PURPOSE: Follow this SOP in the scenario that you receive a call concerning a homeowner’s death.
PROCEDURES: During the Call
STEP 1. Take contact/caller details:
First and Last Name
Email Address
Phone Number
STEP 2. Take down the homeowner’s details:
First and Last Name
Property Job Address.
STEP 3. Instruct the caller that they should be receiving an email after the call on which they can reply and attach a copy of the death certificate and executorship, or estate docs.
PROCEDURES: After the call
STEP 4. Create a Jira Ticket in Homeowner Support (EBH) with the following fields:
Ticket naming convention: Homeowner Death - [Homeower Name]
Description: Job Address
Assignee: Enter Your Name
Reporter: Caller’s Email
Request Type: Account Management
Support Channels: Phone/Email
Write a Note to the Caller:
Hello,
It was a pleasure speaking with you today. As per our conversation, please respond to this email with a copy of the death certificate and executorship, or estate documents.
Regards,
STEP 5. Email Jessie and Herve with ticket details. Provide a link to the ticket.
STEP 6. Create a linked ticket and transfer them to Account Servicing once the documentation has been received.
Ticket naming convention: - [Homeower Name]
Description: Job Address
Assignee: Enter Your Name
Reporter: Account Servicing
Request Type: Account Management
Support Channels: Email
Write a Note to Account Servicing
Make sure documents are attached before sending it to Account Servicing.
Hello,
Please see the attached “Death certificate and executorship, or estate documents” documentation for [Owner Name] and [Job Address]. Please proceed accordingly.
Regards,
STEP 7. Reply back to Homeowner Death - [Homeower Name] ticket:
Hello,
We have received the documentation and have forwarded it to Account Servicing. They will reach out with the next steps.
Regards,
STEP 8. Close both linked tickets.
Remove all PII documents from both tickets prior to closing them.