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Rafael Gonzalez

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Background: We may receive inquiries from a variety of sources, including (but not limited to) the contract holder, the Billing Department, the Homeowner, an Authorized Representative acting on behalf of the contract holder, or an escrow/title company. These interactions may come through phone calls, chats, or emails regarding a home sale, or home transfer.

...

Process:

...

Front-Line Agent:

Go to Step 2:

Locate the HO’s Account from the Account Record and verify if the Escrow Authorization Letter has been signed by the Homeowner and attached into the “Files” section

  • IF Letter Available

    • IF Letter NOT Available

    Explain to the Escrow agent that we will require this letter signed by the Homeowner and to be sent at Launch@myeverbright.com

    Explain that we will be creating a case to start the process but we will require this Letter to move forward with the Transfer Request and if we do not receive in a timeframe of 48 hours we will need to close the case

    Step

    Action

    1

    Take note of who is contacting us to determine if it is the Homeowner, Account Servicing or an Escrow/Title Agent

    2

    • Where is the Request Coming from?

    IF Homeowner:

    Expand
    titleCLICK HERE
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    If the customer mentions they’ve already spoken with Account Servicing but are still being transferred back to us, check if there is an open case being handled by the property transactions team

    • If a case is open, tag the case owner and inform the customer that we will get back to them within 24 to 48 business hours

    • If M3 Not Approved

    : Go to Step 2

    • :

      • Ask the customer if they have panels installed

      • Refer the customer to their installer by stating the following:

        • “Since the system has not yet been activated, you will need to speak with the installer to inform them about the home sale and provide the estimated closing date. Please note that we cannot facilitate the transfer until the project is completed.”

      • then Stop.

    IF Account Servicing:

    Expand
    titleCLICK HERE

    • Requests for Home Sale Transfers coming from Account Servicing should be directed to the property transaction team

    IF Escrow/Title Company

    :

    Expand
    titleCLICK HERE
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    If the customer mentions they’ve already spoken with Account Servicing but are still being transferred back to us, check if there is an open case being handled by the property transactions team

    • If a case is open:

      • tag the case owner

      • Add in notes the Customer’s contact information (Full Name and Email Address)

      • Then; inform the customer that we will get back to them within 24 to 48 business hours

    • If M3 Not Approved:

      • Explain to the customer that the Homeowner will need to contact their installer by stating the following:

        • “Since the system has not yet been activated, the homeowner will need to speak with the installer to inform them about the home sale and provide the estimated closing date. Please note that we cannot facilitate the transfer until the project is completed.”

      • then Stop.

    Back-Office Support

    Step

    Action

    1

    • Home Sale Transfer requests should be sent via Email to the Back Office Team from the Account Servicing Department

      • Once received, Proceed to step 2

    2

    • Case Type:

      • Homeowner Support

    • Primary Reason:

      • System Transfer/UCC Terminations

    • Secondary Reason:

      • Home Sale - Post PTO

    • Case Status:

      • New

    • Case Source

    : IF request is coming from Account Servicing

    • :

      • “Launch”

    IF request is coming from Homeowner:

    Select the Appropriate Incoming Channel (Chat, Phone, Email)

    • Case Description:

      • Date the request was received.

      • Customer Number/Contract ID.

      • New buyer’s contact information (name, phone number, email, address).

      • Realtor’s contact information (name, phone number, email).

      • Title or closing agent details.

      • Estimated closing date.

    IF

      • If the

    request

      • Request came from an Escrow

    agent

      • Agent;

    Include here if the Authorization Letter was available or if they commited to send it to the property Transaction’s Email address

    image-20250106-154419.pngImage Removed

    3

    • Once the Case is created, Unassign from yourself and assign to the Queue named as “Property Transaction”

      • Then; Stop

    image-20250106-160058.pngImage Removed

    Back-Office Support

    • Once Front-Line Support creates the case, the Back Office - Property Transaction Team will receive it

  • Verify all the Information provided in the Case is correct and completed

    • Then

    If Payoff is requested:

  • Account Servicing will follow internal process

  • Contract Transfer wont be required

    • No $350 Administrative Fee will be charged

    • Account Servicing will handle notifications, meaning they will inform the homeowner about the available options for proceeding with the Home Sale Transfer

    Step

    Action

    1

    2

      • include if they are authorized

        • Note: If the realtor or escrow info was included in the original Account Servicing Request, it means they’re already authorized to act on behalf of the homeowner for the Home Sale Transfer

    image-20250106-154419.pngImage Added

    3

    • Then Go to Engine and log in as

      • Organization:

        • “Post-PTO Transfers”

      • User:

        • “Everbrightadmin@postptotransfers.com”

    image-20250106-161427.pngImage Removedimage-20250106-161427.pngImage Added

    3

    4

    • Click on “New Lead” and search for the address included in the Case Description:

    		image-20250106-161744.png
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    4

    5

    • Go to the “Contact” Phase

    		image-20250106-161852.png

    5

    6

    • Add the Buyer’s Information

      • (If there are two buyers then add both)

    image-20250106-161946.png

    Note

    When transferring a property to an LLC, S Corporation , C Corporation, or Trust; The Following requirements must be met:

    For LLC, S Corporporation and C Corporation:

    • A Director/Officer Must live in the property and be the agreement signer

    • The Director/Officer Must meet credit requirements

      • Required Documentation will be needed too:

        • Full Business Information Documents (All Pages) (Showing entity name and officers/directors)

        • Signature page of the Formation Documents

        • The documentation can be send at Launch@myeverbright.com

    For Trust/Trustee:

    • The trustee Must live in the property and meet credit requirements

    • The trustee’s exact name Must be on the homeowner agreement

      • Required Documentation will be needed too:

        • Full Trust Document Pages (Showing the Trust Name, Trustees, and DateDocumentation (All Pages)

        • Signature page of the trust document

        • The documentation can be send at Launch@myeverbright.com

    Once the requirements have been met you must continue with Step 67

    6

    7

    • Also add the Contract ID number as a Contact too by using the following format:

      • First Name:

        • “Contract ID number”

      • Last Name:

        • “Contract_id”

    image-20250106-162412.png

    7

    8

    • Go to the “Qualification”
      Phase

    • Click on the “Actions” Dropdown menu and Run Pre-Qual

    image-20250106-162723.png

    Wait for the Credit Decision:

    • Allow time for the credit decision to be processed.

    • Follow up after 3 business days.

      • Contact the seller and the escrow agent/title agency for any necessary coordination or information.

    8

    9

    • Go to the following Home Sale Tracker (Click Here)

      • And complete the information for each column under the “Home Sales & Transfers” Sheet

    		image-20250106-163428.png

    9

    10

    • Did the Qualification Pass?

    IF YES:

    IF NOT: Go to Step 10

    10

    • If the Qualification Did Not Pass:

    FOR RIC:

    • Inform Account Servicing to Notify the homeowner that Payoff is the only option to proceed with the home sale transfer

    Info
    Info

    • For RIC’s The only option is usually the Payoff, while for

    • PPAs, Either a Prepayment, an Exemption Fee or Payoff may apply

      • (Exemption fees and payoffs are limited to PPA 1.0)

    Info

    • Account Servicing will send a letter indicating the account is paid in full (PIF) once complete

    • Then Notify the Seller and Escrow Officer/Title Agent (Follow up within 3 days before closing)

      Finally;

      So Close the Case and Stop

    FOR PPA:

    • Inform Account Servicing to notify the Homeowner that if stated in the PPA Agreement:

      • The customer can pay an Exemption Fee

        • Otherwise; They will have to prepay the amount to transfer

      • They Can also Payoff (If stated in their Agreement)

    • Then; Notify the Seller and Escrow Officer/Title Agent (Follow up within 3 days before closing)

      • Finally; Close the Case and Stop

    ...

    Home Sale Transfer -

    ...

    Qualification Passed

    Expand
    titleCLICK HERE

    • As soon as the Home Sale Transfer is completed by Launch, we will receive an Email coming from (Support@ls-everbright.zendesk.com) with the Subject “Solar Transfer Completed”

    Step

    Action

    1

    • Obtain a Copy of either PPA or RIC Agreement and the Most recent HO/NCCO(If Applicable)

    2

    • Populate Assignment Assumption (A&A) form with required information

      • Merge the either PPA or RIC Agreement

    Info

    Proceed with the A&A process

    3

    • Expect to receive the following back:

    • A&A Form with Seller(s) and Buyer(s) Signature(s)

      • (Account Servicing and Everbright receive notification through the Docusign Process)

    • Form from Account Servicing Via Macro Launch created in Zendesk including:

      • Original Homeowner’s Name

      • Buyer’s Contact Information

        • Name, Address, Phone Number, Email)

      • Contract ID

      • Effective Date/Closing Date

    • Once the Home Sale Transfer is completed by Launch, we will receive an email from them confirming the completion. (Which is the one created in Zendesk)

    4

    • Locate the Seller’s Account in SalesForce from the Account Record

    • Click on the “Related” Tab

    image-20250106-192114.png

    • Scroll down untill you see the “Related Contacts” Section

      • Then; Click on “New Contact”

        • Select; “Homeowner Contact” and click “Next”

    		image-20250106-192713.pngimage-20250106-192921.pngImage Removed
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    • Complete the following Fields:

      • Salutation

      • First Name

      • Middle Name (If applicable)

      • Last Name

      • Suffix (If Applicable)

      • Phone number

      • Email Address

      • Contact Category

        • Select the “Contract Signer” option from the “Available” Box and click on the right arrow to move it to the “Chosen” Box

    Info

    Make sure the “Contact is Active” Box is checked

    • Finally; click on “Save”

    image-20250106-193556.png

    5

    image-20250117-181611.png

    7

    6

    • Then; You must access the following tracker (Click Here)

      • And fill out the following Columns with the correct information

    • Buyer's Name

    • Phone Number/Email Address

    • Seller Name

    • Address

    • Contract ID

    • Start Date (Date we received the original Home Transfer Request)

    • Credit Resolution (Pass, Failed, Prepayment, Exemption Fee etc)

    • Onboarded Date

    • External ID (From the Qualification)

    8

    7

    • Create the New Homeowner’s Account on the MyEverbright Portal

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    NOTE: This step will be completed weekly by the Property Transaction’s Team every Wednesday, handled by Nehemiah @ EverBright

    • Each week, Property Transaction will receive an updated Excel Spreadsheet in Sharepoint

    • This spreadsheet will reflect all approvals from the previous week, covering Monday to Friday

    • Locate the Account in MyEverbright portal by using the Contract ID number

    		image-20250106-184136.png

    • Scroll Down to the “Transfer or Archive an Account” Section and click on “Transfer Account”

    image-20250106-184405.png

    • Then Click on “Yes, Create Homeowner”

    image-20250106-184445.png

    • Add the New User Contact and Click “Next”

      • First Name

      • Last Name

      • Email

      • Phone number

    image-20250106-184524.png

    • Add the Billing Address

      • Street Address 1

      • Streeet Address 2 (Optional)

      • City

      • State

      • Zip

    • then click “Next”

    image-20250106-184610.png

    Note

    If there is a Co-Buyer, we must add them with the “Add Additional User” Option

    image-20250106-184901.png

    • Once the Buyer and Co-Buyer (If Applicable) has been added; Click on “Transfer Account”

    		image-20250106-185214.png
    9

    8

    • Finally; follow the next steps based on the the following considerations:

    IF PPA:

    Info

    1. Create a Case Assignment for Operations & Maintenance (O&M)

    Include

    1. including the following:

    • Original Homeowner's Name

    • Buyer’s Contact information (Name, Address, Phone Number, Email)

    • Contract ID

    • Effective Date/Closing Date

    1. Then

    Go to Step 10
    Info
    Finally;

    1. ; Notify Omnidian:

    • Email Omnidian at “everbrightsupport@omnidian.com” by using the Quick Response named as “XXXX”titled as “Home Sale - Omnidian Notification”

    • Be Sure to include the Email from Launch confirming the completion

    1. Then Go to Step

    10

    1. 9

    IF RIC:

    RIC 2.0

    • Create a Case Assignment for Operations and Maintenance (O&M)

      • Include the following:

        • Original’s Homeowner;s Name

        • Buyer’s Contact information (Name, Address, Phone Number, Email)

        • Contract ID

        • Effective Date/Closing Date

    • Then Go to Step 109

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    RIC 1.0

    • Homeowner should contact the Inverter’s Manufacturer for Monitoring Setup

      • Provide the proper Manufacturer’s Contact Information to the New Homeowner (Click Here)

    • Then Go to Step 109

    10

    9

    • Once all steps have been completed

      • Close the SalesForce Case