Versions Compared

Version Old Version 6 New Version Current
Changes made by

Nehemiah @ EverBright

Sarah Jane Salvatierra

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Handled by: Currently handled by Nehemiah @ EverBrightBack Office (Property Transactions)

...

Background: There may be instances where EverBright needs to provide a prepayment/buyout (PPA) or buyout (RIC) amount.

...

This request

...

may be received

...

due to one of the following channels or reasons:

  • Email ticket from

...

  • Account Servicing

  • Failed credit qualification for a Home Transfer Sale

  • Home Demolish and Rebuild

  • Call or email from homeowner or their agent

...

Table of Contents

...

Front-line Agent Procedure

ACTION

Verify project status and product

  • IF M3 not Approved

    • Refer the customer to their installer, as we cannot provide the amounts until the project is completed and has reached Account Servicing.

...

(Internal) Supporting Information

Note

PPA 2.0 cannot proceed with buyout until year 6, even for a home sale.

  • Only option is prepayment. (Launch should notify) 

Buyout/Prepayment Eligibility Criteria

Product

Pre-M3

Post-M3

RIC Buyout

Not allowed

Launch

Account Servicing Provides

Fixed PPA Prepayment

Not allowed

Launch

Account Servicing Provides

Flex PPA Prepayment

Not allowed

Email Internal Team (see below) (soon case assignment for revenue protection)

Flex PPA Buyout (Prior to Year 6)

Create a case

  • Customer request type

    • System transfer/UCC terminations

  • Customer request subtype

    • PPA Buyout < year 6

Create a case assignment for Resolution team

Referral

Per SOP

Not allowed

Email Internal Team (see below)(soon case assignment for revenue protection)

Fixed PPA Buyout (Prior to Year 6)

Create a case

  • Customer request type

    • System transfer/UCC terminations

  • Customer request subtype

    • PPA Buyout < year 6

Create a case assignment for Resolution team

  • Referral

    • Per SOP

Not allowed

Email Internal Team (see below)(soon case assignment for revenue protection)

Note

This process is only to be handled by Nehemiah @ EverBrightand Brian Embry

...

Back-Office (Property Transaction) Process Overview

STEP

ACTION

1

  • EverBright Customer Support creates a case in Salesforce under the customer’s contact record

2

Send an email

Property Transaction Team will receive the following notification from Account Servicing via Email

Info

This will be sent directly to Ryan Cabral Soto

<ryan.cabralsoto@goeverbright.com> and Brian Wang <brian.wang@goeverbright.com> with the following information:

  • Borrower’s Name

  • Contract ID

  • Type of request

    • Flex PPA: Prepayment Prior to Year 6

    • PPA Buyout (Flex or Fix): Prior to Year 6

3

  • Forward the above information once available to Launch through the original form of communication

4

Close Salesforce case

and we will only be CC’d for Visibility

image-20250212-212212.pngImage Added

2

Once we receive the Email, we must proceed with the following:

  • Create a Case in Salesforce from the Homeowners Contract Record

  • Primary Reason:

    • System Transfer/UCC Terminations:

  • Secondary Reason:

    • PPA Buyout Request - < 6 Years

  • Case Source:

    • Launch

  • Case Description:

    • You will copy the content of the Email received from Launch and paste it here

  • Click on “Save”

image-20250212-212015.pngImage Added

3

  • Then; Ryan will be replying back through this same Email providing to Account Servicing the corresponding amounts

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#FFFFFF

Once he replies, we will be notified through the Email Thread (Since we are CC’d)

  • All we need to do is

    • Copy the provided amount

    • Go back to the related case in SalesForce

    • Paste the Amount provided in the Case Feed and

    • Finally: Close the Case and Stop