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Background The revenue protection department is responsible for managing and safeguarding the company’s financial interests by addressing various billing and payment issues, particularly those related to delinquencies and non-payment scenarios

In other words; This department focuses on minimizing revenue losses through proactive management or high risk accounts, Ensuring that the company recovers outstanding payments while adhering to legal and procedural standards

This involves close collaboration with other departments such as legal , and customer service, to handle sensitive cases effectively and efficiently

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

  • Ashlyn Brulato and Alexis Simmons

Table of Contents:

Revenue Protection Key Responsabilities:

  1. Delinquency Management

  • Delinquent Accounts

Handling Accounts that have become past due and implementing strategies to recover outstanding payments.

These can include foreclosures, deceased or bankrupt homeowners.  

  1. Account Modifications

  • M2 and M3 Cancellations

Monitoring and processing cancellations that affect the company’s revenue stream

  • Account Modifications

Adjusting accounts based on installer hardships or homeowner financial hardships that may affect billing or payment structures 

When should I escalate to Revenue Protection? (based on specific Scenarios):

Financial Hardship

This Includes medical concerns, Loss of income, etc.

  • If initiated by the Homeowner:

    • Send to Billing Department

    • Stop

  • If initiated by the Billing Department:

Catastrophes

After Documentation, if a PPA also after O&M Review

(PPA) Request to Defer/Waive Payments

Only after O&M review, Giftcard offer, and if it goes to a public media complaint

Account Disposal Request

Only after following other SOP’s

Payment Reinstatement Request

  • Do NOT escalate to Revenue Protection (the Billing Department will handle it)

(PPA) System Difficulties

Only After O&M review, Giftcard offer, and if it goes to a public media complaint

Payment Modification (M3 Approved)

Step

Action

1

  • Resolution Lead must review Savings

  • Email homeowner to request 12 months of utility bills  

  • Create a case in Salesforce 

    • Primary Reason: Billing and Payments: Payment Modifications 

    • Case Description: Note all pertinent information from the homeowner and the reason they are requesting the deferment or pause. Login into the homeowner's portal to screenshot their system monitoring/production.  

  • Escalate to a Lead Res for Savings Review 

  • Go to Step 2 

2

  • Determine Product Type

If RIC:  

  • Advise customer of the results of the savings analysis, if the system seems to be underproducing, remind them that they have manufacture warranties on maintenance is within the homeowners scope of work.  

If PPA: 

  • Advise customer of the results of the savings analysis and remind the homeowner of the production guarantee. 

  • Go to Step 3 

3

  • Review with Internal Team

  • Create a Case Assignment for O&M and Request the following information: 

    • How long as the system been down?  

    • Why is the system not producing? Is this due to delays from the homeowner, installer or Omnidian?  

    • What is the ETA for resolution (if applicable)? 

  • Once answers are provided, go to Step 4 

4

  • Was the System Outage Due to the Homeowner?

Unresponsive to attempts from Omnidian/Installer/System medding, Internet Connection)

  • If YES , Reply to the homeowner with the following:  

Hello (homeowner name), 

The review of your payment (deferment/pause) request has been completed. Our service team has advised they have been trying to notify and resolve this issue with you since ___. Due to this, we are unable to approve your request for payment modification. However, we do want your system to be operational, so please confirm your best contact information so we can tell our service team.  

Thank you 

  • If NOT , Go to Step 5  

4

  • How long was the system confirmed non producing?

0-3 Months 

  • Create a Case Assignment for Lead Res  

  • Lead Res Reviews, decisions and informs agent to tell customer (see message below) 

  • Tag Cassie for Gift Card 

Up to 3 Months

  • Create a Case Assignment for Supervisor 

  • Supervisor Reviews, decisions and informs agent to tell customer (see message below) 

  • Tag Cassie for Gift Card 

Reply to the homeowner with the following: 

Hello (homeowner name), 

The review of your payment (deferment/pause) request has been completed. We are pleased to inform you that we can offer a giftcard for X months you were confirmed not producing. The giftcard can be redeemed at over 200 shops and will emailed to you within 5 business days. In addition to this giftcard, you also have your PPA Production Guarantee that will credit you every 2 years if you are underproducing.  

Thank you 

Payment Reinstatement Request (M3 Approved)

Step

Action

1

  • If request is received to resume payments early (paused or deferred or other) and M3 is Approved:

Add all pertinent information from the homeowner and the reason they are requesting to resume payments 

DO NOT share this Email Address with the customer

2

  • If request is received to resume payments but M3 is NOT Approved:

  • Reply to the customer the following:

Hello (customer name), 

We have noted your concerns and request for resuming payments. Unfortunately, we are unable to approve your request until fully approved and should remain paused/deferred. 

Thank you 

Account Disposal Request (M3 Approved)

Action

Cancellation (Or RIC 1.0)

Duplicate Account

  • Follow the Cancellation Process

If necessary:

  • Create a case in Salesforce 

    • Primary Reason: Select whichever is the reason for the cancel request  

    • Case Description: Note all pertinent information and prior approvals (if applicable) 

  • Then: Create a Case Assignment for Revenue Protection  

    • Primary Reason: M2 Approved/M3 Job Cancellation Request  

Typically seen with a home sale process error where the original account is not disposed and both the buyer and seller are being billed. 

  • Create a case in Salesforce and assign it to Nehemiah to confirm home sale was completed 

    • Primary Reason: System Transfer/UCC Terminations 

    • Subtype: Other 

  • Create a Case Assignment for Revenue Protection 

    • Primary Reason: M2 Approved/M3 Job Cancellation Request 

Financial Hardship (M3 Approved)

Action

Request Coming from Homeowner

Request Coming from Launch

  • Send to our Billing Department

  • Create a case in Salesforce 

    • Primary Reason: Billing and Payments: Payment Modifications 

    • Case Description: Provide Launch’s notes on this account  

  • Create a Case Assignment for Revenue Protection  

    • Primary Reason: Payment Modification: Homeowner Hardship  

    • Case Description: Include Contract ID number, Launch’s notes on this account and what Launch needs approval for 

Catastrophes:

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