Background:
The homeowner wishes to pay off their existing account balance on their solar system. The request can either come from the homeowner requesting a payoff quote or a payoff quote can come directly from account services (if the homeowner contacted account servicing directly to obtain the quote).
| Note |
|---|
We cannot process a payoff request coming from an installer. If an installer requests a payoff for a homeowner, advise them that the homeowner would either need to call our account servicing department directly to request the payoff quote or provide a request in writing |
If the request comes from the homeowner or title company to support, create a linked ticket and reply to Account Services to request a payoff quote:
'Hello,
We received a request for a payoff quote for [customer name and address]. Once we receive the quote, we will pass it along to our internal team for approval.
Regards,'
Update the EBH ticket:
Update the ticket subject to “Payoff Quote - [customer name]”
Update the request type to ‘Account Management’
Reporter: Account Servicing
...
Take a screenshot of Payoff quote and attach it to the Jira ticket
Send an Email to Herve.Woods@goeverbright.com and request a review of the account through Account Services (GA Service Zone):
Provide a link to the open ticket
Herve' will update the ticket with the following information and send the request:
account start date
payment history
Update the ‘Request Participants’ field to: DL-EverBright-Pricing_Analytics@nexteraenergy.com , Account Services and Laura.Miller@nexteraenergy.com
Select ‘reply to customer’ and send the following note to the pricing department:
“++Pricing and Laura Miller for approval
Hello,
Account Services is seeking approval for the attached pay-off quote. Please review and reply all with approval or denial of the payoff quote”
Follow up on the status of the approval daily
Once pricing approves the pay-off amount, support will reply to Account Services and the ticket can be closed:
“Account Services,
The payoff for [customer name and address] has been internally reviewed and approved. Please reach out to [customer name] and provide the payoff quote.
Regards,”