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changes.mady.by.user Jennifer Salazar (Unlicensed)

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New Version 31

changes.mady.by.user Tiffany Harper (Unlicensed)

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Background:

...

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:

Table of Contents
maxLevel6
minLevel1
includeUpdating the homeowner contact information through MyEverBright Portal
outlinefalse
indent
exclude
stylenone
typelist
printablefalse
class

  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 Table: 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

Table of Contents
maxLevel6
minLevel1
includeUpdating the homeowner contact information through MyEverBright Portal
outlinefalse
indent
exclude
stylenone
typelist
printablefalse
class
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:

Table of Contents
maxLevel6
minLevel1
includeAuto-Generated Ticket in the EBH Queue
outlinefalse
indent
exclude
stylenone
typelist
printablefalse
class

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

Table of Contents
maxLevel6
minLevel1
includeEmail to customer
outlinefalse
indent
exclude
stylenone
typelist
printablefalse
class

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

Table of Contents
maxLevel6
minLevel1
includeClosing the tickets
outlinefalse
indent
exclude
stylenone
typelist
printablefalse
class

  • Proceed to Step 5

5

Was the customer’s concern(s) resolved?

...

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.

...

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

Removing a Homeowner from the Portal

Step

Action

1

If a homeowner would like to be removed or deleted from the Homeowner Portal.

Create a Jira ticket and include:

  • Homeowner’s name

  • Homeowner’s email address

  • Homeowner’s property address

Go to Step 2

2

Once all the information has been collected tag Ryan Izuno in the ticket.

After Ryan responds the request has been completed, close the ticket.