Background: Support agents may receive interactions from homeowners whose accounts have been written off after 180+ days of non-payment and are now referred to collections. Therefore, it is important to understand how to handle these interactions

After a contract is written off, DO NOT contact or engage directly with the homeowner. All Delinquent interactions must be directed to the Collections Agency

Process:

Step

Action:

1

After locating the Homeowner’s Account in Salesforce, you should see a case with the type “Contract Default'
- Click on the case number to view the details

note

Additionally, if you check the Contract Record, you will see the following banner

This will indicate that the account has been written off and is now in collections

Additionally, if you check the Contract Record, you will see the following banner

This will indicate that the account has been written off and is now in collections

2

Once you have access the Existing Case you will encounter the following message within the Case description
- “Contract has been referred to a Third Party Collections Agency. Please provide contact information to the contract signer”

3

Look for the corresponding Collections Agency details in the case and then; provide the contact information to the customer

You could say something like

“Thank you for reaching out to us. Your contact has been sent to (Collections Agency Name)

Please contact them directly at (Collection’s Phone Number) for any further assistance”

IMPORTANT NOTE:

Please make sure that you are NOT updating or changing the “Case Status” under any circumstances

4

Finally, Regardless of whether the homeowner calls or you need to refer them to the Collections agency:

Document the conversation into the Case Feed as a new “Post”

Make note of any concerns or relevant information shared during the call