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Handled By: Customer Support Agents, Supervisors , Tier 2 Support andLeadResolution Specialists

Background: There may be instances where a homeowner involves legal parties, or a matter requires escalation to EverBright’s Legal team.

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

  • Giancarlo (Gian) Olano & Jillian Wheatley

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Table of Content:

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Qualifiers to Escalate to Legal:

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STEP

ACTION

1

  • Did the customer or an attorney send via email a legal document(s)?

  • IF YES: Transfer the Email within CXOne to the queue “Email-Escalations” and Stop

  • IF NOT: Go to Step 2

2

  • If they threaten to file a lawsuit or obtain an attorney:

  • Advice The following:

“If you are currently represented by an attorney, we will be unable to continue our discussions. However, if you are not represented, I am confident that I can assist you in initiating the resolution process for any concerns you may have.”

  • Did the homeowner provide their attorneys information OR did an attorney reach out on behalf of a homeowner,

Note

DO NOT request the name of an attorney if the customer has NOT provided a name or contact.

  • Advice the following:

“we cannot continue the conversation however please send your inquiry/request to (clientresolutions@myeverbright.com) and they will get you in touch with the appropriate internal department”

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  • ONLY if the ATTORNEY requests the Legal contact information, provide the following Email: (Legal@Goeverbright.com)

  • Leave a note in customer’s account Feed regarding the interaction

  • Stop

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Resolution Specialist Process Overview

of

Step

Action

1

Fill in:

  • Customer Request TypePrimary Reason

  • Case Description

    • Detailed information regarding the case

2

  • Update Salesforce Case notations to Legal

  • From the related tab on the case, download and attach any required documents (e.g., customer’s contract, change orders, signed documents, etc.)

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3

  • In SalesForce; From the Customer’s Account Level click on “Related Contacts”

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  • Click on “New Contact”

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  • Select the “Homeowner Contact” option and then Click on “Next”

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  • Complete the corresponding Fields such as :

  1. Attorney First Name

  2. Attorney Last Name

  3. Phone Number

  4. Email Address

  • Then click on “Legal Representation” and click on the arrow next to it to move it into the “Chosen” Box

  • Finally click on Save

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  • This will generate a banner alert on the Customer’s Account in Sales Force

The banner will indicate to the Customer Support agents that they should not communicate with a Homeowner that has an active legal matter

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4

  • Notify Launch Account Servicing that the customer has obtained legal counsel

5

  • Legal/Compliance

  • O+M/Fleet (Only applicable to PPAs)

  • Referral Reason (choose one)

    • Attorney Demand

    • Attorney General Complaint

    • Litigation

    • General Legal Questions

    • Conservatorship

  • Referral Comments:

    • Add additional information regarding the case

  • Select New Legal Form

    • Complete all the required fields.

6

Close the case assignment once all departments have closed their case assignment

  • Once the Legal Matter is resolved, DO NOT remove any legal representation banners or the Legal Representative as a contact in SalesForce until we receive official confirmation from Legal that representation has ended.

Note

According to Legal Guidance, we cannot assume that representation has ended simply because a response has been sent or an agreement reached

  • We must receive explicit confirmation that legal representation is no longer active before resuming direct communication with the customer (This is crucial to avoid violations of Collection Laws that prohibit direct contact with a consumer who is still represented legally)

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After receiving confirmation that legal representation has ended:

  • Remove the legal banners from Salesforce by updating the Special Account Notes Section

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  • Notify Launch and Omnidian through CXone Email so they can remove any flags or alerts related to the customer’s account

    • (Only after this confirmation and once all departments have completed their respective actions legal will proceed to close the Case Assignment, allowing Resolution Specialist Agents to proceed with closing the Case)

      • Include notes provided by Legal/Compliance

      • regarding the outcome