Versions Compared

Version Old Version 10 New Version Current
Changes made by

Sarah Jane Salvatierra

Rafael Gonzalez

Saved on

Key

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

The following video can be shared with installers/reps/homeowners who need assistance and understanding the DocuSign ID Authentication process (Click Here)

Background: Starting November 1, 2024, the process for homeowner identification verification during contract signing will change to require ID verification via DocuSign instead of using LexisNexis knowledgebase questions.

...

Info

The following video can be shared with installers, Sales reps or Homeowners who need assistance and understanding the DocuSign ID Authentication process (Click Here)

...

Process Overview

first last Name Matching Samples

Step

Action

1

  • Once the contract is sent, the homeowner will receive an email from DocuSign containing a link to access the contract

The email will include a button or link that says "Review Documents".

2

  • Homeowner must click on “Review Documents”

image-20241023-123645.png

3

  • The contract document will begin to load

However; before accessing the contract, the homeowner will need to verify their identity with a government-issued ID.

4

  • A prompt will appear, asking the homeowner to select the type of ID they want to use for verification.

Note

ID Verification: Exemption for Suffixes in Names

Notification to Installers:Please be advised to If you are talking with the Installer or Sales Rep:

  • Advice them that they should use only the first and last name as they appear on the ID when completing the contract.

    • Do

not

    • NOT include any

suffixes

    • Suffixes in the contract

.

Docusign does NOT recognize suffixes on IDs

  • Deal Processing will no longer request NCCOs to add suffixes to the contract

.

  • , However, we will ensure that

the individual named

  • the same person match with the

    • Exact Name in the contract

, ID, credit application, and title are the same person.Note: DocuSign does not recognize suffixes on IDs.

    • ID

    • Credit Application & Title

5

  • The homeowner will:

  1. Click the Next button.

  2. Choose the type of ID they will use

  3. Select the country where the ID was issued (e.g., United States).

note
Info

For U.S. homeowners, accepted IDs include:

  • Driver’s licenses

  • State ID cards and

  • Passports.

For international homeowners:

  • Passports are the only accepted form of ID in most countries.

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#F4F5F7

It is important to verify that the

First and

Last name on the ID matches the name on the contract. Any mismatch will cause the verification to fail.

Expand
title

DocuSign will compare the first name on the ID with the first name field on the contract, and similarly, it will compare the last name on the ID with the last name field on the contract.

image-20241105-191021.pngImage Modifiedimage-20241105-191116.pngImage Modified

5

6

  • The homeowner will be prompted to review and agree to DocuSign's privacy policies and terms and conditions.

  • Then click “I Agree” to continue

6

7

  • Homeowners will be asked to enter their phone number to receive an SMS text message with a link to upload their ID.

They can also scan a QR code displayed on the screen, which will direct them to the ID submission page.

7

8

  • Once the homeowner clicks the link from the SMS or scans the QR code, a new page will load on their phone.

  • The browser will ask for permission to allow camera access.

    • The homeowner should click Allow.

8

9

  • The phone's camera will open, and the homeowner will:

Info

  1. Align the ID in the camera frame

  2. Scan the front of the ID.

  3. Then scan the back of the ID.

DocuSign will then verify the ID. This may take a couple of minutes.

  1. Once the ID is verified, the contract will automatically load in the original browser window on their computer or mobile device.

9

10

  • After ID verification is complete, the homeowner will proceed to sign and initial the contract as normal using the DocuSign interface.

    • Once all required fields are filled and the document is signed, the process is complete.

The homeowner has four attempts to successfully pass
Note

NOTE:

  • Please be aware that the Homeowner will only have 4 attempts to passed the ID verification

.

  • If the ID verification fails all four times for any signer, the contract will be blocked and cannot proceed.

    • A new contract will need to be generated and sent if this happens.

  • The customer does not get a warning for the KBA failures.  EverBright is not notified either that the customer failed.

...

  • they failed 4 times a Manual Review will be conducted to determine if verification will be passed or rejected

Common Reason for ID Rejection:

  • Legibility Issues/unreadable

  • Shadow cast on the ID obscured key information

...

  • Excess lighting that may cause reflections

  • The entire ID is not

...

  • captured in the image

  • Ensure there are no additional objects in the photo, as this could make the photo appear tampered with and lead to rejection.

Click Here for Instructions on How to proceed if the Homeowner have failed 4 ID Verification Attempts

...

How to proceed if the Homeowner have failed 4 ID Verification Attempts:

Step

Action

1

2

  • Search for any notes related to the Manual ID Verification Review in the Engine Milestone Feed in M1

image-20250214-204704.pngImage Added
image-20250214-214339.pngImage Added

3

  • Are there Manual Review Notes?

IF YES:

  • Check if it has been approved or rejected

  • If Approved:

    • The customer should be able to proceed with signing

  • If Rejected:

    • Explain that the Manual Review was rejected and that in order to continue, a new contract will need to be generated. Also Provide guidance on how to avoid future ID verification failures

IF NOT:

4

  • If there are no Manual Review Notes; we will need to access Docusign and check Document History

  • Log in to Docusign by using your credentials

(Click Here)

  • Click “Manage” in the Top Banner

Image Added

  • Select “Shared Access”

Image Added

  • Locate the Shared Envelopes (LEGACY) section and

    • Click “Select User”

Image Added

  • Choose the “Everbright Financing” Option and click “Select”

Image Added

  • Click “Sent” from the left menu

Image Added

  • Use the search bar to find the homeowner’s name and email

    • (This will display the documents sent to this homeowner via DocuSign)

image-20250213-194935.pngImage Added

  • Locate the contract they are trying to sign and at the end of the document, open the dropdown menu and select “History”

    • (This will show the Authentication History, including the number of failed attempts)

image-20250213-195055.pngImage Added

5

  • Once you have reviewed the Failure History proceed based on the findings:

image-20250213-200745.pngImage Added

IF the customer has LESS THAN 4 Failed attempts:

  • Inform the customer of how many attempts they have made and how many they have remaining before reaching 4 Failed attempts

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#FFFFFF

Provide recommendations on possible causes of failure in the ID verification Process based on this SOP

IF the customer has EXACTLY 4 Failed attempts:

  • Check if a Manual Review Has been Processed?

image-20250213-200915.pngImage Added

  • Manual Review Has been performed?

  • IF YES:

    • Confirm whether it was approved or rejected

      • If Approved:

        • The customer should be able to proceed with signing

      • If Rejected:

        • Explain that the Manual Review was rejected and that in order to continue, a new contract will need to be generated. Also Provide guidance on how to avoide future ID verification failures

          image-20250213-201041.pngImage Added

  • IF NOT:

    • Verify the Date of the 4th Failed Attempt

If LESS than 2 business days ago:

  • Inform the customer that a Manual review will be conducted, which should take approximately 2 Business days. The result of this review will determine whether it is approved or rejected

If MORE than 2 Business Days ago:

  • If NO manual review has been conducted yet; the agent should create a Case & Case Assignment to Compliance

Panel
panelIconIdatlassian-note
panelIcon:note:
bgColor#FFFAE6

  • You Must Explain in the Case that 4 attempts have already failed, but no manual review was done within 2 business days after the 4th attempt

Panel
panelIconIdatlassian-note
panelIcon:note:
bgColor#FFFAE6

  • Compliance will then handle the Manual Review. Once completed, they will notify Deal Processing of the decision

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#FFFFFF

If the Attempt is rejected, they will include the reason in Engine

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#FFFFFF

Compliance will also update the Case with the resolution (Allowing the agent to finally Close the Case)

...

Important Notes:

For any

...

Change Orders after the initial contract signing, the

...

Homeowner will need to answer personal history questions (LexisNexis

...

Knowledgebase questions) to re-verify their identity)

...

  • If the

...

  • Homeowner fails to answer the LexisNexis

...

  • Knowledge-based

...

  • Authentication (KBA) questions

...

  • , The Sales Rep/Installer can resend the Change Order Document

  • The Homeowner will have up to 4 attempts to answer the KBA

...

  • Questions

    • If they

...

    • Failed all 4 attempts,

...

    • The installer must resend the ICO/HCO or NCCO

...

  • The KBA

...

  • Questions are generated randomly based on the

...

  • homeowner’s information

...

Warning

  • ID verification will

...

  • NOT be required for change orders.

Warning

  • Homeowners will

...

  • NO longer have the option to upload a photo ID for change orders.

...

Supporting Video Material

...

...