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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, informing the Installer that we will investigate and get back to them shortly.

Let them know we will be sending an email requesting a Copy of the Lien. and all they need to do is reply with the attached copy

  • 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

  • Then; you must Create a Case in Salesforce from the Installer’s Account Record with the following details:

Contact Name:

  • Installer’s Name contacting us

Primary Reason:

  • Account Management

Secondary Reason:

  • Other

Case Description:

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

Case Source:

  • Incoming Interaction Channel (Phone, Chat, Email)

image-20250224-160519.png

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

  • If you do receive it within the 2 Business Days then Go to Step 4

4

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

If you are a Back Office Agent Receiving this Email response and you are NOT the Original Agent, please remember the following:

  • Go to the “Directory” tab in DFO and search for the required agent

IF the system shows the Original Agent as Available (🟢) or Busy (🟡):

  • Transfer the Email to the Original Agent

IF the system shows the Original Agent as Unavailable (🔴) or Logged Out (🔘):

  • Handle the Email Yourself by replying with the Quick Response named as “Installer Lien Received” and then (Go to Step 5)

5

  • Then; Upload the Lien Copy to the “Files” section in the case for proper documentation

image-20250224-161809.png

6

  • Forward the Email with the Lien Copy provided via CXone for further review to:

    • (ashlee.stutler@goeverbright.com) &

    • (kristina.nixon@goeverbright.com)

7

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

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