Update Contact Information Request [MyEverBright and Account Servicing Portal]

Background:

A contract holder, homeowner, or an authorized person on behalf of the contract holder may contact support through a phone call, chat, or email requesting to change/update contact information. This request can also be received via email from Account Servicing. The following contact information could be updated:

Email
Phone Number
Billing address

Process Overview

Step	Action
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	Use the following table to update contact information via MyEverBright Portal: Update email/JIRA ticket with the following information: Request Type: Account Management 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	Verify how process is Proceed to Step 4*
	M3 has been approved	Refer customer to https://myeverbright.com/dashboard portal to update their own contact information
4

Purpose:

A homeowner can contact support to update their contact information. If it is pre-M3, the support agent can update the homeowner's contact information. Post M3 only, the homeowner can update their own contact information through https://myeverbright.com/dashboard. The request can also come via email from Account Servicing.

Account Servicing does not create the customer account in their system until M3 has been approved. If a customer wishes to update their contact information and they are post M2 and pre-M3 approval, they will need to wait until after M3 approval to do so.

Updating the homeowner contact information through MyEverBright Portal

Step	Action
1	Login to https://myeverbright.com/dashboard/overview Log in as Admin Search the Homeowner's name and click on their name Click on Edit User Update the customer’s information Click Save > Submit Changes An EBH ticket will automatically generate on the EBH Queue. Support sends the request to Account Servicing.
2	Auto-Generated Ticket in the EBH Queue: Summary: Homeowner contact updates - [Homeowner’s Name] Request Type: Account Management Reporter: SolarCustomerSupport@accountservicing.com Support Channel: Email 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] Account Servicing will update the billing address/email/phone information on file.
3	Email to customer: 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]”
4	Closing the tickets: 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] “ Close both tickets: A. Resolution: Done B. Resolution Type: Account Management C. Platform Area: Account Management