Background:
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Returned checks are currently only handled by Nehemiah Franco or Cassandra Mercado.
Script:
“Hello, this is [agent name] calling from EverBright. We received notification that your check # [check number] in the amount of [amount] was returned for [reason for decline]. EverBright offers automatic payments through ACH. Would you like to sign up for ACH at this time?”
If YES, refer to this SOP: Register for ACH [Account Servicing Portal]
If NO:
“Please resubmit your payment as soon as possible to avoid a late fee.”
If no response:
“Hello, this is [agent name] calling from EverBright. We are contacting you regarding your most recent solar payment. Please contact our Account Servicing department at 877-425-5201 and select the billing and payment menu option.
Assign a commitment for 1 business day later to make another attempt to reach the homeowner /wiki/spaces/SS/pages/2782756894
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Checks that are postdated (date on the check was greater than the received date) will be held in a lockbox until the date printed on the check and subsequently mailed back to Account Servicing for redeposit.
Send the checks along with a note requesting that the checks be redeposited via overnight mail (FedEX or UPS) to:
Bank of America Lockbox Services
Lockbox 843033
1950 N Stemmons Freeway, Ste. 5010
Dallas, TX 75207
Checks that cannot be redeposited will be shredded after the customer has been successfully contacted, 3 attempts have been made, or payment was successfully made.
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