Objective
Handling homeowner concerns when they are suspicious about credit inquiries. The information will be used to figure out if a homeowner is experiencing buyer's remorse or if it is a true mistake/malfeasance on the part of the installer/sales rep.
When we have a homeowner call or ticket about a credit consent issues, support agents are to get answers to the following:
Create EBH Ticket
Summary: Homeowner Concern – [Homeowner Name]
Description: Homeowner Name and Job Address – and summary of their concern
Request Type: Select from:
Inquiry/concern (concern over delay or other general matters)
Reporter: The homeowner’s Email address
Organization: installer name
Labels: Credit_Complaint
Internal Comment: Homeowner’s Phone number and Email address (inbound calls only)
During the Call
“We will conduct a series of questions to further investigate your concerns. Please be as detailed as possible so that we can notate your account.”
Was the sales rep and/or installer physically present? If yes, do you have a recollection of the names of the parties present?
Did you receive the customer credit application via email and acknowledged it through your personal device?
Was the customer credit application clicked and acknowledged onsite via the installer/sales rep's mobile device?
What did the installer/sales rep advise on what would happen?
Was there anything that occurred that was not advised?
Was there anything that was confusing during the credit application?
“Thank you, we have notated the information on your account and will get back to you as soon as possible with an answer.”
After the Call
If you do not suspect fraud or compliance concerns within the details provided by the homeowner, then reply back to the customer:
Hello [Homeowner Name],
Thank you for reaching out to us. After reviewing your case, we did not find any issues related to the Credit Application Acknowledgment. Please reach out to your installer if you have any questions.
Regards,
[Agent’s Name]
Close the ticket.
If you suspect fraud or compliance concerns within the details provided by the homeowner, then replay back to the customer:
Hello [Homeowner Name],
Thank you for reaching out to us. We are reviewing your case and will notify you as soon as possible with an update.
Regards,
[Agent’s Name]
Follow the following SOP for Escalating Complaints.