Customers will frequently ask us questions that can best be answered by financiers.  Most commonly, this is questions about credit decisions (such as request to update a credit check result or expiration date, or when a manual credit review will be completed–note we can always help a customer determine the credit status of a homeowner or other questions about how to use the tool) or questions about milestone payments (such as when they can expect to be paid for a milestone or what documentation is still needed for milestone approval–again, we can always help them determine the approval status of a milestone, but we can't answer questions about payment amount, payment timing, or specific documentation requests from financier).

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In those circumstances, we should direct the customer to reach out to the financier directly.  .

In the case of a chat or phone question, please provide the contact info listed below.

In the case of an emailed ticket, we should add the financier's email address as a request participant and then reply to the email, letting the customer know that questions of this nature can be best answered by the financier and that we have CC'd the financier for their convenience.  For chats or phone calls, we will simply provide the correct contact information for the financier.Request Participant (to ensure they are CC'd on the reply) and use this template (modified appropriately):

Hi customername,

Thanks for reaching out about this.  This sort of inquiry is best handled by FinancierName.  For your convenience, I have CC'd them here.  In the future, you can reach out to them directly at FinancierEmailAddress.  Please don't hesitate to reach out if there's anything else you need.

FinancierName Team, please find the original request below. 

Thanks all!

Best,

YourName

Insert copy of customer's original email

Below is the list of integrated financiers and their contractor-facing contact information: