Background:
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| Note |
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We cannot process a payoff request coming from an installer. If an installer requests a payoff for a homeowner, advise them that the homeowner would either need to call our account servicing department directly to request the payoff quote or provide a request in writing |
Payoff Request as an Email/Ticket
If the request comes from the homeowner or title company to support as an email, create a linked ticket and reply to Account Services to request a payoff quote:
'Hello“Hello,
We received a request for a payoff quote for [customer name and address]. Once we receive the quote, we will pass it along to our internal team for approvalPlease provide us with a copy for our records and proceed accordingly.
Regards,'”
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EBH
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Ticket: Account Servicing
Update the ticket subject to “Payoff Quote - [customer name]”
Description: Job Address
Update the request type to ‘Payoff Request'
Reporter: Account Servicing
If the request comes directly from Account Services with a pay-off statement:
Pay-off Quote (ticket) will be sent to support for review:
Account services will email a copy of the pay-off letter to support. Pay-off Letter example:
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Send for review and approval:
Take a screenshot of Payoff quote and attach it to the Jira ticket
Send an Email to Herve.Woods@goeverbright.com and request a review of the account through Account Services (GA Service Zone):
Provide a link to the open ticket
Herve' will update the ticket with the following information and send the request:
account start date
payment history
Update the ‘Request Participants’ field to: DL-EverBright-Pricing_Analytics@nexteraenergy.com , Account Services and Laura.Miller@nexteraenergy.com
Select ‘reply to customer’ and send the following note to the pricing department:
“++Pricing and Laura Miller for approval
Hello,
Account Services is seeking approval for the attached pay-off quote. Please review and reply all with approval or denial of the payoff quote”
Follow up on the status of the approval daily
Once pricing approves the pay-off amount, support will reply to Account Services and the ticket can be closed:
“Account Services,
The payoff for [customer name and address] has been internally reviewed and approved. Please reach out to [customer name] and provide the payoff quote.
Regards,”EBH Ticket: Customer Response
Update the ticket subject to “Payoff Quote - [customer name]”
Description: Job Address
Update the request type to ‘Payoff Request'
Reporter: Customer Email
“Hello [Customer Name],
We received your request for a payoff quote for home address [Home Address]. One of our team members will reach out to you with further details. Feel free to reach out to us should you have any questions or concerns.
Regards,
[Agent Name]”
Close tickets.
Payoff Request as a Phone Call
If the request comes from the homeowner as a phone call, create a ticket and transfer their call to Account Servicing.
“Hello,
We will now transfer you to our Account Servicing department to further assist you with this inquiry.
Thank you.”
EBH Ticket: Customer Response
Update the ticket subject to “Payoff Quote - [customer name]”
Description: Job Address
Update the request type to ‘Payoff Request'
Reporter: Customer Email
“Hello [Customer Name],
Thank you for reaching out to us in regard to your payoff request inquiry. Should you need to reach out to the Account Servicing department directly, please call us at 877-425-5201 for Billing and Account Management: Weekdays 5:00 am – 5:00 pm PST.
Regards,”
Close Ticket