Background: We may receive inquiries from a variety of sources, including but not limited to the contract holder, the Billing Department, the Homeowner, an Authorized Representative acting on behalf of the contract holder, or an escrow/title company. These interactions may come through phone calls, chats, or emails regarding a home sale, or home transfer.

Process:

Front-Line Agent
Back-Office Support

Front-Line Agent:

Step	Action
1	Is Home Sale Transfer Request Coming from the Homeowner or Account Servicing?	IF Homeowner: If M3 Approved: Warm Transfer to Account Servicing and Stop If M3 Not Approved: Go to Step 2 IF Account Servicing: Go to Step 2
2	Go to the Seller’s Account Record in Salesforce and Create a New Case
2	Case Type: Homeowner Support Primary Reason: System Transfer/UCC Terminations Secondary Reason: Home Sale - Post PTO Case Status: New Case Source: IF request is coming from Account Servicing: “Launch” IF request is coming from Homeowner: Select the Appropriate Incoming Channel (Chat, Phone, Email) Case Description: Date the request was received. Customer Number/Contract ID. New buyer’s contact information (name, phone number, email, address). Realtor’s contact information (name, phone number, email). Title or closing agent details. Estimated closing date.
3	Once the Case is created, Unassign from yourself and assign to the Queue named as “Property Transaction” Then; Stop

Back-Office Support

Step	Action
1	Once Front-Line Support Create the Case; Back Office - Property Transaction’s Team will receive it
2	Verify all the Information provided in the Case is correct and completed Then Go to Engine and log in as Organization: “Post-PTO Transfers” User: “Everbrightadmin@postptotransfers.com”
3	Click on “New Lead” and search for the address included in the Case Description:
4	Go to the “Contact” Phase
5	Add the Buyer’s Information (If there are two buyers then add both)
6	Also add the Contract ID number as a Contact too by using the following format: First Name: “Contract ID number” Last Name: “Contract_id”
7	Go to the “Qualification” Phase Click on the “Actions” Dropdown menu and Run Pre-Qual
7	Wait for the Credit Decision: Allow time for the credit decision to be processed. Follow up after 3 business days. Contact the seller and the escrow agent/title agency for any necessary coordination or information.
8	Go to the following Home Sale Tracker (Click Here) And complete the information for each column under the “Home Sales & Transfers” Sheet
9	Did the Qualification Pass?	IF YES: IF RIC: Go to “Home Sale Transfer - Quaification Passed for RIC” IF PPA: Go to “Home Sale Transfer - Qualification Passed for PPA” IF NOT: Go to Step 10
10	If the Qualification Did Not Pass:	FOR RIC: Inform Account Servicing to Notify the homeowner that Payoff is the only option to proceed with the home sale transfer If Payoff is requested: Account Servicing will follow internal process Contract Transfer wont be required No $350 Administrative Fee will be charged Account Servicing will send a letter indicating the account is paid in full (PIF) once complete Then Notify the Seller and Escrow Officer/Title Agent (Follow up within 3 days before closing) Finally; Close the Case and Stop FOR PPA: Inform Account Servicing to notify the Homeowner that if stated in the PPA Agreement: The customer can pay an Exemption Fee Otherwise; They will have to prepay the amount to transfer They Can also Payoff (If stated in their Agreement) Then; Notify the Seller and Escrow Officer/Title Agent (Follow up within 3 days before closing) Finally; Close the Case and Stop

Home Sale Transfer - Quaification Passed for RIC

CLICK HERE

Step	Action
1	Obtain a Copy of RIC Agreement and the Most recent HO/NCCO
2	Populate Assignment Assumption (A&A) form with required information Merge the RIC Agreement	Proceed with the A&A process A&A Drafting Process (INTERNAL ONLY) A&A Approval Process (INTERNAL)
3	Expect to receive the following:	A&A Form with Seller(s) and Buyer(s) Signature(s) (Account Servicing and Everbright receive notification through the Docusign Process) Form from Account Servicing Via Macro Launch created in Zendesk including: Original Homeowner’s Name Buyer’s Contact Information Name, Address, Phone Number, Email) Contract ID Effective Date/Closing Date
4	Once you received both forms; Create the New Homeowner Account on MyEverbright Portal Locate the Account in MyEverbright portal by using the Contract ID number
5	Scroll Down to the “Transfer or Archive an Account” Section and click on “Transfer Account”
6	Then Click on “Yes, Create Homeowner”
7	Add the New User Contact and Click “Next” First Name Last Name Email Phone number
8	Add the Billing Address Street Address 1 Streeet Address 2 (Optional) City State Zip then click “Next”
If there is a Co-Buyer, we must add them with the “Add Additional User” Option
9	Once the Buyer and Co-Buyer (If Applicable) has been added; Click on “Transfer Account”
10	Now that the Buyer has been added in MyEverbright portal we will need to add them into SalesForce
	Locate the Seller’s Account in SalesForce from the Account Record Click on the “Related” Tab
	Scroll down untill you see the “Related Contacts” Section Then; Click on “New Contact” Select; “Homeowner Contact” and click “Next”
	Complete the following Fields: Salutation First Name Middle Name (If applicable) Last Name Suffix (If Applicable) Phone number Email Address Contact Category Select the “Contract Signer” option from the “Available” Box and click on the right arrow to move it to the “Chosen” Box Make sure the “Contact is Active” Box is checked Finally; click on “Save”
	By Following the “Special Account & Contract Conditions” SOP Go to the “Contract” and add the Special Contract Alert Condition as “Homeowner Transfer - Home Sale”
11	Once the Home Sale is completedw and confirmed by Launch we will receive an email confirmation coming from Launch. then we need to forward that email to Marti , he will include it in a specific tracker property transaction will create a CA for O&M providing the following data on the right hand side box From the Original Case tag Marti Ranea	Include in the Case Assignment the following: Original’s Homeowner’s Name Buyer’s Contact information (Name, Address, Phone Number, Email) Contract ID Effective Date/Closing Date NOTE: Send these Information to Omnidian at “everbrightsupport@omnidian.com”
12	As soon as you receive the Account Servicing’s Email confirmation you must access the following tracker (Click Here) And fill out each field in the columns with the correct information	Enter screenshot of the tracker view here
13	Then follow the next steps based on the type of RIC:	IF RIC 2.0 Create a Case Assignment for Operations and Maintenance (O&M) Include the following: Original’s Homeowner;s Name Buyer’s Contact information (Name, Address, Phone Number, Email) Contract ID Effective Date/Closing Date Then Go to Step 14 IF RIC 1.0 Homeowner should contact the Inverter’s Manufacturer for Monitoring Setup Provide the proper Manufacturer’s Contact Information to the New Homeowner (Click Here) Then Go to Step 14
14	Once all steps have been completed, Close the SalesForce Case