Page Comparison

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2

Using the following table, has M3 been approved?

IF:

THEN:

• M3 has been approved

• Authenticate the customer and gather the following information:

1. Name

2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

3. Property address

4. Reason of call

• Then proceed to Step 3

• M3 has NOT been approved

• DO NOT refer customer to Account Servicing and follow available SOPs for Account Servicing Inquiries resolution:

3

IF:

THEN:

• Customer is installer or sales rep

• The Account Servicing phone number can be provided but reiterate that the call should come from the homeowner or an authorized person on the contract only.

• Proceed to Step 5

• Customer is contract holder/ homeowner/authorized person on behalf of the contract holder

• Proceed to Step 4

4

• Is Account Servicing available (Weekdays 5:00AM to 5:00PM PST)?

1. If yes, /wiki/spaces/SS/pages/2782756880to Account Servicing with contract holder/homeowner/authorized person’s name, property address, and reason for call

Related SOPs: /wiki/spaces/SS/pages/2782756880

2. Enter disposition notations with billing disposition notations and Stop

• If no, proceed to Step 5

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1. Provide customer with Account Servicing phone number and hours of operation:

Account Servicing and Billing: 1-877-425-5201 Weekdays 5:00 AM – 5:00 PM PST. Select language then Option 2 for existing EverBright Customer then Option 1 for Billing.

2. Enter disposition notations with billing disposition notations and Stop

• Account Registration [Account Servicing Portal]

• Update Username [Account Servicing Portal]

• Change User Password [Account Servicing Portal]

• Update Email Address [Account Servicing Portal]

• Update Contact Information Request [MyEverBright and Account Servicing Portal]

• Pay Bill with Check (Phone, CheckPortal, PortalMail) [Account Servicing Portal]

• Payment Arrangement – Change Due Date [Account Servicing Portal]

• View Billing Statements [Account Servicing Portal]

• Register for ACH [Account Servicing Portal]

• Opt out of ACH [Account Servicing Portal]

• Account Servicing Codes

• Returned Checks

• Adding an authorized person to an account [Accounting Servicing]