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PURPOSE
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: Homeowners may experience hardship on which they may ask for payment deferment.
Payment deferments deferment inquiries that fall under the categories below will require approval from a Customer Support Manager.
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Natural disasters
Housefire
Plagues
Extended Installation Timelines
| Note |
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These are the ONLY hardships EverBright will consider deferring. Anything outside of the above list is ineligible for deferment. |
If a homeowner is requesting a payment deferment up to 3 months, tag a resolution specialist using Resolution (Nehemiah @ EverBright Berenice Peralta Eric Suarez)
Please notate all permanent information and reason for deferment from the homeowner, provide it to the resolution specialist, and reply to the customer:
Thank you for the information. We have notated your concerns and will review them accordingly. We will contact you as soon as possible.
Homeowner Ticket - EBH Queue
Summary: Homeowner Concern – [Homeowner Name]
Description: Homeowner Name and Job Address – and summary of their concern
Request Type: Billing and Payments
Reporter: The homeowner’s Email address
Organization: installer name
Internal Comment: Homeowner’s Phone number and Email address + Permanent information and reason for deferment.
Reply to Customer:
Hello [Customer Name].
The resolution specialist will:
Add the homeowner to the escalated comms spreadsheet.
Tag Cassandra Mercado or Sabin Abad (Unlicensed) for further review.
If approved by the supervisor, the resolution specialist should tag Risk Management Alexis Simmons
Risk Management will respond, if approved or denied.
If approved, the agent should reply:
Hello (homeowner name),
The review of your payment deferment request has been completed and approved. You will receive a one-time payment deferment.
Thank you.
If not approved, the agent should reply:
Hello (homeowner name),
The review of your payment deferment request has been completed, and we regret to inform you that your request has not been approved. We apologize for any inconvenience this may have caused.
If a homeowner is requesting a payment deferment for more than 3 months, the request cannot be approved.
The agent should reply:
Hello (customer name),
We have notated your concerns and request for payment deferement. We will review the information provided and will contact you as soon possible.
Regards,
[Agent’s Name]
Before closing the ticket
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Inform directly to the Customer Support Manager via slack for approval. Provide ticket number and Engine UUID for the job. Do not share accross channels.
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Reply back to homeowner with manager’s review.
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deferment. Unfortunately, we are unable to approve your request.