Objective: The purpose of this SOP is to reach out to homeowners who have attempted to make their payments, but it was rejected due to incomplete or incorrect information. Up to 5 outbound call attempts are to be made within 10 business days. Enter call log attempts as an internal comment. The request will come as a Jira ticket.
Examples of rejected payments: Incorrect; Date Format, Misspelled Everbright as Everbrite, etc.
Process:
Create a
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Summary: Homeowner Payment – (Homeowner Name)
Description: Homeowner Name and Job Address
Request Type: Rejected Payments
Reporter: Homeowner Name
Update Org: Enter Org Name Herecase on the customer’s contact record
Request Type - Billing/Payments/Collections: Other
Case Description: Provide details of the issue and the reason for outreach
Outbound Voice Script:
Hello [Homeowner Name],
My name is [Agent Name] with Everbright, the financier of your solar system. We are reaching out about your recent payment. We were unable to process it due to (Enter reason from the ticket).
I recommend setting automatic payments at MyEverBright.com. It only takes a minute or two, reduces the chance of errors, and can help you avoid late fees.
I can connect you to our Account Servicing team now.
If the homeowner says no, then Here’s the phone number to contact at your convenience: 877-425-5201 and select Option 1.
Thank you for your time.
Voicemail Script
Hello [Homeowner Name],
My name is [Agent Name] with Everbright, the financier of your solar system. We are reaching out about your recent payment. Please login to MyEverBright.comor call our Account Servicing team at 877-425-5201 and select Option 1 for more information. Again, the number is 877-425-5201, Option 1.
Thank you,
Subsequent Calling (No Answer)
If the homeowner does not answer, create a commitment to call them back until 5 attempts are reached. Notate the customer name, case number from Salesforce, and number of attempts completed in the commitment.
Email to Homeowner
If Call is Answered:
Hello [Homeowner Name],
...
If no phone call or email response from the homeowner, close the ticket.
Write internal comments with attempt 5/5.
When Closing the ticket:
Resolution: Done
Resolution Type: Account Management
Platform Area: Account Managementcase