PURPOSE: Follow this SOP in the scenario that you receive a call concerning a homeowner’s death.
PROCEDURES: During the Call
STEP 1. Take contact/caller details:
First and Last Name
Email Address
Phone Number
STEP 2. Take down the homeowner’s details:
First and Last Name
Property Job Address.
STEP 3. Instruct the caller that they should be receiving an email after the call on which they can reply and attach a copy of the death certificate and executorship, or estate docs.
PROCEDURES: After the call
STEP 4. Create a Jira Ticket in Homeowner Support (EBH) with the following fields:
Ticket naming convention: Homeowner Death - [Homeower Name]
Description: Job Address
Assignee: Enter Your Name
Reporter: Caller’s Email
Request Type: Account Management
Support Channels: Phone/Email
Write a Note to the Caller:
Hello,
It was a pleasure speaking with you today. As per our conversation, please respond to this email with a copy of the death certificate and executorship, or estate documents.
Regards,
STEP 5. Email Jessie and Herve with ticket details. Provide a link to the ticket.
STEP 6. Once the customer provides the requested documents, reply to the customer:
We have received
STEP 7. Create a linked ticket and transfer them to Account Servicing
Ticket naming convention: - [Homeower Name]
Description: Job Address
Assignee: Enter Your Name
Reporter: Account Servicing
Request Type: Account Management
Support Channels: Email
STEP 7. Close Ticket >> Resolution “Other”