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Background: With the purpose of standardizing the process for intake and handling of incoming postal mail within our company, we have created the following process. This will apply to all employees involved in the mail intake process within the EverBright department.

Process Overview

Steps

Action

1

  • Upon Postal Mail drop, Administrative Technician collects all incoming mail

  • They will divide the email into the following categories for action:

Invoices

Legal, UCC Lien, Public Media, Customer Complaints

Cancellation Notices

Bill Payments

2

  • Administrative Technician takes action based on specific category:

⚠️ IF INVOICE

 CLICK HERE

Scan all invoices to Rebecca Roy for processing

Once each of them have been scanned, Shred all invoices

⚠️ IF LEGAL, UCC LIEN, PUBLIC MEDIA, CUSTOMER COMPLAINT

 CLICK HERE

Gather each piece of mail and its matching envelope, stamp with the received Date and scan them together into the designated Email Address (Clientmail@myeverbright.com)

Update the Mail Count in the Excel Sheet, including the Date, Count, Type, and your Initials.

  • For Legal, UCC Lien, Public Media, and Customer Complaints, set the “Type” as “Escalations”

This pile of mail is handed over to supervisor (Cassandra Mercado) for verification

After completing these steps, The Supervisor and Clientmail Agents Must follow the next steps:

Supervisor:

  • Review the Count of Scanned items against items in the queue

  • Validate the Count in the Excel Sheet by Signing your Initials

    • Example:

image-20250218-153813.png

  • Upon confirmation and validation the physical mail must be shredded

Clientmail Agent:

  • Review the Incoming mail from (clientmail@myeverbright.com)

  • Create a Case in SalesForce if needed

  • Upload the relevant Document

  • Follow the established process based on the content of the mail

⚠️ IF CANCELLATION NOTICE

 CLICK HERE

Scan Cancellation-Related mail and the corresponding Envelope into (Support@myeverbright.com)

Update the Mail Count in the Excel Sheet, Including the Date, Count, Type and your Initials

For Cancellations set the “Type” as “Cancellations”

  • Frontline Agents will Process these Cancellation notices as per the standard procedure

Shred the documents after processing

⚠️ IF BILL PAYMENT

 CLICK HERE

Mail the bill to the Billing provider

EverBright Lockbox 845073

1950 N. Stemmons Freeway

Suite 5010

Dallas, TX 75207

Update the mail count into the Excel Sheet, Including the date, count, type, associated tracking number (If provided) and your Initials

  • (For payments, the “Type” should be “Payments”)

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