DUTIES OF EMPLOYEE:
Customer Service Assurance and Dispute Resolutions
Opening and Closing of Office / Department
Facility Presentation and Equipment Maintenance
Architectural Request Management Services
Membership and Board Meeting Management Services
Covenant Violation and Common Area Inspections and Management Services
Official Record Maintenance: Organization/Retention of Required Documents
Registered Agent Services
HOA Website Maintenance
Insurance Policy Management
Maintenance Request Processing, Solicitation and Management of Service Proposal Requests
Mailings, Emails, Sign Postings, Telephone Support
Training and Development of department Staff
Compliance / Enforcement of Corporate Policies and Industry Requirements
Administration of Corporate Software and Applications
Development and Implementation of Workflows
Review and Submission of Financial Reports
Vendor Recruitment and Management
Preparation of Estoppels
Documentation of Company Policy and Procedures
Refer all Legal matters and Formal Complaints to CEO
Timely Performance of all Customer Contract Obligations
- Getting Started
2.1 Payroll Documents: Driver’s License, Social Security Card, W9, I9, Direct Deposit Information
2.2 MHS Employment Agreement
2.3 MHS Policy and Procedure Manual: Access and Certification
2.4 Office Orientation: Hours, Staff Introduction, Opening/Closing Process
2.5 Workspace Orientation: Computer, Desk, Telephone Assignment, Copier & Postage Machine & Codes
2.6 Equipment Checkout: Office Keys, iPad,
2.7 Uniforms
2.8 Business Cards
2.9 Systems Access
2.9.1 Google Apps
2.9.2 ADP Payroll
2.9.3 myHomeSpot.biz
2.9.4 Smartwebs: CCR Module, ACB Module, Communication Module
2.9.5 Echosign
2.9.6 RingCentral
2.9.7 Wufoo
2.9.8 VMS
2.9.9 Egnyte - Ethics and Legal Requirement
3.1 Florida Statute 718 and 720
3.2 Community Documents - Google Calendar
4.1 How to use the Calendar
4.2 Making changes, adding and deleting from the Calendar
4.3 Calendaring Board Meetings, Annual Meetings and ACB Meetings
4.4 Calendaring Sign Installation and Pick Up
4.5 Calendaring Meeting Packages
4.6 Calendaring Bulk Email - ACB Requests
5.1 Receiving the request
5.2 Calendaring the Request
5.3 Receiving Approvals & Approval Letters
5.4 Meeting Minutes
5.6 Entering into Smartwebs for Limited and Full Service Clients
5.7 Entering into VMS for Limited and Full Service Clients
5.8 Posting Minutes to Egnyte - Estoppels
6.1 Receiving the Estoppel Request
6.2 Requesting and Insuring Payment is Received
6.3 Performing the Estoppel Service
6.4 Updating the Estoppel
6.5 When an Estoppel is Required - Ownership Transfers
7.1 What is an Ownership Transfer
7.2 Finding the information if not received
7.3 Performing the Transfer
7.4 What to do if a Bank is taking possession
7.5 How to transfer when a balance is owed - Meetings
8.1 Board Meetings – what happens at a Board Meeting
8.2 Annual Meetings – what happens and what they are for
8.3 ACB Meetings – what happens and what they are for
8.4 How to Prepare – Board Meeting
8.5 Documents Needed for Meeting – Board
8.6 Website Work related to meeting – Board
8.7 Bulk Emails – Board Meeting
8.8 After the meeting – what happens
8.9 Uploading of Minutes Package to Egnyte
8.10 How to Prepare – Annual Meeting
8.11 Documents Needed for Meeting – Annual
8.12 Website Work related to meeting – Annual
8.13 Bulk Emails – Annual Meeting
8.14 Proxies – What they are, what to do with them, how to prepare them for the meeting
8.15 After the meeting – what happens
8.16 Uploading the minutes package to Egnyte
8.17 ACB Meetings – what are they and what are they for
8.18How to Prepare – ACB
8.19 What happens after the meeting
8.20 Uploading the minutes package to Egnyte
9. Website Maintenance
9.1 Website Access – each community
9.2 Areas that we change
9.3 Areas Glenn will change
9.4 When to update website
10. Quick Access Websites
10.1 Community Access
10.2 Closing Company Access
10.3 Other sites for the company
11. Official Records Review
11.1 Requests
11.2 What they can access
11.3 Our Fee
11.4 Response Time
11.5 Who to notify a request was received
11.6 Who can make the request for the review
12. Community Letters and Bulk Email
12.1 When letters are sent
12.2 How you receive the request
12.3 Approval to send letters and emails
12.4 Copying management on all letters and emails
13. Unpaid Assessment Letter Mailing
13.1 What this is
13.2 When these will be sent
13.3 Urgency to send timely
13.4 Billing for the letters
- Meeting Venues
14.1 Typical Meeting Venues per community
14.2 Verifying Venue
14.3 Ensuring access to venue
14.4 Giving special access instructions to manager - Generating Annual Meeting Mailings
15.1 How to create notice
15.2 Southdata vs. MHS
15.3 Billing for Notice - Insurance Policies
16.1 Renewals
16.2 Signatures from Board
16.3 Uploading to Egnyte - Maintenance
17.1 Entering Maintenance & Vendor Assignment
17.2 Following Up
17.3 Gathering Proposals
17.4 Validating Proposals
17.5 Preparing proposals for meetings
17.6 Getting Proposals signed and sent to vendor - Member Support
18.1 Interpreting account statements
18.2 Legal Service paperwork – what to do with it
18.3 Maintenance requests for common areas
18.4 Lights out reports – Reporting and Processing
18.5 Programming access devices and maintaining the database
18.6 Generating welcome letter for new clients
18.7 Parking Decals – Stonebrook
18.8 Account Password resets & Portals
18.9 Returned mail – investigate and resend
18.10 Financial Reports – scanning, interpreting
18.11 Violation Responses - Violations & Compliance Inspections
19.1 How a member gets a violation
19.2 How a member can have the violation closed
19.3 Community Inspections
19.4 What they are for
19.5 How to find and change the violation and the status of in Smartwebs
19.6 How to find and change the violation and the status of in VMS
19.7 What happens if the member does not correct the violation
19.8 Members reporting violations in their community - Common Area Inspections
20.1 Inspection Module in Propertyware
20.2 Who reviews it
20.3 Who gets it
20.4 Why we do it - Billing the HOA
21.1 How we bill the HOA
21.2 What we bill for
21.3 Who bills the HOA - Processing Invoices for the HOA
22.1 How we receive the invoice
22.2 What the Assistant will do with the invoice
22.3 What to do if the invoice is incorrect
22.4 What happens after you process it
22.5 How the invoice gets paid
22.6 Time period to process
22.7 Introduction to Strongroom - Vendors
23.1 How we choose our vendors
23.2 What is required of them
23.3 Working with MHS – Vendor requirements and paperwork - Management Services
24.1 Our contract
24.2 Leads – what to do when you get a lead - HOA Department Staff Meeting
25.1 Performance Reviews
Supporting the Client Relationship Representative
26.1 Rental Basics
26.2 Setting Client Expectations – transferring calls, making appointments, etc.