When and How to Escalate Matters to Legal

STEP

ACTION

1

• Did the customer or an attorney send via email a legal document(s)?

  • If yes, transfer the email within CXOne to the queue ‘Email-Escalations’ and Stop

  • If no, proceed to Step 2

2

• Did the customer threaten/allege to file a lawsuit or obtain an attorney?

  • If yes:

    • Advise:

      • We’re happy to discuss this with your attorney if you would like, but I believe we can work through this together if you’ll allow me the opportunity to earn your confidence.

    • Follow appropriate process(es) and Stop

  • If no, proceed to Step 3

3

• Determine if the matter qualifies for escalation to Lead Resolution Specialist/Legal

  • If yes:

    • Advise:

      • EverBright’s Legal team will work directly with the customer’s attorney

      • All communication going forward regarding the customer’s concern must be handled between our Legal team and the customer’s attorney

      • Only if Legal’s contact information is requested, provide LEGAL@GOEVERBRIGHT.COM

    • Create a case under the customer contact record

      • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

        • Fill in:

          • Customer Request Type

          • Case Description

            • Detailed information regarding the case

      • Create a case assignment and assign it to Customer Support Resolution Specialist

        • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Assigning-a-case-to-the-back-office-queue

    • Stop

  • If no, follow appropriate process(es) and Stop

QUALIFIERS

• A lawsuit has been filed.

• A customer/customer’s attorney is contacting EverBright to obtain Legal’s information.

• The Attorney General of the customer’s state notifies EverBright of a filed complaint.

• The potential exposure involves $10,000 in cash payments or the value of products/labor provided.

• EverBright receives a UCC Lien Notice.

• Attorney Demands

• Regulatory - Consumer

• Litigation

• Arbitration

• Deceased Customer

• Information Request

• Attorney General Complaint

• General Legal Questions

• Conservatorship

→ BACK TO PROCESS OVERVIEW

1

• Review case assignment from Customer Support Agent

  • Does it meet legal escalation requirements?

    • If yes, proceed to Step 2

    • If no, reject case assignment with rejection reason/next steps (if applicable) and Stop

2

• Create the following case assignments to the following departments:

  • Legal/Compliance

  • O+M/Fleet (Only applicable to PPAs)

• Update Salesforce special account notations to Legal

• Notify Launch Account Servicing that the customer has obtained legal counsel

  • Send email to clientservices@launchservicing.com with the following information:

    • Attorney Name

    • Law Firm

    • Phone Number

    • Address

    • Email

3

• Close the case assignment once all departments have closed their case assignment

  • Include notes provided by Legal/Compliance of outcome

STEP

ACTION

1

• Create a case under the customer contact record

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

Fill in:

• Customer Request Type

• Case Description

  • Detailed information regarding the case

2

• From the related tab on the case, download and attach any required documents (e.g., customer’s contract, change orders, signed documents, etc.)

3

• Create a case assignment and assign it to Compliance/Legal

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Assigning-a-case-to-the-back-office-queue

• Referral Reason (choose one)

  • Attorney Demand

  • Attorney General Complaint

  • Litigation

  • General Legal Questions

  • Conservatorship

• Referral Comments:

  • Add additional information regarding the case

• Select New Legal Form

  • Complete all the required fields.