Versions Compared

Version Old Version 14 New Version 15
Changes made by

Rafael Gonzalez

Rafael Gonzalez

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Background: We may receive inquiries from a variety of sources, including (but not limited to) the contract holder, the Billing Department, the Homeowner, an Authorized Representative acting on behalf of the contract holder, or an escrow/title company. These interactions may come through phone calls, chats, or emails regarding a home sale, or home transfer.

...

Step

Action

1

Take note of who is contacting us to determine if it is the Homeowner, Account Servicing or an Escrow/Title Agent

2

  • Where is the Request Coming from?

IF Homeowner:

Expand
titleCLICK HERE
Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#FFFFFF

If the customer mentions they’ve already spoken with Account Servicing but are still being transferred back to us, check if there is an open case being handled by the property transactions team

  • If a case is open, tag the case owner and inform the customer that we will get back to them within 24 to 48 business hours

  • If M3 Not Approved:

    • Ask the customer if they have panels installed

    • Refer the customer to their installer by stating the following:

      • “Since the system has not yet been activated, you will need to speak with the installer to inform them about the home sale and provide the estimated closing date. Please note that we cannot facilitate the transfer until the project is completed.”

    • then Stop.

IF Account Servicing:

Expand
titleCLICK HERE

  • Requests for Home Sale Transfers coming from Account Servicing should be directed to the property transaction team

IF Escrow/Title Company:

Expand
titleCLICK HERE
Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#FFFFFF

If the customer mentions they’ve already spoken with Account Servicing but are still being transferred back to us, check if there is an open case being handled by the property transactions team

  • If a case is open:

    • tag the case owner

    • Add in notes the Customer’s contact information (Full Name and Email Address)

    • Then; inform the customer that we will get back to them within 24 to 48 business hours

  • If M3 Not Approved:

    • Explain to the customer that the Homeowner will need to contact their installer by stating the following:

      • “Since the system has not yet been activated, the homeowner will need to speak with the installer to inform them about the home sale and provide the estimated closing date. Please note that we cannot facilitate the transfer until the project is completed.”

    • then Stop.

Back-Office Support

Step

Action

1

  • Home Sale Transfer requests should be sent via Email to the Back Office Team from the Account Servicing Department

    • Once received, Proceed to step 2

2

  • Case Type:

    • Homeowner Support

  • Primary Reason:

    • System Transfer/UCC Terminations

  • Secondary Reason:

    • Home Sale - Post PTO

  • Case Status:

    • New

  • Case Source:

    • “Launch”

  • Case Description:

    • Date the request was received.

    • Customer Number/Contract ID.

    • New buyer’s contact information (name, phone number, email, address).

    • Realtor’s contact information (name, phone number, email).

    • Title or closing agent details.

    • Estimated closing date.

    • If the Request came from an Escrow Agent; include if they are authorized

      • Note: If the realtor or escrow info was included in the original Account Servicing Request, it means they’re already authorized to act on behalf of the homeowner for the Home Sale Transfer

image-20250106-154419.png

3

  • Then Go to Engine and log in as

    • Organization:

      • “Post-PTO Transfers”

    • User:

      • “Everbrightadmin@postptotransfers.com”

image-20250106-161427.png

4

  • Click on “New Lead” and search for the address included in the Case Description:

image-20250106-161744.png
image-20250106-161811.png
image-20250107-135840.png

5

  • Go to the “Contact” Phase

image-20250106-161852.png

6

  • Add the Buyer’s Information

    • (If there are two buyers then add both)

image-20250106-161946.png

Note

When transferring a property to an LLC, S Corporation , C Corporation, or Trust; The Following requirements must be met:

For LLC, S Corporporation and C Corporation:

  • A Director/Officer Must live in the property and be the agreement signer

  • The Director/Officer Must meet credit requirements

    • Required Documentation will be needed too:

      • Business Information Documents (Showing entity name and officers/directors)

      • Signature page of the Formation Documents

      • The documentation can be send at Launch@myeverbright.com

For Trust/Trustee:

  • The trustee Must live in the property and meet credit requirements

  • The trustee’s exact name Must be on the homeowner agreement

    • Required Documentation will be needed too:

      • Trust Document Pages (Showing the Trust Name, Trustees, and Date)

      • Signature page of the trust document

      • The documentation can be send at Launch@myeverbright.com

Once the requirements have been met you must continue with Step 7

7

  • Also add the Contract ID number as a Contact too by using the following format:

    • First Name:

      • “Contract ID number”

    • Last Name:

      • “Contract_id”

image-20250106-162412.png

8

  • Go to the “Qualification”
    Phase

  • Click on the “Actions” Dropdown menu and Run Pre-Qual

image-20250106-162723.png

Wait for the Credit Decision:

  • Allow time for the credit decision to be processed.

  • Follow up after 3 business days.

    • Contact the seller and the escrow agent/title agency for any necessary coordination or information.

9

  • Go to the following Home Sale Tracker (Click Here)

    • And complete the information for each column under the “Home Sales & Transfers” Sheet

image-20250106-163428.png

10

  • Did the Qualification Pass?

IF YES:

IF NOT:

  • Account Servicing will handle notifications, meaning they will inform the homeowner about the available options for proceeding with the Home Sale Transfer

Info

  • For RIC’s The only option is usually the Payoff, while for

  • PPAs, Either a Prepayment, an Exemption Fee or Payoff may apply

    • (Exemption fees and payoffs are limited to PPA 1.0)

Info

  • Account Servicing will send a letter indicating the account is paid in full (PIF) once complete

  • So Close the Case and Stop

...

Expand
titleCLICK HERE

Step

Action

1

  • Obtain a Copy of either PPA or RIC Agreement and the Most recent HO/NCCO (If Applicable)

2

  • Populate Assignment Assumption (A&A) form with required information

    • Merge the either PPA or RIC Agreement

Info

Proceed with the A&A process

3

  • Expect to receive the following back:

  • A&A Form with Seller(s) and Buyer(s) Signature(s)

    • (Account Servicing and Everbright receive notification through the Docusign Process)

  • Form from Account Servicing Via Macro Launch created in Zendesk including:

    • Original Homeowner’s Name

    • Buyer’s Contact Information

      • Name, Address, Phone Number, Email)

    • Contract ID

    • Effective Date/Closing Date

  • Once the Home Sale Transfer is completed by Launch, we will receive an email from them confirming the completion. (Which is the one created in Zendesk)

4

  • Locate the Seller’s Account in SalesForce from the Account Record

  • Click on the “Related” Tab

image-20250106-192114.png

  • Scroll down untill you see the “Related Contacts” Section

    • Then; Click on “New Contact”

      • Select; “Homeowner Contact” and click “Next”

image-20250106-192713.png
image-20250106-192921.png

  • Complete the following Fields:

    • Salutation

    • First Name

    • Middle Name (If applicable)

    • Last Name

    • Suffix (If Applicable)

    • Phone number

    • Email Address

    • Contact Category

      • Select the “Contract Signer” option from the “Available” Box and click on the right arrow to move it to the “Chosen” Box

Info

Make sure the “Contact is Active” Box is checked

  • Finally; click on “Save”

image-20250106-193556.png

5

image-20250117-181611.png

6

  • Then; You must access the following tracker (Click Here)

    • And fill out the following Columns with the correct information

  • Buyer's Name

  • Phone Number/Email Address

  • Seller Name

  • Address

  • Contract ID

  • Start Date (Date we received the original Home Transfer Request)

  • Credit Resolution (Pass, Failed, Prepayment, Exemption Fee etc)

  • Onboarded Date

  • External ID (From the Qualification)

7

  • Create the New Homeowner’s Account on the MyEverbright Portal

Panel
panelIconIdatlassian-warning
panelIcon:warning:
bgColor#FFFAE6

NOTE: This step will be completed weekly by the Property Transaction’s Team every Wednesday, handled by Nehemiah @ EverBright

  • Each week, Property Transaction will receive an updated Excel Spreadsheet in Sharepoint

  • This spreadsheet will reflect all approvals from the previous week, covering Monday to Friday

  • Locate the Account in MyEverbright portal by using the Contract ID number

image-20250106-184136.png

  • Scroll Down to the “Transfer or Archive an Account” Section and click on “Transfer Account”

image-20250106-184405.png

  • Then Click on “Yes, Create Homeowner”

image-20250106-184445.png

  • Add the New User Contact and Click “Next”

    • First Name

    • Last Name

    • Email

    • Phone number

image-20250106-184524.png

  • Add the Billing Address

    • Street Address 1

    • Streeet Address 2 (Optional)

    • City

    • State

    • Zip

  • then click “Next”

image-20250106-184610.png

Note

If there is a Co-Buyer, we must add them with the “Add Additional User” Option

image-20250106-184901.png

  • Once the Buyer and Co-Buyer (If Applicable) has been added; Click on “Transfer Account”

image-20250106-185214.png

8

  • Finally; follow the next steps based on the the following considerations:

IF PPA:

Info

  1. Create a Case Assignment for Operations & Maintenance (O&M) including the following:

  • Original Homeowner's Name

  • Buyer’s Contact information (Name, Address, Phone Number, Email)

  • Contract ID

  • Effective Date/Closing Date

  1. Then; Notify Omnidian:

  • Email Omnidian at “everbrightsupport@omnidian.com” by using the Quick Response titled as “Home Sale - Omnidian Notification”

  • Be Sure to include the Email from Launch confirming the completion

  1. Then Go to Step 9

IF RIC:

RIC 2.0

  • Create a Case Assignment for Operations and Maintenance (O&M)

    • Include the following:

      • Original’s Homeowner;s Name

      • Buyer’s Contact information (Name, Address, Phone Number, Email)

      • Contract ID

      • Effective Date/Closing Date

  • Then Go to Step 9

Panel
panelIconIdatlassian-note
panelIcon:note:
bgColor#FFEBE6

RIC 1.0

  • Homeowner should contact the Inverter’s Manufacturer for Monitoring Setup

    • Provide the proper Manufacturer’s Contact Information to the New Homeowner (Click Here)

  • Then Go to Step 9

9

  • Once all steps have been completed

    • Close the SalesForce Case