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How to Handle Escalations to Revenue Protection

How to Handle Escalations to Revenue Protection

Owned by Tiffany Harper (Unlicensed)
Last updated: Jan 24, 2025 by Rafael Gonzalez
5 min read

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

    • If there’s still no reply within 48 hours tag @Mark Fredericks to follow up with them

Table of Contents:

 

Revenue Protection Key Responsabilities:

  1. Delinquency Management

  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

  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):

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

 

 

 

 

 

(PPA) Request to Defer/Waive Payments

 

 

 

 

 

 

Account Disposal Request

 

 

 

 

 

 

Payment Reinstatement Request

 

 

 

 

 

(PPA) System Difficulties

 

 

 

Payment Modification (M3 Approved)

Step

Action

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?

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

  • 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: 

Payment Reinstatement Request (M3 Approved)

Step

Action

Step

Action

1

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

 

2

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

  • Reply to the customer the following:

Account Disposal Request (M3 Approved)

Action

Action

Cancellation (Or RIC 1.0)

Duplicate Account

  • Follow the Cancellation Process

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

Financial Hardship (M3 Approved)

Action

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: