Background: With the purpose of standardizing the process for intake and handling of incoming postal mail within our company, we have created the following process. This will apply to all employees involved in the mail intake process within the EverBright department.
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Steps | Action |
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1 | | | Panel |
|---|
| panelIconId | atlassian-info |
|---|
| panelIcon | :info: |
|---|
| bgColor | #FFFFFF |
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| Invoices |
| Panel |
|---|
| panelIconId | atlassian-info |
|---|
| panelIcon | :info: |
|---|
| bgColor | #FFFFFF |
|---|
| Legal, UCC Lien, Public Media, Customer Complaints |
| Panel |
|---|
| panelIconId | atlassian-info |
|---|
| panelIcon | :info: |
|---|
| bgColor | #FFFFFF |
|---|
| Cancellation Notices |
| Panel |
|---|
| panelIconId | atlassian-info |
|---|
| panelIcon | :info: |
|---|
| bgColor | #FFFFFF |
|---|
| Bill Payments |
|
2 | | ⚠️ IF INVOICE |
| Expand |
|---|
| | Panel |
|---|
| panelIconId | atlassian-check_mark |
|---|
| panelIcon | :check_mark: |
|---|
| bgColor | #FFFFFF |
|---|
| Scan all invoices to Rebecca Roy for processing |
| Panel |
|---|
| panelIconId | atlassian-warning |
|---|
| panelIcon | :warning: |
|---|
| bgColor | #FFFFFF |
|---|
| Once each of them have been scanned, Shred all invoices |
|
|
⚠️ IF LEGAL, UCC LIEN, PUBLIC MEDIA, CUSTOMER COMPLAINT |
| Expand |
|---|
| | Panel |
|---|
| panelIconId | atlassian-check_mark |
|---|
| panelIcon | :check_mark: |
|---|
| bgColor | #FFFFFF |
|---|
| Gather each piece of mail and its matching envelope, stamp with the received Date and scan them together into the designated Email Address (Clientmail@myeverbright.com) |
| Panel |
|---|
| panelIconId | atlassian-check_mark |
|---|
| panelIcon | :check_mark: |
|---|
| bgColor | #FFFFFF |
|---|
| Update the Mail Count in the Excel Sheet, including the Date, Count, Type, and your Initials. For Legal, UCC Lien, Public Media, and Customer Complaints, set the “Type” as “Escalations”“Type” as “Escalations”
 Image Added |
| Panel |
|---|
| panelIconId | atlassian-info |
|---|
| panelIcon | :info: |
|---|
| bgColor | #FFFFFF |
|---|
| This pile of mail is handed over to supervisor (Cassandra Mercado) for verification |
After following completing these steps, Important steps must be followed by The Supervisor and Clientmail Agents Must follow the next steps: Supervisor: Image AddedClientmail Agent: Review the Incoming mail from (clientmail@myeverbright.com) Create a Case in SalesForce if needed Upload the relevant Document Follow the established process based on the content of the mail Example:
Image Removed |
|
⚠️ IF CANCELLATION NOTICE |
| Expand |
|---|
| | Panel |
|---|
| panelIconId | atlassian-check_mark |
|---|
| panelIcon | :check_mark: |
|---|
| bgColor | #FFFFFF |
|---|
| Scan Cancellation-Related mail and the corresponding Envelope into (Support@myeverbright.com) |
| Panel |
|---|
| panelIconId | atlassian-check_mark |
|---|
| panelIcon | :check_mark: |
|---|
| bgColor | #FFFFFF |
|---|
| Update the Mail Count in the Excel Sheet, Including the Date, Count, Type and your Initials |
| Panel |
|---|
| panelIconId | atlassian-check_mark |
|---|
| panelIcon | :check_mark: |
|---|
| bgColor | #FFFFFF |
|---|
| For Cancellations set the “Type” as “Cancellations”“Type” as “Cancellations” Image Added |
| Panel |
|---|
| panelIconId | atlassian-check_mark |
|---|
| panelIcon | :check_mark: |
|---|
| bgColor | #FFFFFF |
|---|
| Frontline Agents will Process these Cancellation notices as per the standard procedure |
| Panel |
|---|
| panelIconId | atlassian-warning |
|---|
| panelIcon | :warning: |
|---|
| bgColor | #FFFFFF |
|---|
| Shred the documents after processing |
|
|
⚠️ IF BILL PAYMENT |
| Expand |
|---|
| | Panel |
|---|
| panelIconId | atlassian-check_mark |
|---|
| panelIcon | :check_mark: |
|---|
| bgColor | #FFFFFF |
|---|
| Mail the bill to the Billing provider EverBright Lockbox 845073 1950 N. Stemmons Freeway Suite 5010 Dallas, TX 75207 |
| Panel |
|---|
| panelIconId | atlassian-check_mark |
|---|
| panelIcon | :check_mark: |
|---|
| bgColor | #FFFFFF |
|---|
| Update the mail count into the Excel Sheet, Including the date, count, type, associated tracking number (If provided) and your Initials Image Added |
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