Background:
...
If the request comes from the homeowner or title company to support as an email, create a linked ticket and reply to Account Services to request a payoff quote:
“Hello,
We received a request for a payoff quote for [customer name and address]. Please provide us with a copy for our records and proceed accordingly.
Regards,”
EBH Ticket: Account Servicing
...
Update the ticket subject to “Payoff Quote - [customer name]”
Description: Job Address
Update the request type to ‘Payoff Request'
Reporter: Customer Email
“Hello [Customer Name],
We received your request for a payoff quote for home address [Home Address]. One of our team members will reach out to you with further details. Feel free to reach out to us should you have any questions or concerns.
Regards,
[Agent Name]”
Close tickets.
Payoff Request as a Phone Call
If the request comes from the homeowner as a phone call, create a ticket and transfer their call to Account Servicing.
“Hello,
We will now transfer you to our Account Servicing department to further assist you with this inquiry.
Thank you.”
EBH Ticket: Customer Response
Update the ticket subject to “Payoff Quote - [customer name]”
Description: Job Address
Update the request type to ‘Payoff Request'
Reporter: Customer Email
“Hello [Customer Name],
Thank you for reaching out to us in regard to your payoff request inquiry. Should you need to reach out to the Account Servicing department directly, please call us at 877-425-5201 and select Option 1 for Billing and Account Management: Weekdays 5:00 am – 5:00 pm PST.
Regards,”
Close Ticket