Legal Mail Handling

Owned by Jennifer Salazar (Unlicensed)
Last updated: Aug 28, 2024
1 min read

Handled By: Customer Support Supervisors and Lead Resolution Specialists

Background: There may be instances where EverBright will receive legal mail. @Jessica noriegawill scan the legal mail and a CXOne email will be automatically created. Customer Support Agents will transfer the email within CXOne to the queue ‘Email-Escalations’for further review.

Link to Customer Support Agent SOP: When and How to Escalate Matters to Legal

Process Overview

STEP

ACTION

1

  • Research Salesforce to determine if an existing legal case exists:

    • If YES, proceed to Step 2

    • If NO, proceed to Step 3

2

  • Research the legal case to determine if the new legal notice has been received before/duplicate notice:

    • If YES, it is a true duplicate and has been received before, no need to upload. No further action is required and close the email ticket.

    • If NO, not a duplicate and hasn’t been received before, attach to existing legal case and close EBH ticket.

3