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

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