Deal Processing Hours of Operation: Monday – Friday (9 am to 6 pm EST)
Agents should use the ‘Waiting for Deal Processing’ status for all DP requests. DP will not be utilizing Slack to process Support requests. Any currently open tickets should be updated following this SOP.
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Effective 11/27/2023 to 11/30/2023, if you have a ticket that is pending in the ‘Waiting for DP’ status, you must create an EBH ticket. Be sure to link your EBH ticket to the ‘Waiting for DP’ ticket. |
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Credit and title requests should still be submitted via Slack, (i.e. title stips, credit approval-related inquiries, etc.) |
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Process
Add the Engine link to the job
Update the subject line of the ticket with one of the following:
Restoration – H/O name - Org
Cancellation - H/O name - Org
NCCO - H/O name - Org
Extend Credit - H/O name - Org
Milestone Extension - H/O name - Org
Other - H/O name - Org
Update the status of the ticket to ‘Waiting for Deal Processing’
This will create a linked ticket for DP to process
Once complete, DP will update the status of their ticket to ‘Resolved’
Any DP communication should be via internal comments in the Jira ticket
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Create the request under the customer record in SF
From the case, create a case assignment and assign it to the deal processing team
Select the referral reason:
M2-Approved/M3 Job Cancellation Request
Restoration Request
Cancellation Request
NCCO
Extend Credit
Milestone 1 Extension
Other
Leave a short description along with the job link in the Referral Comments Section
Any updated comments relating to the case should be left on the chatter/feed. Be sure to @ the person handling the case so they receive a notification.
Deal Processing Requests Turnaround Time
The Deal Processing team has a 2-business day turnaround for all approvals, cancellations, and extension requests.
Deal Processing Hours of Operation: Monday – Friday (9 am to 6 pm EST)
When the Deal Processing team receives requests for approvals, cancellations, and extensions, they have 2 full business days to process the request. If the agent receives questions from installers or homeowners regarding their request, check the job in Engine to see if it has been submitted.
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Agents should NOT be reaching out to Deal Processing until the 3rd business day. Please allow DP 2 full business days for processing. |
Any follow-up communication with DP should be left on the chatter/feed. Be sure to @ the person handling the case so they receive a notification.
If it has been less than 2 full business days reply:
Hello,
Thank you for contacting EverBright support. Your request has been received and is currently being processed. Please allow 2 business days for completion.
Thank you.