Real Estate Unauthorized User Process

Real Estate Unauthorized User Process

In order to deliver a customer centric experience and properly fulfill the customer requests, it is necessary that all the associates follow the proper Unauthorized User Protocol. This article outlines the most recent updates to our unauthorized user process.

If someone not named on the warranty calls on behalf of the customer wishing to make a material change such as cancel, renewal, billing updates, etc., we will not be able to move forward with the call. It is necessary for the customer to personally request any material change. They will either have to come to the phone or call us back.

Scenarios

Resolution
  1. Unauthorized user requesting to change or add contact information to the account.

  2. Unauthorized user requesting to cancel or to renew the contract.

  3. Unauthorized user requesting to update the billing method on file.
    *Note* If making a one-time payment, the unauthorized user must use a credit/debit card with their name on it.

“<Caller Name>, I would be glad to help you with your request. However, I’ll need verbal authorization from the account holder. Is <Customer Name> available to come to the line?”

IF YES: proceed with verification guidelines and help the customer.

IF NO: wrap up the call and set expectations for when they call back.

The following people are excluded as an unauthorized user:

  1. Real Estate Agents
  1. Account Executives
  1. Property Management
  1. Admins and RVP’s

    • Related Articles

    • Real Estate Disclaimers

      Sales Confirmation (Red Flag Policy) RENEWAL/SALES CONFIRMATION SCRIPT This script must be read verbatim before the close of your call. “<Customer Name>, just to confirm, we will be <Renewing your Cinch Warranty for an additional year/Enrolling you ...

    • Renewal System Process & Guidelines

      Guidelines Use this renewal process when the customer’s account has expired/cancelled and they want to renew into the new agreement year or needs additional information about the renewal plan. The account CANNOT have an outstanding balance. If ...

    • Administrator Account Set Up Process

      An Administrator is someone who will enroll warranties on behalf of the Real Estate Agent. Admin accounts must be set up through TIMX and not the ARC like an agent account. To set up an Admin account in TIMX, we need: The Admin’s name The email ...

    • Real Estate Transaction

      This section provides a high-level overview of how the Cinch Real Estate Home Warranty plays a role in the various aspects of a real estate transaction. It provides information on: The listing process Attracting buyers to properties listed for sale ...

    • Real Estate Terminology

      Glossary of Real Estate Terms Abstract: Form prepared containing historical data (previous owners, liens, etc) shown on the property. This is used to convey clear title of the property. Acquisition Costs: Expenses incurred in acquiring business, ...