Credit Reporting

Background: A contract holder, homeowner, or an authorized person on behalf of the contract holder may contact support through a phone call, chat, or email regarding the following credit reporting inquires/disputes:

Credit questions
Payment issues or disputes
Contract fraud
Identity theft
Home transfers
Workout plans

Process Overview

STEP	ACTION

STEP	ACTION
1	What/who is the inquiry/concern/dispute?
	IF	REQUESTOR	THEN
	Credit questions Payment issues or disputes	Contract holder Homeowner Authorized person on behalf of the contract holder	Follow SOP for Transferring calls to Account Servicing
	Credit questions Payment issues or disputes	Account Servicing	Gather customer information: Name Property address Contract # Concern/Dispute Send email to Account Servicing at clientservices@launchservicing.com and Stop
	Contract fraud Identity theft Home transfers Workout plans	Contract holder Homeowner Authorized person on behalf of the contract holder	Gather customer information: Name Property address Contract # Allegation How to contact Date of credit hit Only if from Launch agent: Zendesk ticket # Proceed to Step 2
	Contract fraud Identity theft Home transfers Workout plans	Account Servicing
2	Complete the following steps under ‘Customer Support Agent Process’ and proceed to Step 3
	CUSTOMER SUPPORT AGENT PROCESS			BACK-END PROCESS
	Create a case in Salesforce			Customer Support Agent will monitor case and close once case assignment to Legal/Compliance is completed [SLA for completion: ~2 weeks]
	Create a case assignment to Legal/Compliance with the gathered information from above Compliance’s SLA for completion of case assignment will be approximately ~2 weeks. If no update after ~2 weeks, follow up with Compliance by sending an internal note in the feed. OK to close the case once Compliance has resolved. Reference SOP: Working a Case in Salesforce			Compliance performs investigation with SLA for completion: ~2 weeks Compliance will document resolution in Salesforce Compliance will email Account Servicing with outcome (referencing original Zendesk ticket # if from Account Servicing.)
	Send email to Account Servicing at clientservices@launchservicing.com regarding customer’s concern/dispute			Account Servicing will reach email from Compliance with outcome Account Servicing will document and take corrective action accordingly Account Servicing will respond to customer within 30 days of original intake Account Servicing will inform EverBright about completed actions in monthly report
3	Was the customer’s concern(s)/dispute(s) addressed? If yes, enter disposition notations and Stop If no, follow the appropriate SOP based on their additional concern(s)/dispute(s)