Adding an authorized person to an account [Accounting Servicing]

Owned by Jennifer Salazar (Unlicensed)
Last updated: May 06, 2024
2 min read

Background:

A contract holder, homeowner, or an authorized caller on behalf of the contract holder may contact support

through a phone call, chat, or email to request to add an authorized caller to their account for billing and payment purposes such as making a payment and confirming payment history.

Process Overview

Step

Action

Step

Action

1

  • To validate the homeowner, please have them verify the following information from their contract located on the EverBright Engine Pipeline:

    • Name

    • Phone number

    • Email

    • Name of authorized caller and their relation to the homeowner

Talking points:

“To assist you in adding an authorized caller to your account, I would need to verify your full name, phone number, and email provided on your contract. Please also provide the full name of the authorized caller and their relation to you.”

  • Proceed to Step 2

2

  • Did the customer pass the validation? Use the following table to determine the outcome:

IF

THEN

  • Yes

  1. Advise the customer:

“Thank you - An email will be forwarded to our Account Servicing department to complete your request.”

  1. Proceed to Step 3

  • No

  1. Advise the customer:

“Unfortunately, we are not able to validate the information you have provided so we are unable to proceed with your request. Please reference your contract and call us back to be able to complete your request.”

  1. Enter disposition notations with billing disposition notations and Stop

3

Send the following email to Account Servicing:

“Hello,

 Per the homeowner’s request, please add the following authorized caller to their account:

  • Homeowner/Contract holder’s name

  • Property address

  • Authorized caller’s name

  • Relation to homeowner/contract holder

  • If applicable: any extra information provided by homeowner

Please update your system of record and confirm when complete.

[Agent Name]

Account Servicing will update their system with the above information.

Support will request confirmation that the request has been updated with Account Servicing.

  • Once confirmation has been received, the ticket can be closed.

 

  • Proceed to Step 4

4