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Background: A workout plan is to assist homeowners with reaching PTO when an installer goes out of business or is struggling to complete their pipeline/jobs. These homeowners are typically reassigned to a new installer and if payments are due before PTO, these payments are paused.

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Process Overview

Step

Action

1

Authenticate the customer and gather the following information:

Name
Type of customer (contract holder/homeowner/authorized person or installer/sales rep)
Property address
Reason of call

and proceed to Step 2

2

Follow the following steps to determine if the customer’s job is part of a workout plan:

Log into Engine Pipeline
Navigate to the pipeline job and view the ‘Contract’ phase to view the original installer’s name by checking the email domain of the ‘Contractor’

Expand

title	More Info / Screenshots

Screenshot #1:

Screenshot #2:

Refer to the Workout Plan Reference Table
- Is the installer on the list?
  - If yes, proceed to Step 3
  - If no, Stop and follow appropriate SOP

3

Reference the following table based on the workout plan for the specific installer for specific scripting based on the customer’s concern:

IF:

CUSTOMER’S CONCERN:

THEN ADVISE:

Known PTO Delayed Organizations - EverBright Workout Plan

Status update on job

Advise the customer:

“We appreciate your patience. Your installer has known PTO delays due to a variety of reasons such as material sourcing, utility/inspection deadlines, and/or additional work required. They are committed to finishing your job. Please reach out to them for updates.”

If requested by the customer, provide the installer’s information: EverBright Salesforce
Proceed to Step 4

Payments

Advise RIC 1.0 customer:

“Your billing is automatically being paused and no payments will be due until after your system is operational. Your monthly payment amount and total number of payments will remain unchanged.”

Note

If customer states that an ACH payment has been processed from their bank account:

Create a ticket
- Related SOP: Elevating a Call or Chat to the back-office email team
Tag Resolution (Berenice Peralta Eric Suarez Kiya Maxson Nehemiah @ EverBright Ruel.Balicas)
Resolution team:
- Reference the following SOP: How to Handle Escalations to Risk Management

Proceed to Step 4

Advise RIC 2.0 or PPA customer:

“Your billing will start once your system is operational/PTO has been reached.”

Proceed to Step 4

Installer

Provide the installer’s information: EverBright Salesforce
Proceed to Step 4

Copy of Email sent to homeowners

Advise the customer:

“The original email communication was sent to you to the email address on file. Please check your email inbox.”

Proceed to Step 4

Additional FAQs, if needed

Use the following table: Additional FAQs for both types of workout plans
Proceed to Step 4

Paused payments & reassigned to new installer

Status update on job

Advise the customer:

“Thank you for your patience. Your original installer is out of business and your job has been transferred to a new installer who is committed to finishing your job. Please reach out to them for updates.”

If requested by the customer, provide the NEW installer’s information: EverBright Salesforce
Proceed to Step 4

Payments

Advise RIC 1.0 customer: