Skip to end of metadata
Go to start of metadata

You are viewing an old version of this content. View the current version.

Compare with Current View Version History

Version 1 Next »

Background: Support might receive interactions coming from Installers asking for the removal of Liens placed by EverBright to the Installers

These liens were originally placed on the RIC’s due to the absence of an “Authoritative Copy” in DocuSign before the first financing in 2023

Process:

When an Installer contacts us requesting the removal of a Lien or questioning why it was placed follow these steps:

Step

Action

1

  • Respond promptly and professionally, letting the installer know that we will investigate and get back to them shortly

Kindly request the Installer to send a copy of the Lien in question

  • Mention that if we don’t receive the requested lien copy within 2 business days. The case may be closed and they will need to contact us again to create a new case

2

  • Send an Email to the Installer by using the quick response named as “To Request Installer Lien“

3

  • Create a Case in Salesforce with the following details:

Primary Reason:

  • Complaints

Secondary Reason:

  • Other

Case Description:

  • Provide a brief summary of the interaction with the Installer (Include a note stating that the email has been sent requesting the copy of the lien)

NOTE: If you do not receive the requested Lien Copy within 2 Business days, Close the Case and note that no response was received

4

  • Once the Installer provides the requested Lien Copy reply to the Installer by using the Quick Response named as “Installer Lien Received”

Also Upload the Lien Copy to the “Files” section in the case for proper documentation

5

  • Send an Email Through CXone for further review to

    • (ashlee.stutler@goeverbright.com) &

    • (kristina.nixon@goeverbright.com)

6

  • After sending the Lien Copy to Ashlee and Kristina and Uploading it to the Case Close the Case

  • No labels