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You will encounter scenarios that will require you to escalate to the trust and safety team, find those cases and instructions on how to escalate below.
When to escalate to Trust and Safety team:
When to escalate to Trust and Safety team:
To escalate to Trust and Safety Team (T&S) you will use the #identity-escalations channel in Slack.
Some examples of when you'll have to escalate to #identity-escalations include:
When you receive a call from an agent and after requesting all of their personal information (full name, email, MLS ID, MLS Name) and license number (if unable to confirm MLS ID) you see that his/her status shows as AGENT_STATUS_REQUIRES_VERIFICATION - if the profile is not blacklisted you add them to the tracker: Agent status unknown - Tracker
Then, you will deny access to the property and escalate the case to T&S:
When the information provided is not matching at all.
Refusing to provide any information (MLS ID or license number).
2. When a customer has duplicate profiles. You can provide access to the customer but you will escalate to T&S requesting for the profiles to be merged/deleted.
Exceptions: You won’t need to do this process when you are working in Riverside and Los Angeles since Nomad doesn’t verify agent’s statuses in these markets.
Exceptions: You won’t need to do this process when you are working in Riverside and Los Angeles since Nomad doesn’t verify agent’s statuses in these markets.
How to escalate to Trust & Safety:
How to escalate to Trust & Safety:
Before escalating, make sure you collect all the correct and necessary information to input it into the escalation.
This includes:
Full name:
Role:
Phone number:
Email:
MLS ID:
MLS Name:
License Number:
Brokerage Names:
Agent Verification Status:
Additional context:
Important: Post your comment and someone from T&S will follow up. Stay attentive if someone pings you in the thread or asks you to take additional actions. Otherwise, no additional action on your end is needed. You always need to send the template of your escalation to the Google Chat group and wait for a staff member to approve the escalation before you send it through Slack.
Important: Post your comment and someone from T&S will follow up. Stay attentive if someone pings you in the thread or asks you to take additional actions. Otherwise, no additional action on your end is needed. You always need to send the template of your escalation to the Google Chat group and wait for a staff member to approve the escalation before you send it through Slack.
Click the pinned comment to see which of our investigators you should be tagging. Here is what your escalation should look like:
Trackers
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