Background:
When a customer’s payment by check is returned, the bank mails a copy of the check to EverBright along with a reason it was returned. All check copies are legal tender and may be able to be redeposited.
In all cases, the agent will contact the customer and let them know that their payment method was declined and supply them with the reason for the decline. The agent will also offer ACH as an alternative payment option to the homeowner.
Returned checks are currently only handled by Nehemiah Franco or Elijah Carr.
Script:
“Hello, this is [agent name] calling from EverBright. We received notification that your check # [check number] in the amount of [amount] was returned for [reason for decline]. EverBright offers automatic payments through ACH. Would you like to sign up for ACH at this time?”
If YES, refer to this SOP: Register for ACH [Account Servicing Portal]
If NO:
“Please resubmit your payment as soon as possible to avoid a late fee.”
If no response:
“Hello, this is [agent name] calling from EverBright. We are contacting you regarding your most recent solar payment. Please contact our Account Servicing department at 877-425-5201 and select the billing and payment menu option.
Assign a commitment for 1 business day later to make another attempt to reach the homeowner /wiki/spaces/SS/pages/2782756894
Leave a note with the homeowner’s name, number of attempts, and the reason:
Example: Jane Doe, attempt 2 of 3, returned check outreach
Disposition - Returned Payment Outreach
The agent will attempt to contact the homeowner a total of 3 times over 3 business days:
Before attempting to contact the homeowner again, check the Account Servicing portal to confirm that the homeowner has not made a payment. If a payment was made, cancel the commitment and enter the reason as payment successful.
Check Handling:
Checks that are postdated (date on the check was greater than the received date) will be held in a lockbox until the date printed on the check and subsequently mailed back to Account Servicing for redeposit.
Send the checks along with a note requesting that the checks be redeposited along with the reason for redeposit via overnight mail (FedEX or UPS) to:
Bank of America Lockbox Services
Lockbox 843033
1950 N Stemmons Freeway, Ste. 5010
Dallas, TX 75207
Checks that cannot be redeposited will be shredded after the customer has been successfully contacted, 3 attempts have been made, or payment was successfully made.