Background: Support may receive interactions from Installers requesting the removal of Liens placed by EverBright on their accounts

⚠️ DO NOT SHARE THE FOLLOWING WITH INSTALLERS - THIS IS FOR INTERNAL USE ONLY ⚠️

These Liens were originally placed on the RIC’s due to the lack 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

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)
3	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”
5	Then; Upload the Lien Copy to the “Files” section in the case for proper documentation
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

Installer Knowledge Base

Liens on Installers

Analytics

Process:

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