Task description convention

Every EZLynx task description follows: [Policy Number] – [VA Name]

Note template for the Payments Department

For Renewal Policy (Self-Pay)

1. The Renewal Team checks the Renewal Tracker. If payment is needed, they set a task for the Payments Team in EZLynx 30 business days or earlier before the Renewal Date — this is the Payments Team's first follow-up cue.
2. 1st Follow-Up (30 days out): Send the "SELF PAY – 1st Follow up to Insured (upcoming renewal)" email, attaching the Renewal Declaration Page and Invoice if available.
   • CC the Agent · BCC pci.qa@protectivechoice.com
   • Corporate accounts: CC policy servicing only — never Marisol, Crystal, or Monica
   • If there's a co-applicant, include them in the CC
   • No calls at this stage — send an SMS reminder instead, then move the task to 15 working days before renewal
   • Screenshot the unpaid carrier portal and attach it in EZLynx
   Jerry's Team exception: do not contact the insured directly. Use the "SELF PAY – 1st Follow up to Insured (payment not received) – Jerry's Team" template instead.
3. 2nd Follow-Up (15 days out): Same thread, sent in the morning. Attach the outstanding-balance document. If no email response by the afternoon, call the customer (9am–5pm EST only). No pickup → leave a VM, send the General Payments SMS, and push the task 7 working days before the due date.
4. 3rd Follow-Up (7 days out): Same thread, morning email, afternoon call if no response. No pickup → SMS, then move the task 3 business days before renewal. If the insured has a co-applicant, contact them directly at this stage too.
5. Endorsement to Agent: If still unpaid with no response across email, SMS, and calls, email the agent to transfer the task (CC Amanda, Roge, Jana, and QA), attach the invoice, set the EZLynx task to 2 business days, and send a RingCentral notification.

1. Verification: Check MyCoverageInfo (VPN off). If it's updated, push the task to 15 days before the due date to monitor. If not, send the 1st Follow-Up to the mortgagee.
2. 1st Follow-Up (30 days out): Email the mortgagee to update policy information. CC the Agent, BCC QA.
3. 2nd Follow-Up (15 days out): Check the carrier portal. If unpaid, call the mortgagee (9am–5pm EST) and document the Loan Number, Policy Number, Insured Name, and Property Address.
   • No record on their end → call the insured to check for a loan or mortgagee change. Unreachable → leave a VM and send the "Mortgage is Unresponsive" email, set a task for 2 working days.
   • Security hurdles from the mortgagee → offer a 3-way call with the insured.
4. 3rd Follow-Up (7 days out): Final mortgagee call. If still unpaid, run full outreach (email, SMS, call) to the insured and co-applicant.
5. Agent Endorsement (3 business days): Transfer via EZLynx and notify the agent through RingCentral.
Why the 9am–5pm EST window: it guarantees banking-hour contact, and looping in the co-applicant is a primary safeguard against a household coverage lapse.

Step 1 — Check the policy status on the carrier website

1. If Active: proceed straight to updating mortgagee info.
2. If Canceled — Underwriting / Missing Documents: email the Documents Team, add complete notes in EZLynx, and set a next-business-day task. If cancellation is dated today or tomorrow, escalate via RingCentral for same-day handling (no email needed in that case).
3. If Canceled — Non-Payment: confirm whether Payments completed all follow-ups by reviewing EZLynx notes and email history.
   • Already endorsed to the agent → notify them via RingCentral, reminding them of the policy status, the pending task, and the cancellation reason.
   • No follow-ups on record → escalate to your Team Lead immediately to investigate the gap.

Scenario A — Mortgagee information matches the Dec Page

1. Download the Declaration Page showing the updated mortgagee.
2. Email or fax it to the new mortgagee (or submit via MyCoverageInfo / Ihaveinsurance.com where available).
3. Email the customer, attaching the new Dec Page, to confirm the change.
4. Log the change in EZLynx: "Policy Number – Mortgagee Change from [old] to [new]", and attach the Dec Page and email thread.

Scenario B — Mortgagee information does not match

1. Update the mortgagee on the carrier portal under "additional interest," "endorsement," or "mortgage." Use the carrier's chatbot or call if the field isn't obvious.
2. If urgent (risk of cancellation), manually input the details on the Dec Page and send it to the mortgagee right away.
3. Set a department follow-up task for 3 business days and log the change in EZLynx notes.
4. After 24 hours–3 business days, check whether a new Dec Page has been issued. Once it has, upload and label it in EZLynx, mark the task complete, then reach out to the new mortgagee and the customer as in Scenario A.

Payment confirmed

1. Full payment received: email the customer the receipt, CC the agent, BCC QA, and close the EZLynx task.
2. Active pay plan, balance remaining: email the receipt plus upcoming installment dates, CC agent, BCC QA. Keep the task open, mark the tracker "Paid," and attach portal screenshots.

Payment not received — the three-stage follow-up

1. 1st Follow-Up: Verify mortgagee details via MyCoverageInfo. Not updated? Add the policy info. Not accessible online? Email or fax the mortgagee with the EOI, Dec Page, or Invoice attached, CC agent, BCC QA. No calls at this stage. Adjust the task to 7 working days.
2. 2nd Follow-Up: Morning email; if no response by afternoon, call the mortgagee. Payment confirmed → get the check number, move the task 7 business days out to monitor. Unpaid and unreachable → email again and set the task for 1 working day. Mortgagee won't share details for security → offer a 3-way call with the insured.
   Unresponsive mortgagee: send a separate email (new thread) to the insured, CC the agent and QA, set a 2 working-day task.
3. 3rd Follow-Up: Call the mortgagee. Unreachable → email the mortgagee, CC agent/insured, and call the insured to check for a new mortgage. New mortgage on file → update the carrier and restart at the 1st Follow-Up. No change → send a final email, CC agent/insured, set a 3 working-day task.
4. Endorsement to Agent: still unpaid after all attempts → transfer in EZLynx (due in 3 business days), email the agent (CC Amanda, Roge, Jana, QA), notify via RingCentral.

Incorrect Loan Number sub-process

1. Search MyCoverageInfo using the Loan Number, ZIP code, and the insured's last name. No match? Move to step 2.
2. Call the insured to check for a mortgage or loan number change (leave a detailed VM if unreachable), then follow up by email using the "Incorrect Loan #" template. CC the agent, BCC Roge and QA.
3. No response? Send a follow-up email, wait 3 working days, then a final email, then call and SMS — each round separated by a 3 working-day task.
4. Still unresponsive after 3 business days → transfer the task to the agent, due the next business day.

Before anything else — check Autopay

If the insured is on Autopay or a recurring payment, do not send a follow-up. Simply move the task to the due date to confirm the payment posts.

Payment confirmed

1. Full payment: send the Thank You email with the receipt attached, and close the task.
2. On a pay plan with a balance: send the installment-plan Thank You email, keep the task open, update the amount, and set it 12 business days before the next installment.

Payment not received — escalation ladder

1. 1st Follow-Up: email the insured with the invoice attached, CC agent, BCC QA. No call or SMS yet. Adjust the task to 3 working days.
2. 2nd Follow-Up: morning email on the same thread; if no reply by afternoon, call (9am–5pm EST). No pickup → VM + friendly SMS, task reset to 3 working days.
3. 3rd Follow-Up: morning email, afternoon call. No pickup → SMS, and contact the co-applicant directly (call or group SMS). Task reset to 3 working days.
4. 4th Follow-Up — Transfer: only once every follow-up has been exhausted and the customer is still unresponsive across email, call, and SMS. Transfer to the agent in EZLynx (due in 3 business days), email the agent (CC Amanda, Roge, Jana, QA), and send a RingCentral message.

Phone-assisted payments

1. If a customer asks for help paying, log in to the carrier's portal on their policy and process the payment with their bank details.
2. Set an EZLynx task for 3 business days to confirm the payment clears (and doesn't reverse).
3. Screenshot the processed payment and attach it in EZLynx.

Step 1 — Search the portal

1. Go to mycoverageinfo.com/agent (VPN off, optional).
2. Search using the Loan Number, property ZIP code, and the insured's last name.
3. Dismiss any pop-up, then check the registered policy numbers and carrier name.

If the policy is not registered

1. Click Add / Update Policy in the top right.
2. Upload one of: EOI, Signed Application, Invoice, or Declaration Form.
3. Enter payments@protectivechoice.com under Contact Email, then Submit.
4. A confirmation email lands in the Payments inbox — note the action in EZLynx, attach that confirmation, and screenshot the updated MyCoverageInfo portal.

If the policy is already registered

Proceed straight to the mortgage payment follow-up workflow — see Mortgage Payment Task.

Generating the invoice

1. Connect to the VPN and log in to PCI CRM with your Payments credentials.
2. Click Agency Billed → Generate Invoice.
3. Fill in client and policy data, matching EZLynx exactly: name, email, phone, address, carrier, and Policy Number — entered twice so it can be checked for a match, plus the Policy Effective Date.
4. Enter the Total Amount and Currency, enable the payment methods (Card / ACH), and set Send request also via SMS to Yes.
5. Review every field once more, then click Generate Invoice.
6. Send the customer the Policy Invoice email (subject: "Your {Carrier Name} Policy Invoice"), log the communication in EZLynx, and set a task to check payment status in 3 days.

If an invoice was generated in error

1. Do not attempt to edit it. Go to the Agency Billed tab, find the invoice, and click Cancel.
2. Email the customer using the "Generated in Error" template, clearly telling them to disregard it.
3. CC the agent for visibility.
4. Document the error and the customer notification as an internal note in EZLynx.

Why this workflow is different

Premiums for New Home Closing policies are typically handled by the Title/Home Closing Company as part of closing — not the insured or the mortgagee directly. If the policy shows unpaid, never contact the mortgage company or the insured. Go to the agent first.

The workflow

1. Wait until 30 days after the policy effective date before reaching out.
2. Message the writing agent via RingCentral:
   "Hi [Agent Name], good morning/afternoon! Just following up on the status of [Customer Name]'s home closing. Was the closing completed successfully, or did the transaction fall through or end in foreclosure? Please let us know when you have a moment. Thank you!"
3. Confirm with the agent: did the closing complete, is the Title Company submitting payment, and are there any known delays?
4. If payment is still pending and the agent doesn't respond to RingCentral or email, send the "Transfer of Task – New Home Closing" email to formally hand the task back to the agent.
5. Document every communication and status update in EZLynx.