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Handled By: Customer Support Supervisors and Lead Resolution Specialists

Background: There may be instances where EverBright will receive legal mail. Jessica noriegawill scan the legal mail and a Jira will be automatically created. Customer Support Agents will tag Customer Support Supervisors (Cassandra Mercado Sabin Abad (Unlicensed) Logan Teague Alexander.Cuesta ) and Resolution (Berenice Peralta Eric Suarez Kiya Maxson Nehemiah @ EverBright Ruel.Balicas) for further review.

Link to Customer Support Agent SOP: When and How to Escalate Matters to Legal

Process Overview

STEP

ACTION

1

Research Jira to determine if an existing legal ticket exists:

If YES, proceed to Step 2

If NO, proceed to Step 3

2

Research the legal ticket to determine if the new legal notice has been received before/duplicate notice:

  • If YES, it is a true duplicate and has been received before, no need to upload. No further action is required and close the Jira ticket.

  • If NO, not a duplicate and hasn’t been received before, attach to existing legal ticket and close EBH ticket.

3

Reference SOP section Sending an Internal Notice to Our Legal Team to create a legal ticket and attach legal notice received.

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