DECEASED STATUS
What is the very first thing you should do when someone reports the homeowner has passed away?
Document the call and create a ServiceNow case.
What is an estate?
Answer: Everything a person owns and owes after they pass awa
Question: Do agents approve write-offs?
Answer: No.
Question: Can a deceased account still settle?
Answer: Yes.
Question: What tool do we use to search for probate information?
Answer: Probate Finders.
True or False: We stop treating the account like a normal collections account once a deceased notification is received.
True
Question: Who manages an estate after someone dies?
Answer: An Executor or Personal Representative.
Question: What is an agent's role in the write-off process?
Answer: Identify accounts that may qualify and escalate them.
Question: Who can discuss settlement options?
Answer: An authorized representative or estate representative.
Question: Name two pieces of information Probate Finders can provide.
Answer:
A neighbor says the homeowner passed away. What should you do?
Answer: Document the information and follow the deceased process. Do not assume or close the account.
Question: True or False: Every deceased customer has an estate.
Answer: False.
Question: Name three things agents should check when identifying possible write-off eligibility.
Answer:
Question: Can a transfer or refinance move forward if there is still an accelerated balance due?
Answer: No. The balance must be paid in full or paid at closing according to company policy.
Question: What does "No Estate Found" mean?
Answer: No probate estate has been located at this time.
Why is documenting deceased notifications so important?
Answer: It protects the family, ensures the account is reviewed correctly, and keeps us compliant.
Question: If an estate is still open, what does that usually mean for our account?
Answer: It still needs review because collection through the estate may still be possible.
Question: Why do we review accounts for write-off eligibility?
Answer: To prevent unnecessary billing, improve reporting, and ensure the correct business decision is made.
Question: What should Back Office review before approving a transfer or refinance?
Answer:
Question: True or False: If Probate Finders shows no estate today, one can never be opened later.
Answer: False.
Question: Name three things that should happen after a deceased notification.
Question: Why is it important to know whether an estate is open or closed?
Answer: It determines the next steps and whether collection opportunities may still exist.
Question: A homeowner is deceased. There is no living co-owner, no payments for eight months, and the estate is closed. What should you do?
Answer: Escalate the account for a write-off review.
Question: Why do we complete an Account Status review before a Home Sale transfer or refinance?
Answer: To ensure the customer is eligible to proceed and that all required balances have been addressed.
Question: A Probate Finders search shows an estate was opened yesterday. What should happen next?
Answer: Escalate the account so Back Office can review the new estate information and determine the next action.