Our credit and title are both fully integrated with the 3rd party provider (FNI) who processes these credit checks. These will both run automatically when the credit is run and is typically almost instantaneous. The two areas where support may be called is in the event of a “no match” or “error”.
The following article will provide examples of issues and their corresponding solutions.
However, if you cannot resolve these, or the system indicates manual review required, that means our deal processing team will address during regular business hours.
Please advise the customer that they will see a resolution or status updated within the app within 1 business day.
Slack Kristi Traugh with the job info so she knows the issue been escalated to support and they should prioritize resolution.
No match
If it’s a no match this means that the bureau could not find information on the homeowner. Since we do not require social security number to run credit, it’s possible we’ll be unable to match the homeowner based on general information alone.
a.) First, have the installer ask the homeowner if they entered their social security number. If they did not, ask them to enter it and re-run credit. In most cases, this will fix the issue.
b.) Another possible issue is that the homeowner mistyped something on the credit app - ask them to check for typos
c.) If the homeowner entered a social security number, and there are no typos, but FNI is still unable to match credit, the next step is to ask the homeowner to call Experian customer service for further assistance at: 888-397-3742
d.) During the homeowners' call with Experian, they should ask how long before their credit report is updated in the system. This info is helpful so the installer knows when they should re-run credit in EverBright
2. Error:
If there is an error this means there is some issue when the homeowner ran credit.
You should use your investigation skills and tools to try and trouble shoot the issue.
For example, to see if it’s an integration or webhook issue, DataDog is the most useful tool: Datadog
Or if you see an error code, you can search Sentry (Rick add new SOP link)
If that doesn’t work, and you don’t see any other reason for the error, reach out to you co-workers or enter a slack (with all relevant information) on the #SoftwareSupport channel
Samantha Lieberman is a SME on the Qualification phase and may also be able to help
The following two root causes are examples of errors installers encountered.
Result Processing Error from FNI -
Customer received error on submitting qualification.
DataDog logs showed empty response from FNI. Product reached out to FNI and it was corrected.
Special Characters in Address: Note - by mid-March, we’ll have a software fix for the following issue.
a.) Special characters are not recognized by FNI. For example, the character “ñ" was included in the address of an active project. The user noticed an error icon next to credit in the Qualification phase. The contractor contacted the Support team asking for guidance on how to proceed with the issue.
b.) Solution: Upon seeing an error message, the user should review the address line and contact details to rule out any issues with spelling errors or the use of any special characters.
c.) After corrections are made, the credit must be canceled and subsequently re-run via the Actions dropdown list within the Qualifications phase shown below.
3. Frozen Credit Status
In the event that the credit status shows “Frozen”, the customer should let their client know that they have to call their credit bureau to have a freeze lifted on their credit. Once the freeze is lifted, the customer will be able to re-run a pre-qual credit check for the client.
