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Background

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Support receives a request that a customer needs a release of UCC lien so that they can refinance their home (also called subordination). A UCC lien is a lien that is placed on the solar system, not the home itself. When a homeowner wants to refinance their home, they need to have the lien removed. The customer should be referred to account servicing. Account servicing will notify the homeowner that there is a fee for this service. Account servicing will remove the lien, complete the refinance and put the lien back on the system.Agents can either transfer the call to Account Servicing (319-734-4951) or create a ticket to put the homeowner in contact with Account Servicing Lien removal requests can only be processed if they come from the homeowner or the title company.

If a request for lien removal is received

EverBright files the UCC lien after M2 completion. The lien may be placed before the booking file is sent to Account Servicing in which case they will indicate that they have no record of the lien. Navigate to the job in engine to confirm that the customer has reached PTO. If YES, proceed with processing the request per the instructions below.

If the customer has not reached PTO AND they have a PPA or RIC 2.0, the lien may have been filed before Account Servicing has a record of the account. In these cases, the installation has been complete (M2 approved), but the Inservice Date and GreatAmerica Final Acceptance Transfer tasks have not been completed:

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In these cases, EB will need to contact the property transactions department at Account Servicing to request the lien

Create a linked EBH ticket

• Request Type - Account Management

• Reporter - PropertyTransactions@accountservicing.com

• Request Participants - Amanda McCreedy - AMcCreedy@accountservicing.com

Reply as follows:

Account Servicing,

We received the below request from [requestor information] who is facilitating the re-finance of one of our homeowners who has not had their account established at Account Servicing yet. Please remove the UCC filing and then track for the re-filing once the closing has happened.  We will also need to ensure the homeowner is invoiced for the re-filing.

Please let us know if you require additional information.

Add the homeowner’s information from the original request:

• Homeowners full name

• Property address

• Contract ID

• Homeowner’s email

Once Account Servicing replies, proceed below.

If the homeowner submits the request

Create or Update the EBH ticket

• Request Type - LoanAccount Management

• Request Participant - Homeowner’s email

Reply to the customer:

“HelloHello,

We have received your request and will proceed accordingly. [homeowner name] will receive an email with the next steps from our Account Servicing team. Our Account Servicing team will require the below information from [Homeowner Name], please have the information available when requested. Please complete the attached Consent to Disclose form. This will allow your title company to communicate directly with Account Servicing. Email the following to Account Servicing at propertytransactions@accountservicing.com:

1. Escrow Officer’s Name and Contact Information:

2. Homeowner Name(s), Phone Number(s), Email(s):

3. Close of Escrow Date:

4. “Consent Completed Consent to Disclose” Disclose form signed by the homeowner

5. A transaction payment of $350 for termination and filing costs associated with the UCC fixture filing, see attached payment options
   

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The account must be current before moving forward. Please make sure to check your inbox and/or junk inbox from folder for an email from our Account Servicing. Additional , as additional information may be requested or informed by our team. Please let me know if there is anything else we can do for you in the meantime. If you have any questions, call Account Servicing at (877) 425-5201 Option 1.

Please reply and confirm receipt of these instructions and the attached documents.

Regards,

[Agent’s Name]”

Create a linked EBH ticket:

Gather

• Attach the following

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• Full Name

• Contract ID (Located on initial welcome letter)

• System address

• Brief Description of the problem (i.e. release of lien, subordination, home equity line of credit etc.)

• Email and phone number

Create a ticket:

• Reporter - propertytransactions@accountservicing.com

• Organization - AccountServicing

• Request Type - Account Management

Select “reply to the customer” include all information gathered above and advise the homeowner is looking to refinance their home.

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• PDF files to the email before sending:

• Once the homeowner confirms receipt of the email and attachments, the ticket can be closed.

If the title/escrow company or installer submits the request

• Reply to the requestor:

  • Request Type - Account Management

Thank you for your request. If a customer record exists for the request, we will provide them with the required documentation to complete the transaction. In order to streamline communication, we will close this ticket as resolved and communicate directly with the customer.

• Close the ticket as resolved.

• Create a linked ticket, reply to the homeowner and attach the required documents.

  • Request Type - Account Management

  • Request Participant - Homeowner’s email

Hello,

Please be advised that [customer name ] is of escrow/title company/installer] has indicated that you are in the process of refinancing their your home and needs need a release of the UCC lien. Below is the information for the account:

[Insert information from above]

Please kindly reply to this email and notify us when contact with the customer has been made and the process is complete.

Thank you,”

• Account Services will reach out to the Homeowner to address the request one time only. Account Servicing does not keep contacting the homeowner.

• Support will request confirmation that contact has been made and will keep checking on the status periodically for resolution.

• If the homeowner has not received an email from Account Servicing within one business day, then proceed to reach out to Account Servicing informing them that the homeowner has not received an email from their end after the homeowner confirmed checking both inbox and junk mail.

• The ticket can only be closed if there is confirmation that contact from the third party was successful and the process is complete (This is irrespective of the length of time for the refinance).

Closing the Tickets

Tickets can be closed once both parties have confirmed that the request has been completed or if no response from the title company or homeowner after 3 email outreach attempts after the escrow closing datePlease complete the attached Consent to Disclose form. This will allow your title company to communicate directly with Account Servicing. Email the following to Account Servicing at propertytransactions@accountservicing.com:

1. Escrow Officer’s Name and Contact Information

2. Close of Escrow Date

3. Completed Consent to Disclose form

The account must be current before moving forward. Please make sure to check your inbox and/or junk folder for an email from Account Servicing, as additional information may be requested by our team. If you have any questions, call Account Servicing at (877) 425-5201 Option 1.

Please reply and confirm receipt of these instructions and the attached documents.

Regards,

[Agent’s Name]

• Once the homeowner confirms receipt of the email and attachments, the ticket can be closed.

UCC Lien Removal Fee Requests

In the event that Account Servicing or the homeowner inquires makes an inquiry about waiving UCC Fees.

“HelloHello,

We are not able to waive the $350 fee associated with the removal of the UCC lien. This is due to the fact that the county and processor charge a fee for administering UCC liens.

Please let me know if you have any questions.

Thank you,

[Agent Name]”