SOP – Community Care

Author: kdub

  • 900: Change of Address

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    BILLING/MAILING ADDRESS – General Info BILLING ADDRESS CHANGES REQUEST FOR ANNUAL NOTICE OF ADDRESS, REPESENTATIVE AND RENTAL STATUS (Civil Code section 4041) SECONDARY MAILING ADDRESS REQUESTS/CHANGES (CIVIL CODE 5260) (only for Annual Budget Report, Annual Policy Statement/Audit, documents pertaining to delinquency/foreclosure) BILLING/MAILING ADDRESS – General Info We obtain the billing address for new homeowners who…

  • 500: Escrow

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    Call Screening Call Transferring Instructions Requests for Appraisal Information Pending Litigation Questions FHA/VA Approval Questions How to Request and Pay for Docs & Check Status (Lender’s Certification, CC&R’s, etc.) Requests For General Info & Account Balances Refunds after the Close of Escrow W-9 Requests (Action’s W-9 or a W-9 for a specific HOA) Certificate of…

  • Cheat Sheet (printable version see Links on Lookup tab)

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    For a printable version go to the “Links” on the Management App Lookup tab (any association).  The document is stored on the H-Drive in the Community Care Cheat Sheets folder and is named “Cheat Sheet Notes Revised.”

  • Phone Script Cheat Sheet

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    Opening: “Good _______________(morning/afternoon/evening) this is ___________ (your name). May I please have the address you are calling about?” If you are speaking to a h/o: “And who am I speaking to?” “For account verification purposes, can you please verify your phone # and email address?” OR: “I see that (some of) your contact information is missing.…

  • 407: Payabli Payment Processing

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    GENERAL INFO ONLINE PAYMENTS ERRORS AND PROCESSING ISSUES GENERAL INFO: Payabli is a 3rd party vendor that securely processes homeowner payment online through the Resident Portal. If a homeowner has not been on the Resident Portal to set up their secure account for the first time, an email can be sent to them to invite…

  • 406: Collections

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    General Information Collection process timeline How to stop the collection process Collection process for Special Assessments GENERAL INFORMATION When assessments are unpaid, the collection process proceeds according to the association’s Collection Policy. The Collections Representative in the Accounting Department has access to the Collection Policy and can answer questions that cannot be handled by Community…

  • 405: Payments

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    Paying Special Assessments Paying Normal Monthly Assessments Check Research – “Missing Checks” Stop Payment on Assessment Checks Bank Billpay/Auto-Withdrawal through Owner’s Bank Credit Card Payments Thru Resident Portal/Payabli Recurring Resident Portal/Payabli Credit Card Payments Miscellaneous Payment Information Check Posting in SnapHOA Management App Refunding Overpayments Requests To Transfer Funds From One Account To Another PAYING…

  • 404: Late Charges and Interest Charges

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    General Information Grace Periods Removing a Late Charge or Interest Charge Late charges and interest charges are applied according to the association’s Collection Policy. Any questions regarding the Collection Policy should be directed to the manager.  GENERAL INFORMATION Any account with a past due assessment balance regardless of the amount will be charged a late charge…

  • 402: Accounts Payable: Invoices Dashboard

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    Occasionally, vendors will reach out to inquire if we have received their invoice, what the status of their payment is, to report a lost check and/or to request a reissue of a check, or to report that they received a check from us and they are not sure what it is for.  The Community Manager,…

  • 401: Statements and Coupon Booklets

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    General information Billing Address Coupon Books Statements (& printing a ledger/Resident Transaction Report) E-Statements Statements for HOA’s that are new to Action GENERAL INFORMATION Homeowners are typically billed either by monthly/quarterly/bi-annual statements, or by annual coupon booklets. A list of the associations currently using coupon booklets (and a list of associations that have unique billing),…