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Process_Overview
Process_Overview
Handled By: Resolution Specialists

Background: There may be instances where a homeowner’s concern requires escalation to EverBright’s Compliance team.

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If you need to follow up on a Case Assignment that is being handled by the Compliance department, you can tag the following people in the chatter for a quick response:

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Process Overview

STEP

ACTION

1

  • Does the

customer’s
Collect and consolidate as much information/proof as possible
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Important: When communicating with the homeowner, simply share in their frustration without apologizing or accepting/deferring any blame and explain we will attempt to investigate their concern.

2

Seek approval to notify Compliance:

Internal Comment:
Provide

    • , provide a brief overview of actions taken during your investigation

Note

    • , note any relevant findings

/discoveries (e.g., reviewed WC, etc.)If provided, provide

    • and discoveries, share the installer’s comment/perspective on the matter, and, if provided by the homeowner, any proof/documentation shared

  • Request approval to involve Compliance

  • Tag (@): Cassandra Mercado, Sabin Abad

  • If false/unfair/deceptive trade practice by an installer, Label: “Promises”

  • Go to Step 3

    • 3

    • Was approval received by a Team Supervisor?

      • If yes,

        • Update the EBH ticket status to: “Waiting on Compliance”

        • Go to Step 4

      • If no, follow appropriate process(es) and Stop

    Info

    Note: Updating the EBH ticket status will create a duplicate, linked POLICY ticket in a separate project: EB Compliance. This will allow you to facilitate conversation internally with the Compliance team. When customer interaction is necessary, it would be done via the original Support ticket.

    4

  • Locate the linked POLICY ticket created

    • Update the ticket:

  • Reporter: Aileen Kozlowski

  • Request Participants: Steven Edwards, Christopher Strain, Cassandra Mercado, Sabin Abad, and, if false/unfair/deceptive trade practice by an installer, the installer’s Account Manager

  • Ticket Status: “Waiting on Compliance”

    • Comment:

    3

    • From the related tab on the case, download and attach any required documents (e.g., welcome call recording, DocuSign, etc.)

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    4

    , copies of any supporting documents

      • , Engine job link

    , and request review/input by the Compliance InfoNote: Ensure you frequently monitor the ticket for updates.

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    _Examples
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    Qualifiers for Compliance’s

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    Involvement

    QUALIFIERS

    • Claims of unlawful actions and activities

    • Agreement violations

    • Customer privacy violations

    • Violation concerns with a federal or state-administered solar incentive program (e.g., Illinois (IL) Shines Program (A.K.A Adjustable Block Program))

    • False, unfair, or deceptive trade practices:

      • Statements that indicate systems are “free,” “at no cost,” or “$0”

      • Statements that consumer will no longer have a utility bill

      • Misrepresenting Federal Tax Credit eligibility

      • Statements that misrepresent details regarding the system or their financing agreement

      • Engaging in a sale with an individual whom, due to intellectual or linguistic challenges, would be unable to make informed decisions

      • Misrepresenting as the homeowner, or knowingly allowing an unauthorized party to conduct business on behalf of/as the homeowner

      • Allowing deceased, absent, or uninvolved parties to engage in an agreement

      • Falsifying permission-to-operate letters

    →BACK TO PROCESS OVERVIEW

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    Note

    Important: A compliance issue is any violation or failure to adhere to laws, regulations, policies, or ethical standards that govern an organization's operations. The above list is not all-inclusive; if there is doubt on whether or not a matter requires Compliance’s involvement, please seek validation from

    Cassandra Mercado.

    a Resolution Lead

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    Preliminary Research for a Compliance Case

    ACTION

    • Collect and review relevant details of the job in Engine. This includes but is not limited to:

      • Comments/Milestone Feed

      • Contracts and Documents

      • If needed, DocuSign event details:

        • IP Addresses

        • Email Addresses

      • If needed, download and review the Welcome Call:

        • Note any odd interactions

        • Compare the voice to other voice interactions with the homeowner

    • Collect and review previous Support tickets

    • Request that the homeowner, if possible, provide supporting documentation or evidence that back’s their claim

    • Attempt to communicate with the organization’s “Homeowner Escalation Contact” to obtain their perspective on the matter

    →BACK TO PROCESS OVERVIEW

    Note

    Potential Additional Process Step: If the installer is unresponsive, please also complete the standard process of notifying the installer’s Account Manager