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Rafael Gonzalez

Rafael Gonzalez

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Background: Support might receive interactions coming from Installers asking for the removal of Liens placed by EverBright to the Installers

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Step

Action

1

  • Respond promptly and professionally, informing the Installer that we will investigate and get back to them shortly.

Let them know we will be sending an email requesting a Copy of the Lien. and all they need to do is reply with the attached copy

  • Mention that if we don’t receive the requested lien copy within 2 business days. The case may be closed and they will need to contact us again to create a new case

2

  • Send an Email to the Installer by using the quick response named as “To Request Installer Lien“

3

  • Then; you must Create a Case in Salesforce from the Installer’s Account Record with the following details:

Info

Contact Name:

  • Installer’s Name contacting us

Primary Reason:

  • Account Management

Secondary Reason:

  • Other

Case Description:

  • Provide a brief summary of the interaction with the Installer (Include a note stating that an email has been sent requesting the copy of the lien)

Case Source:

  • Incoming Interaction Channel (Phone, Chat, Email)

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Note

NOTE: If you do not receive the requested Lien Copy within 2 Business days, Close the Case and note that no response was received and then Stop

  • If you do receive it within the 2 Business Days then Go to Step 4

4

  • Once the Installer provides the requested Lien Copy reply to the Installer by using the Quick Response named as “Installer Lien Received”

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If you are a Back Office Agent Receiving this Email response and you are NOT the Original Agent, please remember the following:

  • Go to the “Directory” tab in DFO and search for the required agent

IF the system shows the Original Agent as Available (🟢) or Busy (🟡):

  • Transfer the Email to the Original Agent

IF the system shows the Original Agent as Unavailable (🔴) or Logged Out (🔘):

  • Handle the Email Yourself by replying with the Quick Response named as “Installer Lien Received” and then (Go to Step 5)

5

  • Then; Upload the Lien Copy to the “Files” section in the case for proper documentation

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6

  • Forward the Email with the Lien Copy provided via CXone for further review to:

    • (ashlee.stutler@goeverbright.com) &

    • (kristina.nixon@goeverbright.com)

7

  • After sending the Email with the Lien Copy to Ashlee and Kristina and Uploading it to the Case Close the Case

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