INDEX Search by INDEX ROLE

Explanation
1 A1 General Due to multiple lines coming in, you will need a general
Greeting greeting
2 A2 General Common Numbers and Emails to Give Out
Company
A3 Team India Back office team leads and roles
A4 General Email Info@AshokaLion.com is admin email and will flow to
our Archive@ashokalion.com so staff will need to
review emails and get comfort if someone is sending
email and it is misspelled forwarding to others, or
getting appropriate support staff to review before
escalating to manager or Jay.
3 B1 Buildium Task Task our how you can track projects to others. You will
also probably alert members who are key by skyping or
gchating that you assigned a task (and each task has a
number as well)
Setting Up
Rental Tenants
B2 to the Portal Tenants have to access. LionRentalManagement.com
Setting Up
Homeowner
Access to Homeowners have to access
B3 portal LionCondoManagement.com
Reviewing
B4 Ledgers Understanding how to read ledgers
Signing in as
B5 user Walking them through how they
Resetting
password and
B6 log in People forget and sending them the log in
Every time owners or tenants call, we should compare
contact information provided and update the system
Owner or and put notes under tenant , homeowner, and owner
tenant update notes that we have received new information, and note
B7 information what was changed.
Turning off
access to Some homeowners do not want to get emails from
discussion discussion board, so you should know how to log in and
B8 board change.
Walking tenant FIrst check if this option is on for this association or
or homeowner property (log in first), but then explain how to setup their
B9 on how to pay payment.
HPM, APM, DPM, Maintenance, Remodeling, etc if
homeowner calls or vendor and says that someone is
C1 Reviewing not there or to know if person maybe available or not to
4 Calendar provide information
Creating Support should track request to make sure they are
Calendar being seen and at least worked on, so creating a task to
C2 Events follow up and check.
Reviewing Understanding that agents or parties may call and ask
5 D1 Active Listing about real estate.
Applying for our Understanding how to walk agents or prospects through
D2 property to apply
Check fax and mailbox forwarding & informing team
D3 Checking fax india
6 E1 Banks, Real Explain to email: Association Manager request. Be on
 Estate Agents
calling for client
selling home
and need docs look out for the request. Put in task.
If we do send resale certificate, emailing party and
Resale Follow calling to confirm receipt. Putting on calendar to follow
E2 Up up and see if we received.
Calling
homeowners to
let them know
payments were
received or Update task, put in time of call, if feedback need or
E3 simple inquiries follow up, edit task and add due dates, put on calendar
Alerting manager or Jay to see if we can write an
acknowledgement statement or contact the owner to
For Discussion find out about the issue. TEach them how to navigate
E4 board inquiries specific request from discussion board to request tab.
If it is early in month (before 8th or 9th), there maybe
Tenant calls in time to fill in past due rent agreement. If it is later, put
stating they are task in to Assistant Manager (Sheila) to help review with
7 F1 paying late manager what to do.
Look up account and let tenant know that they are
under eviction status and they must speak to a
Tenant call in manager. Get their contact information (Phone, work,
and are in can they get text, and email) and best times (get a few
F2 eviction status times down).
We do want tenants to put in repairs via the portal, but
what we can do is put notes if we put in task for them
as a courtesy (maybe 2 times a year 3.10.15 policy)
under tenant notes that we instructed them. If person
has ability but fails to do so, then we can put a future
protocol in stating “Due to protocol, I am not allowed to
put in non-emergency repairs past a courtesy amount
of 2 times a year. To do this, after call, we must also
confirm if they have computer or way to fax in
paperwork. If they do not have computer, we put in
task. We should see if they access portal, how they
Tenant calls in pay, etc. to see if we utilize the blocking of calling in
F3 repair phone repairs.
Tenant may call in stating they are having trouble
paying with Cash pay card at Walmart, etc. This needs
to be put in task to manager. However, we should be
Tenants having able to email instructions and card numbers. We should
trouble paying put all tenant card numbers that are active in the tenant
with Cash Pay notes. This way, you can make sure if card was
F4 Card replaced,etc that it is tracked.
First level is to create a task and assign to a manager
Agent wants to to review status. Put a reminder on 1st level support to
discuss status see if task was responded to in 24 hours and if not, call
of a application, manager and ask. Reassign task. Call agent and
F5 etc provide answer. Complete task.
A1) General Greeting

Thank you for calling Ashoka Lion (Ah-SHOW-KAH Lion) management firm. My name is (INSERT NAME). How may I
help you?

If unsure of customer’s concern

Scenario1: Customer would like to talk to the manager:

Verify Information and purpose of call. like: Name, Property Information, Email and Contact No.

I have your information here, Your name, contact no., email and best time that we can call you. I will forward your
concern to our manager and he/she will give you a call back.

By the way you may always log on to your account online (specify the correct website) wherein you can check your
account anytime, make payment and send us your message and inquiry and it’s evenfaster than making calls. It will
route you directly to dedicated department

During calls add task to Buildium

A2 Company Emails and Information

City
Dallas Mailing Address
Houston office and Mailing
Company Line
Houston Marketing Line
Comment
6100 Tennyson Parkway, Suite 100, This office is used for mail and
Plano, TX 75024 setting meetings as staff in Dallas
work remotely
2506 La Branch, Suite B, Houston, This is our central office location. It
TX, 77004 is near downtown Houston (near St.
Joseph Hospital) near the
intersection of La Branch and
McGowen.
Main Number: 832-364-6025 This number is our company
number. We have numbers for
specific management divisions if
people want office number for a
particular group of managers.
832-295-0541 This is number to our real estate
brokerage department.

832-295-0947 This number will skip the longer menu

Houston Rental Email: HPM@AshokaLion.com options found on the corporate site
Property Management and takes them to specific menu. The
email is the general distribution list for
each division of the company.
Dallas Rental Property 214-726-0523 This number will skip longer menu
Management Number Email: DPM@AshokaLion.com and take them to Dallas rental
management specific menu. The
email is the general distribution list for
each division of the company.
Houston Association 832-947-1768 This number will skip the longer menu
Number Email: AssociationManager@AshokaLion.com options found on the corporate site
 and takes them to specific menu. The
email is the general distribution list for
each division of the company.
THIS ROW LEFT INTENTIONALLY BLANK
THIS ROW LEFT INTENTIONALLY BLANK

Houston Rental GCHAT: LANA.NINO@Ashokalion.com Lana is running our rental portfolio. If

Property Manager she is unavailable, you can reach out
Work Cell Phone: 832-728-4843 to Jay Raman. This person is if
Work Office: 361-248-8013 person continues to call back, hostile,
and if written request have not been
answered in a timely manner (usually
within 24-48 hours for non
emergency; emergency danger to
building or person sooner)
Dallas Rental Property GCHAT: Leandy is running our rental portfolio
Manager: First Leandy.Garcia@AshokaLion.com for two owners currently, and she will
American Borrower and Work Cell: 956-224-0964 eventually change to total portfolio
American Housing (3.10.15). If she is unavailable, you
REIT can reach out to Joshi.Joseph. This
person is if person continues to call
back, hostile, and if written request
have not been answered in a timely
manner (usually within 24-48 hours
for non emergency; emergency
danger to building or person sooner)
Dallas Portfolio GCHAT: Joshi.Joseph@AshokaLion.com Joshi is running our rental portfolio
Work:972-863-2080 but is primary on the rest of the
Personal (Do Not give to tenants or people portfolio till further notice. If he is
calling): 214-566-0509 unavailable, you can reach out to
Leandy for emergency type matters
for non emergency, Joshi is good
person to contact. This person is if
person continues to call back, hostile,
and if written request have not been
answered in a timely manner (usually
within 24-48 hours for non
emergency; emergency danger to
building or person sooner)
Association Skype: satheesh.sadasivan.ashoka.lion Satheesh will be your first line of
GCHAT: contact till we hire a association
Satheesh.Sadasivan@AshokaLion.com manager (3.10.15). If he is
Phone: 832-752-7542 (do not give out. He has unavailable, please contact Jay
a google voice) 832-736-0452 (work) Raman.
Lion Remodeling Ankit Ankit is handling coordination of Lion
Skype: ankit.virtualeserve Remodeling, so if vendors asking for
GCHAT: Ankit.Mohan@AshokaLion.com payment, have questions, then you
Phone: 972-360-8756 will give them Ankit’s Information

Assistant Property Sheila Yap She will be working on coordinating

Manager (Dallas and 3rd party repairs with tenants and
Houston) vendors. She will be reviewing
collections to help keep manager
aware. She will help with renewal
calls. She will turn on utilities.
Leads Anthony prospective client
Skype : Anthony.Cariaga Jay Raman: for us as a property
Gchat: Anthony.Cariaga@AshokaLIon.com management firm
Phone: 832-930-0541 Jay Raman: our leads refer to
prospective home owner associations
Jay Raman: and investors buying
rental property
 A3 TEAM INDIA

TEAM INDIA NAME ROLE

Administrative Manager Premila Sureshkumar Any issues with responsiveness

premila.suresh@lionbackoffice.com or task, you can let her know.
skype: premilasuresh2000

Rent Collections Sujatha Santhosh She will assist you with entering
sujatha.santhosh@lionbackoffice.com rents, doing delinquency sheet,
skype: sujathasanthosh1 emailing, texting, and using Dial
my Call

Rajesh AM He does our draws (Sending

Accounting Manager For Rental rajesh.am@lionbackoffice.com owners money)
Management skype: rajesh.a.m1
Accounting Manager for Sreeja Pradeep She does accounting, reconcile
Association Management sreeja.pradeep@lionbackoffice.com accounts for associations, etc
skype: sreeja.rose75

Association Document Manager Venu. MR He will file documents to

and Administrative Assistant
venu.mr@lionbackoffice.com buildium, dropbox, evernote for
skype: venuskype75 association. He will also help
with ordering coupons, uploading
payments to association, and
moving in homeowners to
buildium. He will upload bills to
bill.com for processing as well.

General Documents and Sreeja KC She will help file to dropbox,

Investment Property Mangement sreeja.kc@lionbackoffice.com
skype: k.c.sreeja
Document Preparation Ram Kumar
ram.kumar@lionbackoffice.com
skype: ramuvlnd
buildium, evernote (TBD) and
bill.com
He will prepare CMA, Lease,
Lease Extension, Property
Management Agreements,
Listing Agreements

How To Instruct an Interested Party To Apply for an Ashoka Lion/Lion Rental Managment Listing:

Please instruct interested party to visit:

www.LionRentalManagement.com

● Click “Tenant Tab”

● Then proceed to click “Prospective Tenants” and under step one there is a hyper link inviting them to apply. “Click
Here to Apply Online”
● Once that has been completed, supporting documents will need to be provided. Such as; DL, SS, Valid Check Stubs,
a current lease, pet info with photos, etc. (See applicant request documentation link.)These documents can be faxed
to 1-866-466-0319 or emailed to HPM@AshokaLion.com.
● Interested Party will be notified within 3-5 days of their acceptance or denial. (Should a denial be the final decision,
applicant will be made aware with an adverse letter identifying the determining factor.)

When assisting in completing Rental/Employment Verification of Applicant(s):

Steps to complete:
● Rental Verification
● Employment Verification
 These two documents can be found on www..ZipFormPlus.com

These documents can be sent directly to the verification party from Zip Forms by selecting “Email” then “ Email this
form.” (Email and/or fax.)

Once verification has come back...

● Attach ALL supporting documents received to the online application which can be found in Buildium.

I will continue to finishing steps to the application approval.

Collection Week:

During the 1st through the 3rd of each month tenants are normally making payments towards owed rent balances
and are considered late on the 4th day.

On the 4th day of the month a standard text message is going out which will state the following;

“Your rent is past due on the property which you currently hold and occupy. Your rental account is delinquent for the
outstanding balance of: $000. Please remit payment to via Portal, PayLease or in office.”

A general voice message is being sent out stating;

“This is a courtesy call notifiying you that your rent is past due on the property which you currently hold and occupy.
Please remit payment to via Portal, PayLease or in office.”

On the 5th day of the month a general email is generated to state the following;

PAST DUE RENT NOTICE

We have not yet received your rent this month. Please make payment immediately, including all accrued late
charges, in accordance with the terms and conditions of your rental agreement.

Rent $ ____________

Late Charges: $ ____________

(As of date of notice)

Other Charges: $ ____________

(_________________________)

Total Amount Due: $ ____________

Late charges accure at the rate of $ _______ per day.

Thank you for taking care of this matter immediately.

Cashier Check or Money Order will be the only form of payment accepted after the 9th day of the month.

Office hours: Monday through Friday from 9 a.m. to 5 p.m.

Saturday by Appointment only.
Ashoka Lion
2506 La Branch
Houston, Texas 77004
(Downtown Houston)

To contact:
Ashoka Lion Collections Department
Collections@AshokaLion.com
 832.364.6025 Option 2

During this time calls may come in in reference to payment and payment plans please instruct them to complete a
payment agreement which can be found at www.LionRentalManagement.com under “Tenant” tab and choosing “Past
Due Rent Agreement” or by clicking the link below should you send them a direct text or email.
https://ashokalion.echosign.com/public/hostedForm?formid=6V5BPGRXXW363X

In conversation always obtain a contact number and email address to update our records. You have and will
continue to be shared to the Delinquency sheet to keep you updated of were tenants payments stand.

Renewals:

Renewals are sent 30, 60 and 90 days in advance. Ram is already tracking and notifying us that renewal is coming
upon expiration. Normally found in my bin. If Ram has placed in my bin normally a CMA (Comparable Market
Analysis) has been ran for that home.

Your position in renewal would be the following;

● Review resident ledger to ensure resident is not currently delinquent. (Renewal offer can not be made while a
resident is currently under eviction and/or owes monies.)
● If resident has no balance sitting on their resident ledger, check that tenant has been financially responsible and paid
out all rents, late fees, etc charges in a timely manner.
● Proceed with contacting resident. “Hi …., this is Sheila with Ashoka Lion, your current rental management
company. The purpose of my phone call was to notify you that your lease is set to expire on DATE and I
would like to see if you intend to renew your contract , revert to month to month or plan to provide our office
a 30 day notice 30 days prior to your lease expiration?” Assuming the next question /statement is, :”How much
would my rent go up?” Or “Yea, I will renew as long as my rent remains.” Your response, “I can not advise you if
your rent will remain the same, increase, etc my main purpose was to seek your intentions. Our Property
Manager will get back to you within the next two weeks once contact has been made with property owner to
identify the intentions of rent.”
● Once conversation has happened with resident please update task with resident intentions and request that I contact
the owner.
● If resident shared with you that they intend to continue on a month to month lease, look on lease documents (found in
Buildium, search address, click resident, found under leases.) page 11, paragraph 25. Special Provisions to ensure
accurate charge on month to month cost when lease reverts to month to month. Resident will need to be forwarded a
letter via buildium (email and ezmail) 30 days in advance stating the following:

“Hi there,

Please be advised that effective November 1st, 2014, the monthly rent for the rented premises you now
occupy as an Ashoka Lion resident shall be increased to $950 per month for a 12 month lease payable
in advance on or before the 4th day of each month during your continued tenancy. This is a change from
your present rent of $900 per month.

Should you choose to continue your residency as a month to month resident the rent will then
increase to $1000.

All other terms of your tenancy shall remain as presently in effect. If you have any further questions
please feel free to contact me at the number listed below.

Thank you for your continued tenancy.

Sincerely,”
If you have someone ask you the following...quick reference to what web link to send them too.

Have a home your interested in and you would like to fill out an application? Click the link provided and it will
take you directly to our online application. (FYI: Application fee of $50 is per person over the age of 18 and
required at the completion of your filled application. Routing and checking/saving account number is the
only form of paying.)https://ashokalion.managebuilding.com/Resident/apps/rentalapp/
Should you need to pay with a credit/debit card please visit http://rental-property-
management.ashokalion.com/property-management-company-tenants/tenant-pay-rent-online and create a
new account.

You have moved into a home and looking to complete the online Inventory and Condition Form. Please visit
https://ashokalion.echosign.com/public/hostedForm?formid=45HI85U5A3UXV2 to complete.

Need to make payment plans? Please visit https://ashokalion.echosign.com/public/hostedForm?

formid=6V5BPGRXXW363X to complete a Agreement to Pay Past Due Amounts.

Have a question regarding your lease, renewal, or need to provide a move out notice? Need to make a
maintenance request? Have a question about your resident ledger or security deposit refund? Have a
general question or need to leave a comment? Please visit
https://ashokalion.managebuilding.com/Resident/PublicPages/Home.aspx to sign in to your resident portal
or hit the "Contact Us" box at the top and provide general information.

You are an owner looking for portal access. Looking to fill out owner forms. Want to pay an owner
contribution? Please visit http://rental-property-management.ashokalion.com/rental-property-owner to
complete.

Interested in our Property Management Services? Please visit http://rental-property-

management.ashokalion.com/rental-property-owner/single-family-home-portfolio-management for more
information.

A4 General Email

B1 Buildium Task
B2 Setting Up Rental Tenants into Portal
● Advise tenant to log in to the website www.LionRentalManagement.com
 B3 Setting Up Homeowner Access to portal

● Advise Homeowners to log in to the website www.LionCondoManagement.com

B4 Reviewing Ledgers

B5 Signing in as user
● Walk them through online

B6 Resetting Password and Log In

● Password has been reset and may take ? (what if forgotten both user id and pw)
● There is also an option for you online if you “forgot your password” click request for a new one” link below
the Sign In button online

B7 Owner or Tenant Update Info

B8 Turning Off Access to Discussion Board

B9 Walking Tenant or Home Owner to pay

Scenario2: Customer calling in to make payments

Verify account information

Provide payments option online
Or Take Payments with Buildium using CC or check payment
or may can make E-cash payments available at Walmart

C1 Reviewing Calendar

C2 Creating Calendar Events

D1 Reviewing Active Listing

D2 Applying for our property

D3 Checking fax

E1 Banks, Real Estate Agents Calling for Client

E2 Resale Follow Up
E3 Calling homeowners to let them know payments were received or simple inquiries

E4 Tenant call in repair

F1 Tenant calls in repair

F4 Tenants having trouble paying with Cash Pay Card

F5 Agents wants to discuss status to discuss status of a application etc.

Tools:

How to use Google Voice

How to use Phone.com

How to Access My Fax

Voicemail and Mailbox Forwarding

How to manage Leads at Leadsimple.net

www.leadsimple.net : username Jay.Raman@Ashokalion.com

password: palm1821

What is www.zipformplus.com?

What is Bill.com

Dropbox