Satisfaction Call Policy and Process

Introduction
The Satisfaction Call is the second step in Almika Renewable Finance’s Welcome Call Process. Conducted after the installation of the solar system, this call is critical for confirming the Borrower’s satisfaction with the installation and ensuring payment details are finalized. This call represents the last milestone before funding is released, with only Permission to Operate (PTO) remaining.

This policy outlines the standards and process for Satisfaction Calls, ensuring clarity, transparency, and a smooth transition to project funding.

Policy Overview

The Satisfaction Call serves to:

1. Confirm that the solar system installation has been completed according to the agreement.
2. Reconfirm the Borrower’s first payment date and loan details.
3. Verify the accuracy of the Borrower’s payment information on file.
4. Address any post-installation concerns that could impact funding or project progression.
5. Finalize enrollment into Almika Solar Buyback Plan, if applicable.

If no issues are identified during the Satisfaction Call, the project is considered Funded, leaving only PTO as the final stage.

Process for Satisfaction Calls

1. Scheduling the Call

• The Underwriting Team triggers the call after receiving confirmation of installation completion.
• The Borrower Servicing Team reviews the account in the Portal and any notes from prior stages.

2. Conducting the Call

• Verify that the installation matches the agreed specifications and that the Borrower is satisfied with the system.
• Confirm the first payment date and review payment schedules.
• Verify the payment method on file for accuracy.
• Complete enrollment into Almika Solar Plan, if applicable.

3. Documentation

• The Satisfaction Calls are recorded for quality assurance.
• The calls are reviewed to ensure compliance to regulations and company policy.
• Due to privacy requirements, these calls are not shared outside the company.

4. Follow-Up Actions

• For completed calls, the Borrower receives a summary email via Zendesk.
• If the call fails, a Zendesk ticket is created, and the Dealer is notified to address Borrower concerns.

Key Notes for Dealers

The Satisfaction Call is essential for ensuring Borrowers are fully satisfied and prepared for their loan's funding phase.