INTERNAL USE ONLY — NOT FOR PUBLIC DISTRIBUTION
Intake Standards
Standardized intake script and question set for team members handling inbound inquiries related to possible excess proceeds, surplus funds, tax sale overages, or foreclosure surplus.
Opening Script
"Thank you for contacting National Excess Proceeds Exchange. We are not a law firm and do not provide legal advice. I can help collect basic information so the team can review whether your situation may involve excess proceeds or surplus funds. May I start with the property address and the county where the property was sold?"
Required Intake Questions
Ask each question in order. Record all answers in the intake system.
1. What is your full name?
First, middle, and last name.
2. What is your phone number?
Best contact number.
3. What is your email?
If available.
4. What property is this inquiry about?
Full street address, city, state, and zip code.
5. What state and county is the property in?
County must be confirmed. County rules govern most excess proceeds claims.
6. Was the property sold through foreclosure, tax sale, sheriff sale, HOA sale, or another type of sale?
Record the caller's best understanding.
7. Approximately when was the property sold?
Month and year at minimum. This affects deadlines.
8. Are you the former owner, an heir, an executor, an attorney, a Realtor, or another party?
This determines intake pathway.
9. Is the former owner living or deceased?
If deceased, intake shifts to heir/estate pathway.
10. Do you have any documents related to the sale, the property, or any court filings?
Deed, foreclosure notice, tax sale certificate, probate documents, etc.
11. Has anyone else contacted you about these funds?
Important: document any prior contact, especially from other companies.
12. Have you signed anything already with any company or individual?
Critical safeguard. Flag immediately if yes.
13. Are there other heirs or interested parties who may also have a claim?
Multiple-claimant situations require coordination.
14. What is the best time and method to follow up with you?
Record preference.
Closing Script
"Thank you. This is only a preliminary intake. National Excess Proceeds Exchange is not a law firm and does not provide legal advice. A team member will review the information and follow up regarding possible next steps. Do not disregard any official notices, court correspondence, or deadlines while you wait. If you receive any legal documents, you should consult a licensed attorney promptly."
Compliance Reminders
Never use the phrase "guaranteed recovery" or any variation.
Never estimate a dollar amount the caller may receive.
Never state a timeline for recovery.
Never say the caller "qualifies" or "will receive" funds during intake.
Never advise the caller to ignore court notices, county letters, or legal deadlines.
Never claim NEPEX is a law firm, a government agency, or affiliated with either.
Always remind the caller that NEPEX does not provide legal advice.
Always inform the caller that recovery is not guaranteed.
Always direct legal questions to "a licensed attorney in your state."
If the caller asks whether they need an attorney, respond: "We cannot provide legal advice on that question. You may wish to consult with a licensed attorney in your state."
National Excess Proceeds Exchange is not a law firm and does not provide legal advice. This is an internal document for team use — not for public distribution. National Excess Proceeds Exchange is a brand operated by Acquire, Inc.