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.

Process:

...

Front-Line Agent:

Go to Step 2

IF Account Servicing:

Go to Step

Step

Action

1

Is Home Sale Transfer Request Coming from the Homeowner or Account Servicing

Authenticate the Customer based on the Customer Authentication Policy
- Then go to step 2

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

title	CLICK HERE

If M3 Approved:
- Warm Transfer to Account Servicing (if phone) or provide Account Servicing Contact information (If chat or Email) and Stop

Panel

panelIconId	atlassian-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

title	CLICK HERE

Requests for Home Sale Transfers coming from Account Servicing should be directed to the property transaction team
- You can then guide them to send the request to (Launch@Goeverbright.com)
- Then; Stop

IF Escrow/Title Company:

Expand

title	CLICK HERE

If M3 Approved:
- Warm Transfer to Account Servicing (if phone) or provide Account Servicing Contact information (If Chat or Email) and Stop

Panel

panelIconId	atlassian-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

Go to the Seller’s Account Record in Salesforce and Create a New Case

Case Type:
- Homeowner Support
Primary Reason:
- System Transfer/UCC Terminations
Secondary Reason:
- Home Sale - Post PTO
Case Status:
- New
Case Source

: IF request is coming from Account Servicing

:
- “Launch”

IF request is coming from Homeowner:

Select the Appropriate Incoming Channel (Chat, Phone, Email)

Once Front-Line Support Create the Case; Back Office - Property Transaction’s Team will receive it

Verify all the Information provided in the Case is correct and completed

Step	Action
1	2	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.

Image Removed

3

Once the Case is created, Unassign from yourself and assign to the Queue named as “Property Transaction”
- Then; Stop

Image Removed

Back-Office Support

If Payoff is requested:

Account Servicing will follow internal process

Contract Transfer wont be required

No $350 Administrative Fee will be charged

about the available options for proceeding with the Home Sale Transfer

- 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 Added

3

Then Go to Engine and log in as
- Organization:
  - “Post-PTO Transfers”
- User:
  - “Everbrightadmin@postptotransfers.com”

Image RemovedImage Added

3

4

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

4

5

Go to the “Contact” Phase

5

6

Add the Buyer’s Information
- (If there are two buyers then add both)

6

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:
  - Full Business Information Documents (All Pages) (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:
  - Full Trust Documentation (All Pages)
  - 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”

7

8

Go to the “Qualification”
Phase
Click on the “Actions” Dropdown menu and Run Pre-Qual

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.

8

9

Go to the following Home Sale Tracker (Click Here)
- And complete the information for each column under the “Home Sales & Transfers” Sheet

9

10

Did the Qualification Pass?

IF YES:

IF RIC

:

Go to
“Home
“Home Sale Transfer -
Quaification Passed for RIC”
IF PPA:
Go to “Home Sale Transfer -
Qualification Passed
for PPA”
”

IF NOT:

Go to Step 10

10

If the Qualification Did Not Pass:

FOR RIC:

Inform Account Servicing to Notify will handle notifications, meaning they will inform the homeowner that Payoff is the only option to proceed with the home sale transfer

Info

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

Then Notify the Seller and Escrow Officer/Title Agent (Follow up within 3 days before closing)
- Finally; Close the Case and Stop

FOR PPA:

Inform Account Servicing to notify the Homeowner that if stated in the PPA Agreement:
- The customer can pay an Exemption Fee
  - Otherwise; They will have to prepay the amount to transfer
- They Can also Payoff (If stated in their Agreement)

Then; Notify the Seller and Escrow Officer/Title Agent (Follow up within 3 days before closing)
Finally;
So Close the Case and Stop

...

Home Sale Transfer -

...

Qualification Passed

...

CLICK HERE
Expand
title CLICK HERE
Expand
title
you received both forms;
Create the New Homeowner Account on MyEverbright Portal
Locate the Account in MyEverbright portal by using the Contract ID number
Image Removed
Image Removed
Image Removed
Image Removed
Image Removed
As soon as you receive the Account Servicing’s Email confirmation you must access the following tracker (Click Here)
And fill out each field in the columns with the correct information
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
A&A Drafting Process (INTERNAL ONLY)
A&A Approval Process (INTERNAL)
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
4
Once
5
Scroll Down to the “Transfer or Archive an Account” Section and click on “Transfer Account”
6
Then Click on “Yes, Create Homeowner”
7
Add the New User Contact and Click “Next”
First Name
Last Name
Email
Phone number
8
Add the Billing Address
Street Address 1
Streeet Address 2 (Optional)
City
State
Zip
then click “Next”
Note
If there is a Co-Buyer, we must add them with the “Add Additional User” Option
Image Removed
9
Once the Buyer and Co-Buyer (If Applicable) has been added; Click on “Transfer Account”
Image Removed
10
Now that the Buyer has been added in MyEverbright portal we will need to add them into SalesForce
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)
Then go to Step 4
4
Locate the Seller’s Account in SalesForce from the Account Record
Click on the “Related” Tab
Scroll down untill you see the “Related Contacts” Section
Then; Click on “New Contact”
Select; “Homeowner Contact” and click “Next” “Next”
Image Removed
Image Added
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”
5
By Following the “Special Account & Contract Conditions” SOP
Go to the “Contract” and add the Special Contract Alert Condition as “Homeowner Transfer - Home Sale”
11
Once the Home Sale is completedw and confirmed by Launch we will receive an email confirmation coming from Launch.
then we need to forward that email to Marti , he will include it in a specific tracker
property transaction will create a CA for O&M providing the following data on the right hand side box
From the Original Case tag
Marti Ranea
Include in the Case Assignment the following:
Original’s Homeowner’s
Image Added
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
panelIconId atlassian-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 Added
Scroll Down to the “Transfer or Archive an Account” Section and click on “Transfer Account”
Image Added
Then Click on “Yes, Create Homeowner”
Image Added
Add the New User Contact and Click “Next”
First Name
Last Name
Email
Phone number
Image Added
Add the Billing Address
Street Address 1
Streeet Address 2 (Optional)
City
State
Zip
then click “Next”
Image Added
Note
If there is a Co-Buyer, we must add them with the “Add Additional User” Option
Image Added
Once the Buyer and Co-Buyer (If Applicable) has been added; Click on “Transfer Account”
Image Added
8
Finally; follow the next steps based on the the following considerations:
IF PPA:
Info
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
NOTE: Send these Information to
Then; Notify Omnidian:
Email Omnidian at “everbrightsupport@omnidian.com”
12
Enter screenshot of the tracker view here
13
Then follow the next steps based on the type of RIC:
IF
by using the Quick Response titled as “Home Sale - Omnidian Notification”
Be Sure to include the Email from Launch confirming the completion
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 14
IF
9
Panel
panelIconId atlassian-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
14
9
14
9
Once all steps have been completed,
Close the SalesForce Case

Version	Old Version 1	New Version Current
Changes made by	Rafael Gonzalez	Rafael Gonzalez
Saved on	Jan 07, 2025	Jan 27, 2025

Versions Compared

Key

Process:

Front-Line Agent:

1