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Background:

When a customer’s payment by check is returned, the bank mails a copy of the check to EverBright along with a the reason it was returned. All check copies are legal tender and may be able to be redeposited.

In all cases, the agent will contact the customer and let them know that their payment method was declined and supply them with the reason for the decline. The agent will also offer ACH as an alternative payment option to the homeowner.

Info

Returned checks are currently only handled by Nehemiah Franco or Elijah Carr

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Process Overview

Step

Action

1

  • Contact the customer by phone and follow the table below:

IF

THEN

  • Customer answers

  1. Advise the customer:

“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

...

...

  • no, advise customer:

“Please resubmit your payment as soon as possible to avoid a late fee.”

...

  • Customer doesn’t answer

  1. Leave the following voicemail, if able to:

“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.

  1. Assign a commitment for 1 business day later to make another attempt to reach the homeowner

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Related SOP: Scheduling a Commitment in CXone

  • Leave a note with the homeowner’s name, number of attempts, and the reason:

    • Example: Jane Doe, attempt 2 of 3, returned check outreach

  • Disposition

...

  • : Returned Payment Outreach

  • The agent will attempt to contact the homeowner a total of 3 times over 3 business days

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Info

Before attempting to contact the homeowner again, check the Account Servicing portal to confirm that the homeowner has not made a payment. If a payment was made, cancel the commitment and enter the reason as payment successful.

Check Handling

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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.

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1950 N Stemmons Freeway, Ste. 5010

Dallas, TX 75207

Info

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.