E&H POLICY
April 25, 2022
HANDLING INVESTOR ORIGINATIONS
Whenever an investor originates any questions or concerns regarding their account, the first step is to identify the E&H terminals that need to be consulted and what type of communication is necessary to enable a handling.
Second step is to get all the data from those terminals, then filter it down to language the investor can understand and make sure the communication that the investor will receive is not condescending, but demonstrates we are taking actions to remedy the situation in a way that reassures them and reinforces that we are treating their Investment as if it were our own.
Some situations require several steps and cannot be handled in a single work day, when this happens just make sure to let the PI know that you are working on this and you will have an answer for them as quickly as possible. If you can, give a time frame that you know you will be able to keep. Honesty, speed and accuracy go a long way in any relationship, but specially with an investor.
Third step is to have the Philanthroinvestor leave the communication with the feeling that there are positive aspects to the situation and that Equity & Help is constantly striving to provide a better result as time goes by.
Fourth Step is to follow up on the resolution of the situation if it is not a simple consultation but has several aspects. For example: when will this family be evicted?, will this property be sold?, how soon will the home be back on the market?. If the resolution of an origination requires actions from several departments it is beneficial to involve Quality Control via a qual claim to ensure the necessary actions from other departments are actively being executed and no balls are dropped.
The ideal scenario is that you have already all the answers by the time the investor asks and then you are well equipped to answer immediately without. This can only be achieved if you are working proactively instead of reactively, by following the policies for this hat you will quickly be able to be working proactively where by the time the investors finds out about a situation via the report, you already have contingencies or handlings so the PI feels like we are on top of things and that they have nothing to worry about.
Suggested & Edited by
BERGER CORVAIA
VP of Sales & Marketing
Written by
Frank Vedder
Director of Personnel Enhancement
Founder
IA EVKJ-GS17-60FK
IVAN ANZ
FOUNDER E&H INC.
IA: W7UF-KL98-5TU3-0SBT