1. Customer calls Advisor VM asking for contact with SCC
  2. CA (either supervisor or VM loading) sends e-mail to customer (if an e-mail is in system) telling them that we have forwarded their request for contact to the SCC and that she will contact them within 2 days. Refer to Rhonda to have email sent to the SCC.
  3. Mark the ticket Urgent, assigned to Facilitator, and pending, with note in Subject line stating exactly what you did and what time it was completed.
  4. The SCC should reply to your email so you can then close out the ticket - or - if not acted on within time period, an Advisor follows up and Jessica/Kelly notified so that we can track how often this is happening.