Customer Portal - Bankruptcy

Bankruptcy

With Concierge now supporting customers both future and current as it relates to the new Customer Portal and applications, we’re going to see more and more residents with Bankruptcy status as shown below:

If a resident/customer prompts communication (sends in a ticket, submits a live chat, calls Resident Online Support) and we’re unavailable, since they’ve initiated communication, we can reach out to them and answer questions as it relates to logging into the portal, BUT if the customer reaches out and they have questions about any of the below issues, use the macro: Resident Support - Bankrupt

• Discuss renewals
• Anything in regard to payments for ACH including setting up ACH
• Questions regarding payments

Under no circumstance can we discuss anything financial related with the customer if they’re in a bankrupt status.  If you’re uncertain how to proceed, loop in Lance or Khristian so they can decide how to proceed.