Purpose:
A homeowner can contact support to update their contact information. If it is pre-M3, the support agent can update the homeowner's contact information. Post M3 only, the homeowner can update their own contact information through https://myeverbright.com/dashboard. The request can also come via email from Account Servicing.
Account Servicing does not create the customer account in their system until M3 has been approved. If a customer wishes to update their contact information and they are post M2 and pre-M3 approval, they will need to wait until after M3 approval to do so.
If the support agent needs to transfer the customer to Account Servicing:
Homeowners must be M3 approved prior to transferring to Account Servicing. Otherwise, Account Servicing will not have a record of the account since they are not yet booked.
Verify you are speaking with the homeowner prior to completing WARM TRANSFERS to Credit & Title and Account Servicing.
Spanish-speaking homeowners needing assistance from Account Servicing require translation from the EverBright agent.
DO NOT TRANSFER calls to Account Servicing or Omnidian unless M3 has been approved.
A. Summary: Homeowner contact updates - [Homeowner’s Name]
B. Description: Homeowner Name, Job Address, and Job URL – and summary of their concern
C. Request Type: Account Management
D. Reporter: Enter the homeowner’s preferred email address
E. Support Channel: Email + (Phone/Chat if Applicable)
F. Add: Organization
G. Respond to Customer:
“Hi [Customert Name],
We’re working on your request. We will let you know once it is complete.
Regards,
[Agent Name]”
Email update requests from Account Servicing
Update the homeowner’s contact information (instructions below)
Request Type: Account Management
Close the ticket
No further communication with Account Servicing is required
Update the homeowner contact information through MyEverBright
Log in as Admin
Search the Homeowner's name and click on their name
Click on Edit User
Update the customer’s information
Click Save > Submit Changes
An EBH ticket will automatically generate on the EBH Queue. Support sends the request to Account Servicing.
Auto-Generated Ticket in the EBH Queue
REPLY TO ACCOUNT SERVICING ONLY IF THE HOMEOWNER SUBMITTED THE REQUEST - OTHERWISE CLOSE THE TICKET
Summary: Homeowner contact updates - [Homeowner’s Name]
Request Type: Account Management
Support Channel: Email
Send the below note to Account Servicing:
“Hello,
Per the homeowner’s request, we’ve updated their contact info as follows:
(add name, and address, and specify what changed). Please update your system of record and confirm when complete.
[Agent Name]
Account Servicing will update the billing address/email/phone information on file.
Support will request confirmation that the billing address has been updated with account servicing.
When you are Closing the tickets
Both tickets can be closed once the updates are confirmed:
Reply to homeowner:
“Hello [homeowner name],
We have completed your request.
Thank you,
[Agent’s Name] “
Close both tickets:
A. Resolution: Done
B. Resolution Type: Account Management
C. Platform Area: Account Management