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Background: A contract holder, homeowner, an authorized person on behalf of the contract holder, or escrow/title company may contact support through a phone call, chat, or email regarding a home sale, refinance, UCC filing removal (also known as a subordination), or payoff amount.

The below tables have more specific information, if needed, outside of the ‘Process Overview’:

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Table of Content:

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Home Sale Requests

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Process Overview

M1

Homeowner can email EverBright to cancel their job. Follow process for How to Handle Contract Cancellation Requests.

IF NOT M3 Approved

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

    • 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.”Enter disposition notations with billing disposition notations and Stop.

    Step

    Action

    1

    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

    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/PUC Filing:

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

    • Email

    Home Sale/Transfer & Refinance/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/PUC Filing

    1. Create 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

    4. Change the case owner to Brian Embry or Nehemiah @ EverBright

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

    Home Sale Request

    Information

    Home Sales Spreadsheet

    What the homeowner should expect if requesting to do a Home Sale

    The Seller’s accounts need to be current or brought current before executing the assignment agreement and before removing any

    UCC

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    Filing

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    Account Servicing will provide payoff/prepay/payout information. If not completed or applicable, they collect information for the Assignment and Assumption (A&A) form for Homeowner Transfer that will be sent to EverBright Customer Support.

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    EverBright Customer Support agent conducts authoritative copy check and run soft credit qualification decision. If soft credit qualification decision is approved, A&A form is signed by EverBright and sent back to Account Servicing to proceed with home transfer. If is soft credit qualification decision is denied, email is sent to Account Servicing to proceed with payoff. Only if stated in the customer’s contract can they request exemption of the credit application (Do not mention to customer).

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    Fee

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    (

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    After the Home is Sold to the New Buyer

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    PUC Termination Requests

    If a request is received to approve filing terminations because a home has been sold, please notify Trent.Preissner and Judy Targosz-Schechter .

    Refinance

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    Information

    ...

    Account Services charges $350.00 in administrative costs when a customer submits a refinance request for their home. This information is located on page 8 of the homeowner’s contract, where they are advised of additional costs associated with a mortgage refinance.

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    Inquiry, removal, solicitation)

    Information

    UCC filing termination prior to the conversion to Account Servicing

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

      • 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 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:

    Image Modified

    Copy of UCC Filing

    Information

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

    Info

    If the homeowner is requesting a copy of a UCC filing termination prior to the conversion to Account Servicing, create ticket and assign to Brian Embry or Nehemiah @ EverBright.

    Payoffs:

    Information

    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.

    Note

    We cannot process a payoff request coming from an installer. If an installer requests a payoff for a homeowner, advise them that the homeowner would either need to call our Account Servicing department directly to request the payoff quote or provide a request in writing.

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