Busy season checklist for management companies
☐ Recommend ACH and online payments to homeowners to reduce call volumes
Posting of mailed check payments are frequently late due post office delivery delays. You can recommend homeowners choose ACH and online payments because they post faster. In addition, you benefit because these payments are typically easier for you to manage.
☐ New Accounts: Remember Your Requirements Changed
Board contact information is now required for new accounts. Please contact your Relationship Manager if you need more information.
☐ Authentication Requirements for Cashier Checks
When requesting cashier checks, we need to authenticate these requests (including check details and security questions) with authorized individuals. Please ensure your authorizers (e.g., board member, management company contracting officer) are available for call-back when you submit requests.
☐ Reduce Mis-Applied Payments
☐ Send your annual HOA updates early
Beat the rush of increased volumes, by sending your requests early for:
• New accounts
• Signature card updates
• Automated transfers
☐ Place coupon orders
If you have not done so already, now is the time to place your coupon orders for next year. To prevent errors, rejects, processing delays, and increased No Doc volumes, email a sample coupon to your Relationship Manager for testing.
☐ Submit inquiries through the online support ticket system
Our support ticket system efficiently routes your inquiry to the appropriate customer service specialist for processing. Tracking information is also available to provide you with the status of your request. Please remember to select the correct ticket type.
To create a Support Ticket:
• Sign on to the Support Center
• Hover over the Support tab across the top navigation bar
• Click on Ticket Dashboard
• Click on the New Ticket button
☐ Check your secure messages routinely
Access important communications through this secure channel
☐ Complete your Commercial Customer Service (CCS)
Instead of answering security questions to authenticate your account, you can register for a PIN and use it for identity confirmation. The CCS Agreement is available in the Support Center in the Miscellaneous section under Resources/Document Library
☐ Contact us through the Customer Service phone system, 888-705-0600.
To expedite your call, please note the options below:
Option 1 – Homeowners needing assistance with password resets or online payment
Option 2 – Management company representative support. From this sub-menu, you may choose one of the following options:
• Option 1 – ACH Specialist
• Option 2 – HOA Customer Service
Option 3 – Self-service for your Union Bank® account
Note: The Union Bank customer service team is only able to answer homeowner questions about online payments that are originated through our HOA Services site. We do not have access to your accounting system. All other payment questions should be directed to you, the management company.
Download a PDF version of the Busy Season Reference Guide for Homeowners