Deal Processing Requests and Turnaround Time

Deal Processing Hours of Operation: Monday – Friday (9 am to 6 pm EST)

Agents should use the ‘Waiting for Deal Processing’ status for all DP requests. DP will not be utilizing Slack to process Support requests. Any currently open tickets should be updated following this SOP.

Process

• Create the request under the customer record in SF

  • Creating and Assigning Cases | Creating a case

• From the case, create a case assignment and assign it to the deal processing team

  • Creating and Assigning Cases | Assigning a case

• Select the referral reason:

  • M2-Approved/M3 Job Cancellation Request

  • Restoration Request

  • Cancellation Request

  • NCCO

  • Extend Credit

  • Milestone 1 Extension

  • Other

• Leave a short description along with the job link in the Referral Comments Section

• Any updated comments relating to the case should be left on the chatter/feed. Be sure to @ the person handling the case so they receive a notification.

Deal Processing Requests Turnaround Time

The Deal Processing team has a 2-business day turnaround for all approvals, cancellations, and extension requests.

Deal Processing Hours of Operation: Monday – Friday (9 am to 6 pm EST)

When the Deal Processing team receives requests for approvals, cancellations, and extensions, they have 2 full business days to process the request. If the agent receives questions from installers or homeowners regarding their request, check the job in Engine to see if it has been submitted.

• Any follow-up communication with DP should be left on the chatter/feed. Be sure to @ the person handling the case so they receive a notification.

If it has been less than 2 full business days reply:

Hello,

Thank you for contacting EverBright support. Your request has been received and is currently being processed. Please allow 2 business days for completion.

Thank you.