Content Comparison

1

• Authenticate the customer and gather the following information:

1. Name

2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

3. Property address

4. Reason of call

and proceed toStep 2

2

• Using the following table, has M3 been approved? How to verify if M3 has been approved

IF:

THEN:

M3 has been approved

Go to Step 3

M3 has NOT been approved

Go to Step 4

3

• Using the following table for scripting or response based on contact method:

• Phone call or chat

Home Sale/Transfer & Refinance/UCC Filing:

1. Fill out Customer Support Home Sale+Refinance Tracker with the following information:

   1. Type of Request: Sale or Refinance

   2. Request Date

   3. Contact ID

   4. HO Name

   5. Email Address

   6. Job Link

   7. Product Type (RIC or PPA)

   8. State

2. Follow process for Transferring calls to Launch/Account Servicing.

3. Enter disposition notations with billing disposition notations and Stop.

• Email

Home Sale/Transfer & Refinance/UCC Filing:

1. Fill out Customer Support Home Sale+Refinance Tracker with the following information:

   1. Type of Request: Sale or Refinance

   2. Request Date

   3. Contact ID

   4. HO Name

   5. Email Address

   6. Job Link

   7. Product Type (RIC or PPA)

   8. State

2. Change reporter to clientservices@launchservicing.com.

3. Close ticket once Account Servicing confirms receipt.

UCC Filing/PUC Filing:

1. Warm Transfer to Account Servicing (if phone) or provide Account Servicing Contact information (If chat or Email) and Stop

• Email

UCC Filing/PUC Filing:

1. Forward email to clientservices@launchservicing.com

4

• Using the following table for scripting or response based on transaction request:

Home Sale/Transfer

Refinance/UCC Filing

M1

UCC Filing/PUC Filing

1. Create a Case

   • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

2. Request type

   • System Transfer - Refinance

3. Ensure to have all the following information:

   • Homeowner name

   • Full property address

   • Phone number

   • Email address

1. Change the

1. case owner to Brian Embry or Nehemiah @ EverBright

2. Enter disposition notations with billing disposition notations and Stop.

M2 or M3

1. Ask the customer, “Do you have panels installed?”

2. Refer customer to their installer: “Since your system has not been activated, you would need to speak with your installer. Let them know that you are selling your home and give them your estimated closing date.”

3. Enter disposition notations with billing disposition notations and Stop.

UCC filing termination prior to the conversion to Account Servicing

• Create case in Salesforce and assign to Nehemiah @ EverBright

  • Request Type

    • System Transfer - Refinance

General Information/Inquiry

• A UCC

• Filing is

• placed on the solar system, not the home itself.

• When a homeowner wants to refinance their home, they need to have the

• filing removed.

• Filing removal requests can only be processed if they come from the homeowner or the title company

• with a letter of representation.

• EverBright files the UCC

• after M2 completion.

• Homeowners should never be billed for the UCC filing fee. Lien Solutions (a ‘contracted entity under

• EverBright/Account Servicing’) files all of the UCC filings with the state and local agencies on EverBright’s behalf.

UCC

Filing Removal Fee Requests

• In the event that Account Servicing or the homeowner makes an inquiry about waiving UCC Fees:

Hello,

We are not able to waive the $350 fee associated with the removal of the UCC

filing due to the county and processor charging a fee for administering UCC

filings.

Thank you,

[Agent Name]

UCC Filing Fee solicitation

• If a homeowner receives a bill regarding the UCC fee and registration, it is most likely a third-party solicitation and should be marked as such.

• If it is not marked, follow the steps below:

1. Ask the homeowner to send a photo of the letter to support@myeverbright.com.

2. The agent will review the ticket with

1. Eric Suarez to determine if further action is necessary. If determined to be a solicitation, reply to the homeowner:

Hello (homeowner name),

As indicated in the document, this is a third-party solicitation. You are not required to use their services and may disregard this notice.

Regards,
(agent name) 

Example of a UCC fee request:

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• If a homeowner contacts EverBright support requesting a copy of their UCC Filing, the agent should direct the homeowner to Account Servicing.

How to handle Payoff Request copies from Account Servicing

Account Servicing will provide us with Payoff Request copies that were requested by the homeowner. These copies are only for record keeping.

How to Process the Ticket

EBH Ticket: Account Servicing

• Update the ticket subject to “Payoff Copy- [customer name]”

• Description: Job Address

• Update the request type to ‘Payoff Request'

• Reporter: clientservices@launchservicing.com

No response is needed.

Close the ticket.

Payoff Request as an Email/Ticket

The homeowner wishes to pay off their existing account balance on their solar system. The request can either come from the homeowner requesting a payoff quote or a payoff quote can come directly from Account Services (if the homeowner contacted account servicing directly to obtain the quote).

There is no penalty if a homeowner wishes to pay off the existing balance on the solar system early. An early pay-off would include only interest accrued to the point of payoff.