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When and How to Escalate Matters to Legal

When and How to Escalate Matters to Legal

Owned by Anthony Martinez (Unlicensed)
Last updated: Jan 24, 2025 by Rafael Gonzalez
4 min read

Handled By: Customer Support Agents, Supervisors and Lead Resolution Specialists

Background: There may be instances where a homeowner involves legal parties, or a matter requires escalation to EverBright’s Legal team.

If you need to follow up on a Case Assignment that is being handled by the Legal department, you can tag the following people in the chatter for a quick response:

  • Giancarlo (Gian) Olano & Jillian Wheatley

    • If there’s still no reply within 48 hours tag @Mark Fredericks to follow up with them

Table of Content:

 

Qualifiers to Escalate to Legal:

QUALIFIERS

NOTE: A customer threatening to hire an attorney, threatening to file a lawsuit, or alleging that they have an attorney are not qualifiers to escalate to Legal. The customer must explicitly state they have performed one of these actions in order to escalate the matter to Legal.

  • A lawsuit has been filed.

  • The Attorney General of the customer’s state notifies EverBright of a filed complaint.

  • The potential exposure involves $10,000 in cash payments or the value of products/labor provided.

  • EverBright receives a UCC Filing Notice.

  • Attorney Demands

  • Regulatory - Consumer

  • Litigation

  • Arbitration

  • Deceased Customer

  • Information Request

  • General Legal Questions

  • Conservatorship

  • Installer bankruptcy

  • Notice of trustee sale

 

Process:

Customer Support Agent Process Overview

STEP

ACTION

1

  • Did the customer or an attorney send via email a legal document(s)?

  • IF YES: Transfer the Email within CXOne to the queue “Email-Escalations” and Stop

 

  • IF NOT: Go to Step 2

 

2

  • If they threaten to file a lawsuit or obtain an attorney:

 

 

 

 

 

 

  • Advice The following:

“If you are currently represented by an attorney, we will be unable to continue our discussions. However, if you are not represented, I am confident that I can assist you in initiating the resolution process for any concerns you may have.”

  • Did the homeowner provide their attorneys information OR did an attorney reach out on behalf of a homeowner,

  • Advice the following:

  • Leave a note in customer’s account Feed regarding the interaction

  • Stop

Resolution Specialist Process Overview

Step

Action

Step

Action

1

Fill in:

  • Primary Reason

  • Case Description

    • Detailed information regarding the case

 

2

  • Update Salesforce Case notations to Legal

  • From the related tab on the case, download and attach any required documents (e.g., customer’s contract, change orders, signed documents, etc.)

    image-20240617-175330.png

3

  • In SalesForce; From the Customer’s Account Level click on “Related Contacts”

 

image-20240919-155333.png

 

  • Click on “New Contact”

 

 

  • Select the “Homeowner Contact” option and then Click on “Next”

 

 

  • Complete the corresponding Fields such as :

  1. Attorney First Name

  2. Attorney Last Name

  3. Phone Number

  4. Email Address

  • Then click on “Legal Representation” and click on the arrow next to it to move it into the “Chosen” Box

  • Finally click on Save

 

 

 

  • This will generate a banner alert on the Customer’s Account in Sales Force

 

4

  • Notify Launch Account Servicing that the customer has obtained legal counsel

5

  • Legal/Compliance

  • O+M/Fleet (Only applicable to PPAs)

  • Referral Reason (choose one)

    • Attorney Demand

    • Attorney General Complaint

    • Litigation

    • General Legal Questions

    • Conservatorship

  • Referral Comments:

    • Add additional information regarding the case

  • Select New Legal Form

    • Complete all the required fields.

 

6

  • Once Legal resolves/closes the case assignment:

    • Remove any Legal banners from Salesforce by updating the special account notes section

    • Notify Launch of resolution so that they can remove any flags or alerts from the customer’s account

  • Close the case assignment once all departments have closed their case assignment

    • Include notes provided by Legal/Compliance of outcome