Training Alert Escheatment Letters

It’s the time of the Year, customers will receive an Escheatment Letters for unclaimed property with KE Ohio, and SPG Pennsylvania, Maryland and New Jersey.

This Claim must be done before August 18th of 2023. Customers who miss this deadline will be required to contact the state to claim these funds.

You will need to follow the next steps:

CS reps will be required to verify and update all customer information including name, address, email, and phone number.

A child call note (CLOSED) must be added to the escheatment call note. The following text will auto-populate: “The customer received the escheatment letter and is requesting the unclaimed Ecogold Cashback. The customer’s name and mailing address has been verified and confirmed. The business is reserving up to 90 days for payment processing.”

Script:

Thank you for reaching out to us regarding the unclaimed property letter dated August 2022. Please allow me to verify your account information so that I can assist you with this.

(Verify info, confirm any changes to mailing address, and add the child note.)

I have updated your account, and your information will be submitted to the proper department handling your claim. Please allow 90 days for the check to be issued. For further inquiries you can reach us here by phone or I can provide you with our (rewards@) email address.

ALERT: Account Verification

We are obligated to take reasonable steps to confirm the identity of a telephone caller before proceeding with a call relating to a personal account of information.

Please follow the next four steps below to complete an accurate account verification:

First Question (To locate account)

- Telephone number

- Customer ID

- Utility account number (LDC) / Pod ID where applicable

- Verification number (TPV No.)

Second Question (To verify if we're speaking with acc holder or authorized user)

- Name of the account holder

- Decision maker/ Caller’s name NOTE: In the state of Maryland only account holder can make changes to the account.

Third Question (To validate we have correct account)

- Full-service address

- Full billing address

- Security question (if available)

Fourth Question (To confirm we have correct email)

- Email address (If an email is in account, we'll need to validate we have updated email.) NOTE: If no email is on the account, attempt to collect one.

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Welcome to The Hub 2.0!

As you may already know, The Hub has undergone a significant transformation aimed at optimizing your user experience!

But we’re not done yet!

We’ll continue to strive in providing you with an enhanced Hub user experience, which means that your feedback is essential to our continuous efforts!

Feel free to send an email to callcenterops@rrhenergy.us with any suggestions and/or ideas that may further enhance your experience and/or productivity.

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Ricky