Versions Compared

Version Old Version 9 New Version 10
Changes made by

Rafael Gonzalez

Rafael Gonzalez

Saved on

Key

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

Background: EverBright partnered with CED/Concert/Beam to offer RIC Products to customers using their platform (Beam).

...

Panel
panelIconIdatlassian-warning
panelIcon:warning:
bgColor#FFFFFF

Risk will NOT reach out to Homeowners directly.

...

Step

Action

1

Panel
panelIconIdatlassian-warning
panelIcon:warning:
bgColor#EAE6FF

If you need instructions on how to verify the type of customer (Click Here)

Info

For EverBright Homeowners:

  • Name

  • Phone Number

  • Email

  • Sales Rep Email

  • Address, and

  • Contract ID

For Concert/Beam Homeowners:

  • Name

  • Email

  • Address

  • Beam Customer Phone Number

  • Beam Contract ID.

2

  • What type of customer is it?

IF Beam/Concert Customer:

  • Go to Step 3

EverBright’s Customer:

  • Go to Step 4

4

  • For Beam/Concert customers proceed with the following actions based on the main concern

Job Status

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

Use thePower BI Homeowner Dashboard to verify the customer’s job status.

Escalation from Concert Customer Support

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

Follow the SOP for handling escalations: "When and How to Escalate Complaints and Sensitive Concerns."

Unresponsive Installer

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

Refer to the SOP for handling situations where an installer is unresponsive: "When and How to escalate Installer Complaints”

Concert/Beam Products

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

For information on Concert Level Pay and Concert 12-3 Flex, refer to the SOP on payments: "Payments and Amortization of EverBright Products."

Billing & Payments

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

For billing issues, refer to the SOP: "Transferring Calls to Launch/Account Servicing."

Maintenance, Repairs and Damages

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

For system outages, repairs, or maintenance issues, refer to the SOP: "Customer System Maintenance/Monitoring/Access Troubleshooting."

5

  • Was the Caller’s Concern Resolved?

IF YES:

  • Enter Disposition notes and Stop

IF NOT:

  • Follow the appropriate SOP based on their additional concerns

...