This article will walk community members on the new Task function within the Portal.
Monthly Operator Portal Task Review and Completion SOP
Objective
This SOP outlines how team members should review, prioritize, and complete monthly tasks in the Sunbound operator portal across the payment cycle. It ensures tasks are handled consistently during the preview, collect, and review phases, and that unresolved items are escalated appropriately.
Key Steps
1. Log in and locate your task inbox 0:11
- Sign in to the operator portal.
- On the home page, review the Inbox section for your main tasks.
- Also check the Private Pay Overview section, as tasks may appear there as well.
- Open any task by clicking it to launch the side panel.
- Use the side panel to select an action and complete the task directly in the portal.
2. Review preview-phase tasks before the auto-pay date 1:08
- During the preseason/preview phase (about 12 days before the auto-pay date), look for tasks under Billing Exceptions.
- Review tasks related to:
- Unusual charges
- Recent payments that need balance confirmation
- Residents with no charges on file
- Confirm whether balances are correct and verify any exceptions that appear.
- Watch for move-ins and confirm the new resident.
- Add any available contact information or payment method information.
- Watch for move-outs and confirm whether the resident should be deactivated or whether any balance still needs to be sent through.
- Review account setup tasks and approve the first statements for new residents.
3. Handle collect-phase failed payment tasks 2:08
- During the collect phase (about 10 days starting on the first of the month), focus on failed payment tasks.
- Open each failed payment task and choose the appropriate action.
- Available actions include:
- Send the reminder email
- Add a new payment method
- Mark that the account does not use Sunbound
- Remove the task if it is no longer applicable
- Complete the action that best matches the resident’s current situation.
4. Resolve review-phase outreach and dispute tasks 2:37
- During the review phase (about 9 days after the collect period ends), check for additional tasks that may appear.
- For needs outreach tasks, identify residents who are unresponsive or unreachable.
- Take one of the following actions:
- Send a reminder email
- Follow up in person
- Add account information or payment method information
- If your community has disputes enabled, review those tasks as well.
- For dispute tasks, update or cancel the balance as needed, or follow up in person to resolve the issue.
5. Check for leftover tasks in the overview section 3:21
- After the preview phase, review the Overview section for any tasks that remain unresolved.
- Use this area to find tasks that were not completed during the normal workflow.
- Continue working through leftover items until they are resolved or appropriately escalated.
6. Escalate questions and use support resources 3:32
- If you are unsure how to view or handle a task, contact the support team for help.
- Refer to the Knowledge Base in the portal for additional instructions.
- Use these resources whenever a task is unclear or requires confirmation before action.
Cautionary Notes
- Do not ignore tasks that appear in either the Inbox or Private Pay Overview sections.
- Make sure you choose the correct action before completing a task, especially for move-ins, move-outs, and disputes.
- If a task is no longer applicable, remove it only after confirming it should not be worked.
- Unresolved tasks should be checked again in the Overview section so nothing is missed.
- Escalate uncertain cases to support rather than guessing.
Tips for Efficiency
- Check the portal at the start of each monthly cycle and again during each phase change.
- Work tasks directly from the side panel to reduce navigation time.
- Group similar tasks together, such as failed payments or outreach items, to streamline processing.
- Keep resident contact and payment information updated as soon as it becomes available.
- Use the Knowledge Base first for quick answers, then contact support for anything still unclear.