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Back Office: Home Sale Transfer

Back Office: Home Sale Transfer

Owned by Rafael Gonzalez
Last updated: Jan 27, 2025
9 min read

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:

Step

Action

Step

Action

1

Take note of who is contacting us to determine if it is the Homeowner, Account Servicing or an Escrow/Title Agent

 

2

  • Where is the Request Coming from?

IF Homeowner:

If the customer mentions they’ve already spoken with Account Servicing but are still being transferred back to us, check if there is an open case being handled by the property transactions team

  • If a case is open, tag the case owner and inform the customer that we will get back to them within 24 to 48 business hours

  • If M3 Not Approved:

    • Ask the customer if they have panels installed

    • Refer the customer to their installer by stating the following:

      • “Since the system has not yet been activated, you will need to speak with the installer to inform them about the home sale and provide the estimated closing date. Please note that we cannot facilitate the transfer until the project is completed.”

    • then Stop.

 

 

IF Account Servicing:

  • Requests for Home Sale Transfers coming from Account Servicing should be directed to the property transaction team

 

 

IF Escrow/Title Company:

If the customer mentions they’ve already spoken with Account Servicing but are still being transferred back to us, check if there is an open case being handled by the property transactions team

  • If a case is open:

    • tag the case owner

    • Add in notes the Customer’s contact information (Full Name and Email Address)

    • Then; inform the customer that we will get back to them within 24 to 48 business hours

  • If M3 Not Approved:

    • Explain to the customer that the Homeowner will need to contact their installer by stating the following:

      • “Since the system has not yet been activated, the homeowner will need to speak with the installer to inform them about the home sale and provide the estimated closing date. Please note that we cannot facilitate the transfer until the project is completed.”

    • then Stop.

 

 

Back-Office Support

Step

Action

Step

Action

1

  • Home Sale Transfer requests should be sent via Email to the Back Office Team from the Account Servicing Department

    • Once received, Proceed to step 2

 

2

3

  • Then Go to Engine and log in as

    • Organization:

      • “Post-PTO Transfers”

    • User:

      • “Everbrightadmin@postptotransfers.com”

 

 

image-20250106-161427.png

 

4

  • Click on “New Lead” and search for the address included in the Case Description:

image-20250106-161744.png
(1)

 

5

  • Go to the “Contact” Phase

 

6

  • Add the Buyer’s Information

    • (If there are two buyers then add both)

 

 

7

  • Also add the Contract ID number as a Contact too by using the following format:

    • First Name:

      • “Contract ID number”

    • Last Name:

      • “Contract_id”

 

 

8

  • Go to the “Qualification”
    Phase

  • Click on the “Actions” Dropdown menu and Run Pre-Qual

 

 

9

  • Go to the following Home Sale Tracker (Click Here)

    • And complete the information for each column under the “Home Sales & Transfers” Sheet

 

10

  • Did the Qualification Pass?

IF YES:

IF NOT:

  • Account Servicing will handle notifications, meaning they will inform the homeowner about the available options for proceeding with the Home Sale Transfer

  • So Close the Case and Stop

 

Home Sale Transfer - Qualification Passed

Step

Action

Step

Action

1

  • Obtain a Copy of either PPA or RIC Agreement and the Most recent HO/NCCO (If Applicable)

 

2

  • Populate Assignment Assumption (A&A) form with required information

    • Merge the either PPA or RIC Agreement

3

  • Expect to receive the following back:

  • Once the Home Sale Transfer is completed by Launch, we will receive an email from them confirming the completion. (Which is the one created in Zendesk)

 

4

  • 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

  • Finally; click on “Save”

 

 

 

 

5

 

 

 

 

6

  • Then; You must access the following tracker (Click Here)

    • And fill out the following Columns with the correct information

 

7

  • Create the New Homeowner’s Account on the MyEverbright Portal

  • Locate the Account in MyEverbright portal by using the Contract ID number

 

  • Scroll Down to the “Transfer or Archive an Account” Section and click on “Transfer Account”

 

 

  • Then Click on “Yes, Create Homeowner”

 

 

  • Add the New User Contact and Click “Next”

    • First Name

    • Last Name

    • Email

    • Phone number

 

 

  • Add the Billing Address

    • Street Address 1

    • Streeet Address 2 (Optional)

    • City

    • State

    • Zip

  • then click “Next”

 

 

  • Once the Buyer and Co-Buyer (If Applicable) has been added; Click on “Transfer Account”

8

  • Finally; follow the next steps based on the the following considerations:

IF PPA:

IF RIC:

 

9

  • Once all steps have been completed

    • Close the SalesForce Case