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Collections (Delinquencies) Configurations Manual

This manual details the configurations that are currently part of your Collections Pipeline.

Collections Pipeline

  1. Working Collections
  2. 5-Day Notice
  3. Review For Eviction
  4. Processing Eviction
  5. Court Date Scheduled
  6. Post-Eviction
  7. Mediation
  8. On Hold (Pay This Month)
  9. Special Circumstance - 30 Day Plus
  10. Zero Balance (Closed)
  11. Eviction Complete (Closed)
  12. Don't Move Deals Here (Automation)

Deal Automation/Process

Deals are automatically created from the bridge in the Working Collections Stage.

Working Collections

Automation: [COLLECTIONS] 03 - Deal Stage - Working Collections

Deals are automatically created in this stage by the bridge.

  • An email [COLLECTIONS] 051 - Outstanding Balance - 1 [WORKING] is sent to the tenant.
    • Hi Valued Client,

      This email is to inform you that there is an outstanding balance on your account. The total due is *Contact Property Manager*. You can log into your tenant portal to see a breakdown of the total due and make a payment.

      Keep in mind that late fees will post until the balance is paid in full and that all payment history will be reported to the credit unions. 

      If you have any questions or would like to speak with your property manager, please feel free to schedule a time that is convenient for us to reach out to you using this meeting link:

      Sincerely,

      Keyrenter Property Management

      IMPORTANT:  The outstanding balance listed in this email is only an estimate and subject to change. If you recently made a payment today, please disregard this message. Our system takes up to 24 hours to refresh the balance. 

  • A text message is sent to the tenant.
    • You have an outstanding balance on your account. Please log into your tenant portal, krt.rent/tenants, to make a payment. Notice, late fees will continue until the balance is paid in full. If you already made a payment today, please disregard this message. - Keyrenter Property Management.
  • A ringless voicemail is sent to the tenant.
    • Hello -- This is a message from Keyrenter Property Management. We are contacting you regarding the account for your rental property. Our records indicate that there is currently an outstanding balance. Please log in to your tenant portal today to make a payment. If you have already made a payment, please disregard this message. Thank you.
  • 1-day Delay
  • An email [COLLECTIONS] 051 - Outstanding Balance - 1 [WORKING] is sent to the tenant.
    • Hi Valued Client,

      This email is to inform you that there is an outstanding balance on your account. The total due is *Contact Property Manager*. You can log into your tenant portal to see a breakdown of the total due and make a payment.

      Keep in mind that late fees will post until the balance is paid in full and that all payment history will be reported to the credit unions. 

      If you have any questions or would like to speak with your property manager, please feel free to schedule a time that is convenient for us to reach out to you using this meeting link:

      Sincerely,

      Keyrenter Property Management

      IMPORTANT:  The outstanding balance listed in this email is only an estimate and subject to change. If you recently made a payment today, please disregard this message. Our system takes up to 24 hours to refresh the balance. 

  • A ringless voicemail is sent to the tenant.
    • Hello -- This is a message from Keyrenter Property Management. We are contacting you regarding the account for your rental property. Our records indicate that there is currently an outstanding balance. Please log in to your tenant portal today to make a payment. If you have already made a payment, please disregard this message. Thank you.
  • 1-day delay
  • An email [COLLECTIONS] 051 - Outstanding Balance - 1 [WORKING] is sent to the tenant.
    • Hi Valued Client,

      This email is to inform you that there is an outstanding balance on your account. The total due is *Contact Property Manager*. You can log into your tenant portal to see a breakdown of the total due and make a payment.

      Keep in mind that late fees will post until the balance is paid in full and that all payment history will be reported to the credit unions. 

      If you have any questions or would like to speak with your property manager, please feel free to schedule a time that is convenient for us to reach out to you using this meeting link:

      Sincerely,

      Keyrenter Property Management

      IMPORTANT:  The outstanding balance listed in this email is only an estimate and subject to change. If you recently made a payment today, please disregard this message. Our system takes up to 24 hours to refresh the balance. 

  • A text message is sent to the tenant.
    • You have an outstanding balance on your account. Please log into your tenant portal, krt.rent/tenants, to make a payment. Notice, late fees will continue until the balance is paid in full. If you already made a payment today, please disregard this message. - Keyrenter Property Management.

  • 1-day delay

  • An email [COLLECTIONS] 052 - Outstanding Balance - 2 [WORKING] is sent to the tenant.

    • Hi Valued Client,

      We previously sent you an email regarding the outstanding balance on your account. You have not made a payment nor have we heard from you. The total due is *Contact Property Manager*.

      You can log into your tenant portal to see a breakdown of the total due and make a payment. Keep in mind that late fees will post until the balance is paid in full and that all payment history will be reported to the credit unions. 

      If you have any questions or would like to speak with us, please feel free to schedule a time that is convenient for us to reach out to you using this meeting link: 

      Sincerely,

      Keyrenter Property Management

      IMPORTANT:  The outstanding balance listed in this email is only an estimate and subject to change. If you recently made a payment today, please disregard this message. Our system takes up to 24 hours to refresh the balance. 

  • A text message is sent to the tenant.
    • You have an outstanding balance on your account. Please log into your tenant portal, krt.rent/tenants, to make a payment. Notice, late fees will continue until the balance is paid in full. If you already made a payment today, please disregard this message. - Keyrenter Property Management.
  • A ringless voicemail is sent to the tenant.
    • Hello -- This is a message from Keyrenter Property Management. We are contacting you regarding the account for your rental property. Our records indicate that there is currently an outstanding balance. Please log in to your tenant portal today to make a payment. If you have already made a payment, please disregard this message. Thank you.

  • 1-day delay

  • Deal automatically moves to 5 - day Notice stage.

5-Day Notice

Automation: [COLLECTIONS] 04 - Deal Stage - 5-Day Notice

Deals are automatically moved to this stage from the Working Collections stage.

  • A ringless voicemail is sent to the tenant.
    • Hello -- This is a message from Keyrenter Property Management. We are contacting you regarding the account for your rental property. Our records indicate that there is currently an outstanding balance. Please log in to your tenant portal today to make a payment. If you have already made a payment, please disregard this message. Thank you.
  • 1-day delay
  • A text message is sent to the tenant.
    • We have not heard from you regarding your outstanding balance. Our next option is to review your file for eviction. Please contact us regarding your balance. If you already made a payment today, please disregard this message. -Keyrenter Property Management
  • An email [COLLECTIONS] 053 - Outstanding Balance - 3 [WORKING] is sent to the tenant.

    • Hi Valued Client,

      We have not heard from you regarding your outstanding balance. Our next option is to review your file for eviction. Eviction filing will have an adverse effect on your credit. You can log into your tenant portal to see a breakdown of the total due and make a payment.

      Please contact our office immediately regarding your balance.

      Keep in mind that late fees will post until the balance is paid in full and that all payment history will be reported to the credit unions. 

      If you have any questions or would like to speak with us, please feel free to schedule a time that is convenient for us to reach out to you using this meeting link:

      Sincerely,

      Keyrenter Property Management

      IMPORTANT:  The outstanding balance listed in this email is only an estimate and subject to change. If you recently made a payment today, please disregard this message. Our system takes up to 24 hours to refresh the balance. 

  • 1-day delay
  • An email [COLLECTIONS] 055 - Pre-Eviction Review - Tenant [3-DAY] is sent to the tenant.

    • Hi Valued Client,

      This email is to inform you that there is still an outstanding balance on your account.   If the balance is not paid, your file will be placed under review for eviction.

      Please log in to your tenant portal to pay your balance to avoid further action.

      Keep in mind that late fees will post until the balance is paid in full and that all payment history will be reported to the credit unions. 

      If you have any questions or would like to speak with us, please feel free to schedule a time that is convenient for us to reach out to you using this meeting link:

      Sincerely,

      Keyrenter Property Management

      IMPORTANT:  The outstanding balance listed in this email is only an estimate and subject to change. If you recently made a payment today, please disregard this message. Our system takes up to 24 hours to refresh the balance. 

  • A text message is sent to the tenant.
    • We have not heard from you regarding your outstanding balance. Our next option is to review your file for eviction. Please contact us regarding your balance. If you already made a payment today, please disregard this message. -Keyrenter Property Management
  • A ringless voicemail is sent to the tenant.
    • Hello -- This is a message from Keyrenter Property Management. We are contacting you regarding the account for your rental property. Our records indicate that there is currently an outstanding balance. Please log in to your tenant portal today to make a payment. If you have already made a payment, please disregard this message. Thank you.
  • 1-day delay
  • Deal automatically moves to the Review for Eviction stage.

Review for Eviction

Automation: [COLLECTIONS] 05 Deal Stage- Review for Eviction

Deals are automatically moved to this stage from the 5-Day Notice stage.

  • A task is created and assigned to the deal owner: Review Tenant for Eviction: DEAL NAME

    • Review Tenant for EVICTION

      Deal Name: DEAL NAME

      Deal Creation Date: CREATE DATE

  • An email [COLLECTIONS] 056 - Eviction Review - Tenant [EVICT_REVIEW] is sent to the tenant.

    • Hi Valued Client,

      This email is to inform you that your file is now under review eviction.  In the event we do not receive payment on your account, we will have no choice but to file for eviction with the court.  Once we have filed the eviction, your account will be assessed a $200 fee to cover these costs.

      Please log in to your tenant portal to pay your balance to avoid further action.

      Keep in mind that late fees will post until the balance is paid in full and that all payment history will be reported to the credit unions. 

      If you have any questions or would like to speak with us, please feel free to schedule a time that is convenient for us to reach out to you using this meeting link: 

      Sincerely,

      Keyrenter Property Management

      IMPORTANT:  The outstanding balance listed in this email is only an estimate and subject to change. If you recently made a payment today, please disregard this message. Our system takes up to 24 hours to refresh the balance. 

  • 1-day delay
  • An email [COLLECTIONS] 057 - Eviction Rev - Outstanding Balance [EVICTION_REVIEW] is sent to the tenant.  

    • Hi Valued Client,

      Your file is currently under review for eviction.  It is very important that you pay the outstanding balance on your account.  

      In the event we do not receive payment on your account, we will have no choice but to continue the eviction process with the court. Once we have filed the eviction, your account will be assessed a $200 fee to cover these costs.

      Please log in to your tenant portal to pay your balance to avoid further action.

      Keep in mind that late fees will post until the balance is paid in full and that all payment history will be reported to the credit unions. 

      If you have any questions or would like to speak with us, please feel free to schedule a time that is convenient for us to reach out to you using this meeting link: 

      Sincerely,

      Keyrenter Property Management

      IMPORTANT:  The outstanding balance listed in this email is only an estimate and subject to change. If you recently made a payment today, please disregard this message. Our system takes up to 24 hours to refresh the balance. 

  • A text message is sent to the tenant.
    • Your file is under review for eviction. It is important that you pay the current balance. If we do not receive payment on your account, we will have to continue the eviction process. - Keyrenter Property Management
  • 1-day delay
  • Deal automatically moves to the Processing Eviction stage.

Processing Eviction

Automation: [COLLECTIONS] 06 - Deal Stage - Processing Eviction

Deals are automatically moved to this stage from the Review For Eviction stage.

  • A task is created and assigned to the deal owner: Start Eviction Processing & Order Drive by Inspection: DEAL NAME

    • 1. Start Eviction Processing

      2. Order a Drive-By Inspection

      (Ticket Created by Checking "Yes" on "Create Drive-By Inspection" Field.)

NOTE: Drive-By Inspection Pre-Eviction ticket is created and assigned to Manuel Oliviera by selecting "Yes" on the [Create] Drive-By Inspection Ticket (PRE-Eviction) under the Collections section from the left side panel of the deal.

  • An email [COLLECTIONS] 058 - Eviction Notice - Tenant [PROC_EVIC] is sent to the tenant.  

    • Valued Client,

      This notice is to inform you that we are proceeding with filing an eviction regarding your lease and outstanding balance. We have now assessed your account a $200 fee to cover the eviction costs.

      Please log in to your tenant portal to pay your balance to avoid further action.

      Keep in mind that late fees will post until the balance is paid in full and that all payment history will be reported to the credit unions. 

      If you have any questions or would like to speak with us, please feel free to schedule a time that is convenient for us to reach out to you using this meeting link:

      Sincerely,

      Keyrenter Property Management

      IMPORTANT:  The outstanding balance listed in this email is only an estimate and subject to change. If you recently made a payment today, please disregard this message. Our system takes up to 24 hours to refresh the balance.

  • A text message is sent to the tenant.
    • Please log into your tenant portal, krt.rent/tenants, to pay your balance. We are proceeding with filing an eviction regarding your lease and outstanding balance. A $200 charge has been posted to your account to cover the cost. - Keyrenter Property Management

Court Date Scheduled

Move deals here when Court Date is scheduled.

Automation: [COLLECTIONS] - Court Date Scheduled

  • A task is created and assigned to the deal owner: Notify the Owner of Court Date
    • Notify the owner of court date and expected timeline.

Post-Eviction

Deals are MANUALLY moved into this stage when the eviction is complete.

Automation: [COLLECTIONS] 07 - Deal Stage - Eviction Won - Deal/Ticket Tasks

  • A task is created for the deal owner: Eviction Won Deal/Ticket Creation: Deal Name
    • The Eviction for, Deal Name , has moved to the "Post-Eviction - Hearing (Won) stage.
      Please check the following fields in the Deal to create the appropriate related Deals & Tickets (will be created via automation):
      Create Drive-By Inspection Ticket (POST- Eviction)
      Create Move-Out Deal (POST-Eviction)
      Create Move-Out Inspection Ticket (POST-Eviction)
      Create Make-Ready / Set out Ticket (POST-Eviction)
      Create Leasing Deal (POST-Eviction)

TIP: In the associated deal, navigate to the Collections Panel on the left side of the deal. Under each ticket needed, select YES from the field dropdown to create the associated tickets:

Mediation

Automations:

THA Mediation Process

Mediation Testing Workflow

  • A task is created and assigned to Emily Valiente: Fill out and Send information to Mediation

    • Fill out and send in the following documents:

      1. Consent to Mediate

      2. Intake Landlord Tenant Mediation

  • An email Early Settlement Mediation - Intake Form Information is sent to the tenant.  

    • Keyrenter Tulsa participates in the Gold sTar..... program. As part of that program, we have agreed to participate in early term... mediation. This email serves to alert you that we have sent through an intake form to the City of Tulsa. Someone with that program will be reaching out to you to setup a time for mediation. 

      If you feel this is an error.....Reached you in error.....

      If you have mediation questions or would like to contact the city of tulsa mediation department directly..., please reach out to susan@.....

On Hold (Pay This Month)

Automation: Notification of Payment Plan

  • A task is created and assigned to the deal owner: Notification of Payment Plan
    • Send a notification to the owner that the tenant is under a payment plan and keep them updated on the status of payment.

Special Circumstance - 30 Day Plus

Automations: Notification of Payment Plan

  • A task is created and assigned to the deal owner: Notification of Payment Plan
    • Send a notification to the owner that the tenant is under a payment plan and keep them updated on the status of payment.

Zero Balance (Closed)

Automations: There are currently no automations in this stage.

Deals that have a zero balance will be automatically moved here from the bridge.

Eviction Complete (Closed)

Automations: There are currently no automations in this stage.

Deals should be manually moved here when an eviction has been completed.

Don't Move Deals Here (Automation)

Automations: There are currently no automations in this stage.

Deals are automatically moved into this stage from the bridge if the tenant still has a balance.