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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.

...

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:

  • Elizabeth McGinley & Ayoub Ziani

    • If there’s still no reply within 48 hours tag Mark Fredericks to follow up with them

...

Process Overview

STEP

ACTION

1

  • Does the

customer’s
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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

Update Support ticket:

Internal Comment:
by the homeowner

  • Tag (@): Cassandra Mercado and Sabin Abad

    • Ticket Status: “Waiting on Compliance”
    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.

    3

  • Locate the linked POLICY ticket created

    • Update the ticket:

  • Reporter: Aileen Kozlowski

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

  • Tag (@): Cassandra Mercado and Sabin Abad

  • Ticket Status: “Waiting on Compliance”

    • Comment:

  • Go to Step 3

    • Note

    Additional Process Step:

    • If false/unfair/deceptive trade practice by an installer, update the Label field on the Support ticket to “Promises”

    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

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    Reminder: Ensure you frequently monitor the ticket for updates.

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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 and Sabin Abad.

    a Resolution Lead

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    Preliminary Research for a Compliance Case

    ACTION

    Review

    • Collect and

    collect all

    • review relevant details of the job in Engine

  • Review and collect all relevant documents, including documentation/conversations/proof that support’s the homeowner’s claim

    • If applicable, attempt

    • . 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

    achieve

    • 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