How to Handle Death/ Deceased Homeowner - SOP

Purpose

Follow this SOP in the scenario that you receive a call or ticket concerning a homeowner’s death.

Calls or Tickets not from Account Servicing

PROCEDURES: After the call

STEP 1. Take contact/caller details:

• First and Last Name

• Relationship with the homeowner

• 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 Name] Notification

• Description: Job Address

• Assignee: Enter Your Name

• Reporter: The 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 Cassie, Jessie, and/or Herve with ticket details along with the attachments. 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: - [Homeowner Name] Notification

• Description: Job Address

• Assignee: Enter Your Name

• Reporter: Account Servicing

• Request Type: Account Management

• Request Participants: Geralyn Farella

• Support Channels: Email

• Write a Note 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 - [Homeowner 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.

Tickets from Account Servicing

When receiving a notification from Account Servicing in regard to a homeowner’s death. Update the ticket as follows:

• Description: Job Address

• Assignee: Enter Your Name

• Request Type: Account Management

• Support Channels: Email

• Request Participant: Geralyn Farella

Reply back to Account Servicing:

• If the death certificate and executorship, or estate documents are attached, then

Hello,

Thank you for the documents attached. Please let us know if there is anything needed on our end, in the meantime, I will go ahead and close out this ticket.

Regards

[Agent Name]

Close Ticket.