Outreach for Rejected Homeowner Payments

Objective: The purpose of this SOP is to reach out to homeowners who have attempted to make their payments, but it was rejected due to incomplete or incorrect information. Up to 5 outbound call attempts are to be made within 10 business days.

Examples of rejected payments: Incorrect; Date Format, Misspelled Everbright as Everbrite, etc.

Process:

Create a case on the customer’s contact record

• Request Type - Billing/Payments/Collections: Other

• Case Description: Provide details of the issue and the reason for outreach

Outbound Voice Script:

Hello [Homeowner Name],

My name is [Agent Name] with Everbright, the financier of your solar system. We are reaching out about your recent payment. We were unable to process it due to (Enter reason from the ticket).

I recommend setting automatic payments at MyEverBright.com. It only takes a minute or two, reduces the chance of errors, and can help you avoid late fees.

I can connect you to our Account Servicing team now.

If the homeowner says no, then Here’s the phone number to contact at your convenience: 877-425-5201 and select Option 1.

Thank you for your time.

Voicemail Script

Hello [Homeowner Name],

My name is [Agent Name] with Everbright, the financier of your solar system. We are reaching out about your recent payment. Please login to MyEverBright.com or call our Account Servicing team at 877-425-5201 and select Option 1 for more information. Again, the number is 877-425-5201, Option 1.

Thank you,

Subsequent Calling (No Answer)

If the homeowner does not answer, create a commitment to call them back until 5 attempts are reached. Notate the customer name, case number from Salesforce, and number of attempts completed in the commitment.

Email to Homeowner

If Call is Answered:

Hello [Homeowner Name],

Thank you for taking the time to take my call today. As a reminder, we reached out because we were unable to process your payment. You can make your payment online at http://MyEverBright.com.

In addition, we invite you to set up autopay It only takes a minute or two, reduces the chance of errors, and can help you avoid late fees. Should you need assistance with setting up your autopay, please reach out to us at 877-425-5201 and select Option 1.

Let me know if you have any questions or concerns.

Regards,

[Agent’s Name]

If Call Not Answered:

Hello [Homeowner Name],

We are reaching out with an important issue related to your last payment as unfortunately, we were unable to process it.

There could have been numerous reasons for this issue such as an incorrect name or incorrect date format. We recommend utilizing http://MyEverBright.com to make your payment and most importantly set up autopay.

Should you need assistance setting up your autopay in MyEverBright Portal, feel free to give us a call at 877-425-5201 and select Option 1.

Best Regards,

[Agent’s Name]

After 5 Attempts

If no phone call or email response from the homeowner, close the case