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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:

Step

Action

1

  • Where is the Request Coming from?

IF Homeowner:

  • If M3 Approved:

    • Warm Transfer to Account Servicing and Stop

  • If M3 Not Approved:

IF Account Servicing:

IF Escrow/Title Company:

  • 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

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 the request came from an Escrow agent; Include here if the Authorization Letter was available or if they commited to send it to the property Transaction’s Email address

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3

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

    • Then; Stop

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Back-Office Support

Step

Action

1

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

2

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

  • Then Go to Engine and log in as

Organization:

  • “Post-PTO Transfers”

User:

  • “Everbrightadmin@postptotransfers.com”

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3

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

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4

  • Go to the “Contact” Phase

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5

  • Add the Buyer’s Information

    • (If there are two buyers then add both)

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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:

      • Business Information Documents (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:

      • Trust Document Pages (Showing the Trust Name, Trustees, and Date)

      • 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 6

6

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

    • First Name:

      • “Contract ID number”

    • Last Name:

      • “Contract_id”

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7

  • Go to the “Qualification”
    Phase

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

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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

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

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

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9

  • 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

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 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; 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 - Quaification Passed

 CLICK HERE

Step

Action

1

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

2

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

    • Merge the either PPA or RIC Agreement

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

4

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

  • Click on the “Related” Tab

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

    • Then; Click on “New Contact”

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

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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

Make sure the “Contact is Active” Box is checked

  • Finally; click on “Save”

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5

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7

  • 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”

  • 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

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

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

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

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  • Then Click on “Yes, Create Homeowner”

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  • Add the New User Contact and Click “Next”

    • First Name

    • Last Name

    • Email

    • Phone number

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  • Add the Billing Address

    • Street Address 1

    • Streeet Address 2 (Optional)

    • City

    • State

    • Zip

  • then click “Next”

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

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

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9

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

IF PPA:

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

Include the following:

  • Original Homeowner's Name

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

  • Contract ID

  • Effective Date/Closing Date

Then Go to Step 10

Then Go to Step 10

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 10

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 10

10

  • Once all steps have been completed

    • Close the SalesForce Case

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