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Background: With tax season approaching, homeowners may request invoice history more frequently. This document will help agents on how to handle these requests by providing billing history screenshots from the Launch Platform

Process:

Step

Action

1

2

  • After authentication; Warm Transfer the call to the Resolution Specialist Queue

Ensure that the Resolution Specialist is available to assist the customer

3

  • Is the Resolution Specialist Available?

IF YES:

  • Complete the Warm Transfer and Stop

IF NOT:

  • Go to step 4

4

  • Create a Case in SalesForce

Primary Reason:

  • General HO Inquiry

Secondary Reason:

  • Tax/Credits

5

  • Then; Create a Case Assignment with Resolution Specialist

  • Explain to the customer that we will be working on their request and we will be contacting them back with a resolution within the next 24-48 Business Hours

CA Primary Reason:

  • Per SOP

CA Secondary Reason:

  • Escalated Concerns and Complaints

  • Provide the Case Number to the customer

    • Then Stop

6

Resolution Specialist Procedure:

  • Log into the Launch Portal and search for the Homeowner’s Account

  • Scroll down to the “Loan Information” section and click on the Loan ID Number

image-20250116-211842.png

  • A new window will open

    • Locate the “Conversion Information” in the Details box

image-20250116-212004.png

  • Scroll down until you find the “Billing History” Section

image-20250116-212130.png

  • Take a screenshot of the Billing History section only.

This should be the exact part of the page that contains the billing details the customer has requested.

  • Send Via Email the Screenshot to the customer

    • Send the Screenshot to the customer through DFO by using the Quick Response named as (Billing History Request)

Ensure the email is clear and concise, including any additional details the customer may need

  • Finally Close the Case Assignment and the Case

    • Make sure to include in Notes the Resolution Details befor closing the case

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