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Updating Homeowner Information (Engine)

Updating Homeowner Information (Engine)

Owned by Deanna Collia
Last updated: Sept 12, 2024 by Rafael Gonzalez
7 min read

Effective Immediately: A new development feature has been implemented to enhance the security of our legal contact information. With this update, external users will NO longer be able to edit any legal contact details from the Qualification Phase

  • This means that Sales Representatives and Installers will NO longer be able to update any legal information from their end

 

Background: Support has the ability to update the homeowner’s legal contact information in the platform. (only if specific requirements are followed)

This may be needed if the Homeowner’s information does not match what is currently on the title, which would result in a rejection by Deal Processing

 

All signers of the agreement must exactly match their respective credit and title legal contacts.

DocuSign signature must match legal contact names.

  • NOTE: Each signer must select and use their own DocuSign signature, or the document will be rejected.

Process:

Table Of Content:

What to do if support receives a request to update the customer’s legal Information?

Step

Action

Step

Action

1

If the request is coming from the Homeowner

Go to step 4

 

2

If the request is coming from the Sales Rep/Installer

Go to Step 3

 

3

REQUEST COMING FROM THE SALES REP/INSTALLER

  • Validate if the contact information required by the Sales Rep/Installer can be modified

 

  • IF the contract has NOT been Signed by any parties

  • Please inform the Sales Rep/Installer that for proper authentication and to update the necessary information the homeowner must contact us by:

  • If the homeowner has already contacted us and the required information has been updated by support, inform the Sales Rep/Installer about the changes made.

 

  • IF the contract Has already been Signed (By Anyone)

  • Please inform the Sales Rep/Installer that for proper authentication and to update the necessary information the homeowner must contact us by:

  • If the HO have contacted us already and the required information has been updated by support then The Sales Rep/Installer will need to use the NCCO Feature and generate a No Cost Change Order

 

4

REQUEST COMING FROM HOMEOWNER

  • We will only accept requests coming from the Homeowner if they are contacting us through phone with the same phone number on record

 

  • Validate if the contact information required can be modified

 

 

  • If it is applicable for an update then

  • Confirm if the contract has been or not signed

 

  • IF the contract has NOT been Signed by any parties

 

  • Support can Void the Contract and update the legal contact information

  • Once the required information has been updated by support then redirect the Homeowner with The Sales Rep/Installer

 

 

 

 

  • IF the contract Has already been Signed (By Anyone)

  • Agents will update the contact information (If applicable) ONLY if the Data is required to match the customer’s TITLE information.

  • Once the required information has been updated by support then The Sales Rep/Installer will need to use the NCCO Feature and generate a No Cost Change Order

 

 

Once the update has been made they DONT need to re-run credit (Unless there is a valid reason to re-run the process according to current Credit Qualification Procedures (e.g., if the credit has expired, or co-signer needs to be added).)

 

How to update the Legal Contact Information in Engine:

Step

Action

Reference

Step

Action

Reference

1

Navigate to the “Qualification” Phase

 

 

 

2

Click on “Review Name & Address Information” and then Click over the “Name & Address” Tab

 

 

 

 

3

Once you clicked on “Name & Address” you can click on the “Edit” Button and Edit the information so that it matches exactly the Legal Information in the Title

4

Once the Credit Legal Information has been updated, The contract, or Change Order, can be resent by the Sales Rep/Installer for Signatures

4 Digit Code Procedure:

Step

Action

Reference

Step

Action

Reference

1

Send the homeowner an email from the HO Outbound

  • Use the email address from the contract phase in Engine

  • Use the 4 Digit Code Quick reply in CXone

2

Enter any random four-digit number into the quick reply

 

3

Confirm with the customer that they receive the email and ask them to read back the 4 digit code.

4

If the customer is able to confirm the code, proceed with the update required (Click Here to follow process)

5

If the customer does not receive the email, or is unable to confirm the code, they will need to submit their request by emailing us from the email address on file, Or contacting us from the phone number on record (If applicable)