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Jennifer Salazar

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Background:

A contract holder, homeowner, or an authorized person on behalf of the contract holder may contact support through a phone call, chat, or email requesting to change/update contact information. This request can also be received via email from Account Servicing. The following contact information could be updated:

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Process Overview

Step

Action

1

Who is requesting the update/change?

IF

THEN

  • Contract holder, homeowner, or an authorized person on behalf of the contract holder

Proceed to Step 3

  • Account Servicing

Proceed to Step 2

2

  1. Use the following table to update contact information via MyEverBright Portal:

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  1. Update email/JIRA ticket with the following information:

    • Request Type: Account Management

  2. Close the ticket and Stop: No further communication with Account Servicing is required

3

Use the following table to determine outcome based on M3 status:

Related SOP:

https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3000336571/Transferring+calls+to+Account+Servicing#How-to-verify-if-M3-has-been-approved

IF

THEN

  • M2 has been approved but M3 has NOT been approved

    image-20240118-194527.png

  • Proceed to Step 4

  • M3 has been approved

    image-20240118-194917.png

  1. Refer customer to https://myeverbright.com/dashboard portal to update their own contact information

  2. Does customer agree to update on their own through the portal?

4

  1. Use the following table to update contact information via MyEverBright Portal

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Info

An EBH ticket will automatically generate on the EBH Queue. Support sends the request to Account Servicing.

  1. Use the following table to update automated EBH ticket to Account Servicing:

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  1. Use the following table to send email to customer:

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  1. Use the following table to close the tickets (once it is confirmed it has been completed by Account Servicing):

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  • Proceed to Step 5

5

Was the customer’s concern(s) resolved?

Updating the homeowner contact information through MyEverBright Portal

Step

Action

1

  1. Login to https://myeverbright.com/dashboard/overview

  2. Log in as Admin

  3. Search the Homeowner's name and click on their name

  4. Click on Edit User

  5. Update the customer’s information

  6. Click Save > Submit Changes

Info

An EBH ticket will automatically generate on the EBH Queue. Support sends the request to Account Servicing.

Auto-Generated Ticket in the EBH Queue

Step

Action

1

A. Summary: Homeowner contact updates - [Homeowner’s Name]

B. Request Type: Account Management

C. Reporter: SolarCustomerSupport@accountservicing.com

D. Support Channel: Email

E. Send the below note to Account Servicing:

Hello,

Per the homeowner’s request, we’ve updated their contact info as follows:

(Include contract holder’s name, address, and what was updated/changed: phone number, email, and/or billing address). Please update your system of record and confirm when complete.

[Agent Name]

Info

Account Servicing will update the billing address/email/phone information on file.

Email to customer

Step

Action

1

A. Summary: Homeowner contact updates - [Homeowner’s Name]

B. Description: Homeowner Name, Job Address, and Job URL – and summary of their concern

C. Request Type: Account Management

D. Reporter: Enter the homeowner’s preferred email address

E. Support Channel: Email + (Phone/Chat if Applicable)

F. Add: Organization

G. Respond to Customer:

Hi [Customer Name],

We’re working on your request. We will let you know once it is complete.

Regards,

[Agent Name]

Closing the tickets

Step

Action

1

  • Both tickets can be closed once the updates are confirmed:

    • Reply to homeowner: Hello [homeowner name],

      We have completed your request.

      Thank you,

      [Agent’s Name]

    • No further communication with Account Servicing is required

  • Close both tickets:

A. Resolution: Done

B. Resolution Type: Account Management

C. Platform Area: Account Management