Page Comparison

1

• Has the contract been signed by all parties?

  • If yes, proceed to Step 2

  • If no, proceed to Step 45

2

• Is the contract canceled?

  • If yes, follow the steps in the table for Request for a copy of a canceled contract and Stop

  • If no, proceed to Step 3

3

• Advise the customer the contract could be viewed on their MyEverBright Homeowner Portal. Is the customer satisfied with this option?

  • If yes, proceed to Step 6

  • If no, proceed to Step 4

4

• Does the customer agree with sending electronically through DocuSign to the email address in the Engine Platform?

  • If yes (electronic copy), follow the steps in the table for Sending a signed contract through DocuSign and proceed to Step 56

  • If no (physical mail copy), follow the steps in the table for Sending a signed contract through physical mail and proceed to Step 6

5

4

• If the contract has not been signed, advise the customer and proceed to Step 56:

Your contract has not been signed. Once your contract is complete and signed, we will be able to provide you a copy electronically or by mail.

56

• Was the customer’s concern(s) resolved?

• If yes, enter disposition notations and Stop

• If no, follow the appropriate SOP based on their additional concern(s)

1

• Is the contract canceled?

  • If yes, proceed to Step 2

  • If no, follow the process overview and Stop

2

• Reassure the homeowner that their contract has been successfully canceled by using the following scripting based on the contact method and proceed to Step 3:

METHOD

SCRIPTING

Phone/Chat

We would like to reassure you that your contract has been successfully canceled as of (Date of cancellation). You will receive an email that will serve as your written confirmation of the cancellation of your EverBright Financing agreement. To confirm, your email address is (homeowner email address)?

Thank you.

Email

Hello (homeowner name),

We would like to reassure you that your contract has been successfully canceled as of (Date of cancellation). You may use this email as your written confirmation of cancellation of your EverBright Financing agreement.

 Thank you,

(Agent Name)

3

• Does the homeowner insist that they receive a copy of the canceled contract?

  • If yes, proceed to Step 4

  • If no, enter disposition notations and Stop

4

• Verify the homeowner's name, property address, and contact information including email.

• Create a Case on the customer contact record:

  • Creating and Assigning Cases | Creating a case

  • Case Description -

    • Detailed notes regarding the case - indicate that the homeowner requests a copy of a canceled contract, confirm delivery method (physical mail or email)

• Reassign the case to Cassandra Mercado(She will attach the contract, send it to the homeowner, and close the case).