Updating Customer Contact Information (MyEverBright)

1

Who is requesting the update/change?

IF

THEN

• Contract holder, homeowner, or an authorized person on behalf of the contract holder

Proceed to Step 3

• Account Servicing

Proceed to Step 2

• Automated ‘No-Reply’ email from MyEverBright Portal

Proceed to Step 5

2

1. Use the following table to update contact information via MyEverBright Portal:

• Updating the homeowner contact information through MyEverBright Portal

2. Update email with the following information:

   • Disposition: Account Management

3. End the email and Stop: No further communication with Account Servicing is required

3

Use the following table to determine outcome based on M3 status:

Related SOP Table: How to verify if M3 has been approved

IF

THEN

• M2 has been approved but M3 has NOT been approved

  

• NO updates can be made until M3 has been approved.

Important: Account Servicing will NOT have an account for the customer until AFTER M3 has been approved.

 Response: We are unable to update your information until your account is active and has been fully approved. Your account will not be created with the billing department until after your account has been fully approved.

and proceed to Step 6

• M3 has been approved

  

1. Refer customer to MyEverBright Portal to update their contact information

2. Does the customer agree to update on their own through the portal?

• If yes, enter disposition notations with billing disposition notations and Stop.

• If no, proceed to Step 4 and complete the request for the customer.

4

Use the following table to update contact information via MyEverBright Portal:

• Updating the homeowner contact information through MyEverBright Portal

• Proceed to Step 6

5

• Use the following table to forward the email to Account Servicing:

Automated ‘No-Reply’ email from MyEverBright Portal

• Stop.

6

Was the customer’s concern(s) resolved?

• If yes, enter disposition notations with billing disposition notations and Stop

• If no, follow the appropriate SOP based on their additional concern(s)

1

1. Login to MyEverBright Portal

2. Log in as Admin

3. Search the Homeowner's name and click on their name

   

4. Click on Edit User

   

5. Update the customer’s information

   

6. Click Save > Submit Changes

1

Verify the customer per the authentication policy

2

If M3 has NOT been approved

Determine if there are multiple contracts for the homeowner.

Confirm that the current/active contract was signed with the correct spelling of the customer's name.

If NO:

An NCCO would need to be completed before updating the contact information

If YES:

Update the contact information in MyEvberBright.

2

If M3 has been approved

Update the customer’s name in MyEverBright.

1

Send an email to Account Servicing:

clientservices@launchservicing.com

Subject:

Homeowner contact updates - [Homeowner’s Name]

Account Servicing,

The following has been updated:

[Insert original reply from automated ticket]

Please update in your system.

Best regards,

Agent Name

1

Subject:

Homeowner contact updates - [Homeowner’s Name]

Hi [Customer Name],

We’re working on your request. We will let you know once it is complete.

Regards,

[Agent Name]

1

If a homeowner would like to be removed or deleted from the Homeowner Portal.

• Create a case under the customer’s contact record in Salesforce

• Case Description:

  • Customer request removal from the MyEverBright Portal.

  • Reason for request

Reassign the case to Nehemiah @ EverBright