Update Contact Information Request [MyEverBright and Account Servicing Portal]

1

Who is requesting the update/change?

IF

THEN

• Contract holder, homeowner, or an authorized person on behalf of the contract holder

Proceed to Step 3

• Account Servicing

Proceed to Step 2

2

1. Use the following table to update contact information via MyEverBright Portal:

2. Update email/JIRA ticket with the following information:

   • Request Type: Account Management

3. Close the ticket and Stop: No further communication with Account Servicing is required

3

Use the following table to determine outcome based on M3 status:

Related SOP:

https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3000336571/Transferring+calls+to+Account+Servicing#How-to-verify-if-M3-has-been-approved

IF

THEN

• M2 has been approved but M3 has NOT been approved

  

• Proceed to Step 4

• M3 has been approved

  

1. Refer customer to https://myeverbright.com/dashboard portal to update their own contact information

2. Does customer agree to update on their own through the portal?

• If yes, enter disposition notations with billing disposition notations and Stop

• If no, proceed to Step 4

4

1. Use the following table to update contact information via MyEverBright Portal

2. Use the following table to update automated EBH ticket to Account Servicing:

3. Use the following table to send email to customer:

4. Use the following table to close the tickets (once it is confirmed it has been completed by Account Servicing):

• Proceed to Step 5

5

Was the customer’s concern(s) resolved?

• If yes, enter disposition notations with billing disposition notations and Stop

• If no, follow the appropriate SOP based on their additional concern(s)

  • Related SOP: Account Servicing Inquiries

1

1. Login to https://myeverbright.com/dashboard/overview

2. Log in as Admin

3. Search the Homeowner's name and click on their name

   

4. Click on Edit User

   

5. Update the customer’s information

   

6. Click Save > Submit Changes

1

A. Summary: Homeowner contact updates - [Homeowner’s Name]

B. Request Type: Account Management

C. Reporter: SolarCustomerSupport@accountservicing.com

D. Support Channel: Email

E. Send the below note to Account Servicing:

Hello,

Per the homeowner’s request, we’ve updated their contact info as follows:

(Include contract holder’s name, address, and what was updated/changed: phone number, email, and/or billing address). Please update your system of record and confirm when complete.

[Agent Name]

1

A. Summary: Homeowner contact updates - [Homeowner’s Name]

B. Description: Homeowner Name, Job Address, and Job URL – and summary of their concern

C. Request Type: Account Management

D. Reporter: Enter the homeowner’s preferred email address

E. Support Channel: Email + (Phone/Chat if Applicable)

F. Add: Organization

G. Respond to Customer:

Hi [Customer Name],

We’re working on your request. We will let you know once it is complete.

Regards,

[Agent Name]

1

• Both tickets can be closed once the updates are confirmed:

  • Reply to homeowner: Hello [homeowner name],

    We have completed your request.

    Thank you,

    [Agent’s Name]

  • No further communication with Account Servicing is required

• Close both tickets:

A. Resolution: Done

B. Resolution Type: Account Management

C. Platform Area: Account Management