Verbal Application

Verbal Application

Overview

For Cinch Real Estate products, a Verbal Application and service job request is entered when the customer calls in a request for service, but their contract information is not in the system. 
This occurs when the application and funds for coverage have not been received to enter the enrollment. 
If the property closed within the past 30 days, the Customer Service Associate can enter the verbal application and process one verbal service request.

Policy

Only one (1) Verbal Service Request is allowed within the first 30 days, when funds have not been received.
A verbal application or service job cannot be processed:
  1. On a Seller Home Warranty (SHW). Refer the homeowner to their realtor.
  2. If more than 30 days have passed since the closing date. Refer the customer to their realtor.
Note: if the customer has several service requests that need to be processed, allow the customer to identify the most urgent.

Process Overview

1. Check ServiceBench to see if there is a contract on file
IF Yes:
  1. If we have not received funds and the customer is placing their first service request, process the service request using normal procedures outlined in iKnowledge.
  2. If we have not received funds and the customer has one service request on file, do not place a service request. Refer to the Scripting section below for guidance.
  3. If the contract is outside the first 30 days, the agent must check SCM to confirm funds have been received before processing service request. If funds have not been received, refer the customer to their realtor.
IF No:
  1. Complete the Verbal Application process outlined in this topic.
2. Check TIMX SCM to see if there is a contract on file
IF Yes:
  1. Follow Step 21 below: Gather customer information including the contract number in SCM, and email the information to verbalclaim@cinchhs.com. A supervisor will create the service request and create a Jira ticket to have the contract entered into ServiceBench.
IF No:
  1. Complete the Verbal Application process outlined in this topic.

Determine if funds have been received - TIMX SCM

Search for and open the customer's contract record in TIMX SCM. Review the Amount Paid field. If the field reads "$.00", as pictured below, no funds have been received.
Since funds have not been received, this customer is allowed one service request.

Scripting

The talking points below are for Customer Service Associates to use during related interactions.
SAY:
"Since you recently closed on the property your information has not been entered in our system. I can enter your application information and process one courtesy Service request, pending the verification and funding of your application."
IF request exceeds the number of Service Jobs allowed:
ADVISE:
Initial call (multiple service requests)

"I can process one courtesy service request today. Once verification of funds is complete, we will be happy to process your other service request(s). We apologize for any inconvenience."

Second request, second call

"I see we have a service request on file for you. As soon as we receive the funds from your closing, we will be happy to process any future service requests. Please contact your title company for further assistance."
IF the property closed more than 30 days ago:
ADVISE:
Since it is 30 days past your closing date, I am unable to enter a service request for you until funds are confirmed.

Please have your real estate agent call in the application information to our Enrollment Service department at 1-800-247-3680.

Once the application has been entered and verified, we will be happy to process your Service Request.

I apologize for any inconvenience this may have caused you.
Close the Call

Create a Verbal Application in TIMX SCM

Requirements:
  1. No customer record exists in TIMX SCM
  2. Property sale closed within 30 days of the inquiry
The table below describes the procedure to enter a Verbal Application in TIMX SCM. This procedure should only be used if the associate has validated that no customer record exists by attempting and address search in ServiceBench and TIMX SCM.
Step
Action
Supporting image / info
1.
From the TIMX SCM menu, select Enrollment > Application Verbal Claims.

2.
Enter the:
  1. primary contract holder’s first and last name
  2. best contact telephone number and alternate telephone number
  3. select the icon next to the work number to enter a work extension and/or email address, if available
  4. additional contract holder’s information, if applicable

3.
Tab to the Property Address and a zip code pop up screen will display. Enter the property’s zip code and enter.

4.
Select the correct city from the pop-up screen. Otherwise, the city and state will pre-populate.

5.
Enter the street address, verify entered information.

6.
Verify if there is an alternate mailing and billing address. If yes, select the mailing and billing buttons to enter the information.

7.
Click the Plan button.

8.
Click on the Broker Id dropdown arrow.

9.
Enter VERBAL in the Name field. Click on Search. The Broker Id will display. Enter.

10.
Enter the closing date in the Appl Date field.

11.
To select the plan, double click on the Select a Plan drop-down arrow.

12.
Ask the caller, if the property is a single-family dwelling or a condominium and the deductible amount ($100 or $200). Select the appropriate plan and click OK.

Note: If the customer does not know which plan, they received, select the $100.00 plan. Advise the customer we will collect the additional deductible amount on the back end if we confirm with the title company, they paid for the $200.00 plan.

13.
A pop box will appear to search for the Real Estate Agent. Click on the drop-down arrow to locate the agent’s name. Click OK.

Note: Select ‘Agent Unknown’, if:
  1. there is an ‘X’ in front of the Agent Id
  2. the Agent’s name does not appear on the list

14.
Once the desired agent is selected from the list, the Agent ID # and Agent’s Name will auto-fill. Click Ok.

15.
From the top menu, click on the Save icon to generate the application number. Answer; “Yes” to the save pop message and “NO” to the exit now pop message.

16.
**IMPORTANT**

Capture the VC (verbal application) Appl # field.

Note: Take note of the verbal application number. You will need it to process the service request in ServiceBench.

17.
From the Application Entry Form screen, select the Comm History Log icon from the top toolbar. Click on the drop-down arrow

18.
Complete the following fields:
  1. Communication source: ‘CUSTOMER’
  2. Communication Object: ‘APPLICANT’
  3. Communication Type: ‘CONTRACT’
  4. Communication Method: ‘PHONE’

19.
At the Comments field, enter:
  1. Contract holder’s name and phone #
  2. Real Estate agent’s name and phone #
  3. Real Estate company’s name and phone #
  4. (if available) Price of the warranty and the Title Company’s name and phone # number

20.
Save and exit.

21.
**IMPORTANT**

If the customer also needs to place a service request, do not disconnect the call. Gather the details (pictured right).

Send the information in the body of an email to verbalclaim@cinchhs.com.

We will have dedicated supervisors to work this inbox and will take this information to create the service request.

Note: Include Service Request Severity in the email.

Note: If a contract is in SCM, replace the VC number with the contract number.

22.
Advise the customer that the request will be entered shortly and that they will receive a call back once it is complete.

23.
The supervisors that will be overseeing the inbox will be required to review every 2 hours to see if we received any new requests. The supervisor will take the information from the email and process the service request. 

Supervisor – Convert Application to a contract in SCM

The steps below outline this process.

1. Retrieve the Verbal Application with property address or Application #.

2. The green “C” icon indicates the option to convert the application into a warranty. Click this icon to proceed.

3. When the “Application to Warranty Conversion” box pops up; enter the closing date.
Note: The closing date = the effective date of the warranty.

4. Press “Ok” and you will see the warranty result screen appear with the application number and the new contract number for the warranty. You will also see that the Broker information field says “Verbal Claim Processing”.

5. Hit “Save” and Notate accordingly.


6. The following note needs to be updated into SCM in the communication history log. This is to assist accounting when they receive funds.
Supervisor Note: Service job is being created for this contract. Converted VC into a Contract Number.

7. Confirm that contract in SCM is transferred/loaded into ServiceBench
Supervisor will need to enter a JIRA ticket to ensure the contract will be loaded into ServiceBench that night.

Supervisor - Create a Service Request in ServiceBench

Once the Verbal Application is converted into a warranty in SCM, the supervisor will create a manual service request in ServiceBench.
The steps below outline this process.
Step
Action
Supporting image / info
1.
From the Jobs menu, select Create Service Order.

2.
Fill out all following fields:

1a. Use the Contract Number that was generated when converting the Verbal Application in SCM in the Service Contract Number field include .0

1b. If there is a contract already updated in SCM, update with the contract number and .0

Note: The supervisor will need to create a Jira to ensure the newly converted contract transfers over to SB, and/or if the contract was already updated in SCM but not loaded into ServiceBench 

Service Request Type - Warranty

Override the address validation and entitlement

3.
Service description: Warranty/Repair Service Request (Verbal Application)

4.
Assign a service provider.

5.
Contact the customer and advise the customer of their Contract number, Service Job number and advise of the service providers information to schedule their appointment.

Back-end Account Process FAQ

Payment received
Once the payment is received the contract will be converted in SCM and then loaded into ServiceBench that day at 12am. When accounting is loading a contract where the payment is received, they will always do an address search including the numbers of the address and the first three digits of the zip code. If they see a contract already converted, they will apply the monies to that contract.
Payment not received
15 Days - Notification sent to Agent/Broker

45 Days - Notification sent to Agent/Broker

60 Days - Contract is cancelled and notification is sent to the agent/Broker and the customer.

Note: At Day 60 if we have paid out on any service job, we will advise the customer they will be responsible to either pay the warranty cost or the cost of the claim whichever is lesser of the two.
Before the accounting agent uploads a new contract, they will complete a property address look up to ensure no duplicate contracts are created.
  1. They use the first numbers in the property address, along with the first three digits in the customers zip code.
  2.  If they see another contract on file that matches, they will load the payment onto the existing contract.
  3. If they see two contracts that match, they will go into the notes in SCM to confirm if a job is attached, and they will upload the funds to that contract.

    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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