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How to process financial product requests from a customer. Below are the different types of financial requests and how they should be handled.

1. New Non-Integrated Financial Products

  • Requirements
    • Do they have a Premium or Pro subscription?  Only Premium and Pro accounts can request non-integrated financing
    • Can we accommodate the product? We can model many financial products, but we cannot model non-integrated PACE products. We can model leases, PPA's, pre-paid PPA's and many different types of loans.
    • Do we have the information required to model the product? If it is a new product, ideally we will receive a rate sheet from the customer containing the product information. In lieu of a rate sheet, they will need to provide us with this information.
    • Do we know which products they want to quote?  We can configure as many products a customer can quote, but to expedite the process they should specify the products they want quoted if they give us a rate sheet.
  • If the requirements have not been met:
    • If they are a Basic account, let them know that is not eligible on their subscription plan, but they can contact their account manager if they are interested in an upgrade.
    • If the requester wants a non-integrated PACE product, let them know we offer integrated  PACE Funding, Renew, and soon Ygrene, but we cannot model PACE products.
    • If they do not have a rate sheet ask them to provide one, if they cannot provide it send them this article so we can get the information we need in order to model the product.
    • If they provide a full rate sheet, but did not specify the products, ask them to specify the products they would like to quote, explaining it will expedite the process.
  • After verifying the requirements have been fulfilled, please create a CS ticket. Instructions on how to create the ticket here and instructions on the assignee here.  Always ask if they want dealer fees included, if not previously specified.
  • Place SS ticket in the Workflow status in "Needs Configuration".
  • Once the ticket is UAT (you can see ticket status under linked issues) communicate to the customer their request has been fulfilled and close the ticket.

2. Modifying Non-Integrated Financial Products Dealer Fees

  • Requirements
  • If the requirements have not been met:
    • If they are requesting a Sunlight, product update refer them to Sunlight using this process.Sunlight's solver cannot include dealer fees.
    • If they are requesting updates to HDMC, Lifestyle, or PACE Funding please refer them to their support so they can discuss their pricing. Contact information can be found here.
    • If the requester wants to update their Renew product, the configuration team can determine if it is possible through the API. If a customer wants to update their fees on LoanPal, this can be done on both integrated and non-integrated products.
    • If they do not have a rate sheet ask them to provide one, if they cannot provide it send them this article so we can get the information we need in order to model the product.
    • If they are asking for an edit, when it really should be a new product, please revert to collecting the information outlined above.
  • After verifying the requirements have been fulfilled, please create a CS ticket and assign to yourself. Instructions on how to create the ticket here and instructions on the assignee here.  Always ask if they want dealer fees included, if not previously specified.
  • Place SS ticket in the Workflow status in "Needs Configuration".
  • Complete the dealer fee changes in the CS ticket. Assign to Bogdan, Marko or Vlad depending on their workload.  Instruction on how to update dealer fees are here. Workload distribution can be seen here.
  • Once the ticket is UAT (you can see ticket status under linked issues) communicate to the customer their request has been fulfilled and close the ticket.

4. Sunlight New Products or Updates for Active Credit

  • Requirements
    • Does the request from Sunlight's underwriting team and contain a link to the onboarding sheet? We can only add or modify Sunlight products it if comes from their underwriting team (Cooper, Joseph, Michelle - see ticket SS-5906 as an example) 
  • If the requirements have not been met:
    • If the request is not from Sunlight's underwriting team, refer to the process below.
  • After verifying the requirements have been fulfilled, please create a CS ticket. Instructions on how to create the ticket here and instructions on the assignee here.
  • After CS ticket is created, please assign the SS ticket to Bogdan. Bogdan will communicate with Sunlight and close out ticket.
  • *Note, this is only for Sunlight configuration requests.  For questions such as qualification or Tesla's integration, that should go to Bhargav.

5. Sunlight New Products or Updates for Inactive Credit

  • Requirements
    • Is the organization a direct Sighten client and have inactive credit? More details on this process here.
  • If the requirements have not been met:
    • If the request is not from a direct Sighten client nor is it from the underwriting team, refer the customer to Sunlight using this process.
  • After verifying the requirements have been fulfilled, please create a CS ticket. Instructions on how to create the ticket here and instructions on the assignee here.
  • After CS ticket is created, place SS ticket in the Workflow status in "Needs Configuration".
  • *Note, this is only for Sunlight configuration requests.  For questions such as qualification or Tesla's integration, that should go to Bhargav.


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