This article walks Business Office Managers on what to do in the Review Stage.
Sunbound Review Stage:
1. Open the Private Pay review dashboard 0:00
- Go to the main page in Sunbound.
- Click the Private Pay button on the left side.
- This is the area used for the review stage of the cycle.
- The review stage typically appears between the 11th and the 20th of the month.
2. Check the overdue balance dashboard 0:32
- At the top of the page, review the dashboard of overdue balances.
- This shows:
- Balances for the current month
- Balances from past months
- The reasons collections have not been completed
- Use this view to quickly understand what still needs attention.
3. Review the task list for action items 0:41
- Look through the tasks shown in the review stage.
- These tasks are important because they help ensure you collect every possible dollar for your location.
- Work through the tasks in order so nothing is missed.
4. Handle account setup tasks 0:51
- Account setup tasks usually mean new residents moved in and their information is missing.
- You may need to:
- Collect missing resident information
- Add a payment method
- Set up AutoPay
- Send the first invoice
- Best practice: collect this information during move-in to reduce back-end tasks.
5. Resolve failed payment tasks 1:18
- Failed payment tasks indicate a payment did not go through.
- Sunbound may already be pursuing these residents, but the community can also help resolve them.
- Possible actions include:
- Resend the payment reminder
- Help update the payment method
- Update the balance
- Example: a resident may have had insufficient funds.
6. Take action on needs outreach tasks 1:50
- Needs outreach means the resident has been unresponsive or needs another contact attempt.
- Choose how you want the resident to be contacted.
- Available actions may include:
- Resend the payment reminder
- Follow up in person
- Make a separate call
- Update the balance
- Mark the resident as moved out
- After selecting an action, complete the task so it moves through the cycle.
7. Review and resolve disputes 2:23
- Disputes are flagged for you to review when a resident questions their bill.
- Check whether:
- Something is incorrect
- The balance should be zeroed out
- The resident needs to be spoken with in person
- Use the available options to update the account appropriately.
8. Finish the review stage and get support if needed 2:44
- These review-stage items typically appear between the 11th and the 19th.
- Completing them helps close out the cycle and improve collections.
- If you need help:
- Use the Support resources on the left-hand side
- Email help@sunbound.ai