PM, APM, MC, LA…. WHERE SHOULD I SEND????

It can be a little confusing at first to know who to send an enquiry to but once you understand the different roles within
property management it will be easy for you to know who the correct agent is.

Some of the most common contacts you will be looking for will be the LISTING AGENT (LA), PROPERTY MANAGER (PM),
ASSISTANT PROPERTY MANAGER OR RESIDENT CO-ORDINATOR (APM or RC), MAINTENANCE COORDINATOR (MC), BUSINESS
DEVELOPMENT MANAGER (BDM) and the ASSIGNED AGENT (UW or Underwriter)

Each of these positions deals with specific needs for prospective tenants, tenants and owners at different stages of the
properties tenancy and it is important that we direct the prospect/tenant/owner/vendor/other contact to the correct agent.

A tenant begins with HomeRiver Group by showing interest in one of our advertisements from either our website, a 3 rd party
website such as Zillow or by seeing a marketing sign at the property or by contacting us to see what we have available.

At this stage the client is known as an APPLICANT, PROSPECT or PROSPECTIVE TENANT.

Initially, before they submit an application their enquiry will be directed to the LISTING AGENT (LA). The listing agent will help
them with the property details and general leasing terms e.g., does it accept Section 8, rental qualifications, utilities and
amenities at the property.
1. The LISTING AGENT (LA) is shown within the building page in PropertyWare (PW)

a) Use the Enterprise Search bar to locate the property.

Use the Enterprise Search to find the property

b) Next, click on the property address to view the property details

Now click on the property address

Notice the Building Icon next to the address that indicates you
will be taken to the Building Page.

The Building page is where you will find all of the

management team details for a given property
c) Now you are in the Building page. The building icon will appear in the top left of the page to tell you that you are at the r ight place. Scroll
down to section 1 Management Team where you will find the details

Now you are in the building page where you

can find the management team details

Scroll to Section 1 to view the listing agent

Sometimes, you may not see the listing agent shown here…. or contact details may be missing. Continue to scroll down approximately ¾ of the way
down the page where you will find a second section containing the management team

You will also find the Listing Agent towards the bottom of the Building page under the
Management Team section

Once the prospect has decided the home is of interest, the next step is to apply to the property. The listing agent may still be assisting in answering
questions or arranging tours however now the assigned agent will be the main point of contact for the prospect and will assist with follow up
questions regarding their applications.

These kinds of questions will be about what is the status of my application, have I correctly submitted my application, how long is the process and so
on. These questions made AFTER APPLYING will be directed to the ASSIGNED AGENT (also known as the Underwriter (UW))
2. The ASSIGNED AGENT is shown on the marketing page in PropertyWare. If you are unable to see the details in PropertyWare (PW) you will need
to check Findigs for the information.

a) From the search bar in the Marketing Tab, locate the property. Once located, click on the prospect link to view all applications

From the Marketing tab, use the

search bar to locate the property

Click on prospects to view the applications

c) Now you can locate the applicant name and see who the assigned agent is

Look for the applicant name here

Here you can see who the assigned agent for this application is
If the application cannot be found on PropertyWare, you will have to look on Findigs. For this you will have to login with the provided credentials in:
https://homeriver.findigs.com/login

Once logged in you can search for the application and the assign agent in the applications tab, prospect tab or units tab.

*For more detailed explanation you can look into your guides for using Findigs platform*

Current markets visible

Applycan’t’s name Assigned agent

.
So, to recap, the LISTING AGENT (LA) is the correct contact prior to applying or for questions about the property such as
acceptance of Section 8, whether it has a fenced yard etc and for showing bookings. The LISTING AGENT (LA) is responsible for
the marketing aspects of a vacant property.

The ASSIGNED AGENT (Underwriter or UW) is the correct contact for all questions about the application status, documentation
requirements and progress once an application has been made

Once the prospect has been approved and moves into the property, they become a TENANT. At this point, the listing agent and
assigned agent will no longer be involved with the ongoing needs of the tenant. They will now fall into the care of the
PROPERTY MANAGER (PM) or ASSISTANT PROPERTY MANAGER or RESIDENT COORDINATOR (APM or RC) depending on their
need.
The PROPERTY MANAGER (PM) is the correct contact for tenant questions that relate to the physical aspects of the property. You may also see that
the Property Manager (PM) is listed also as the Maintenance Coordinator (MC) in the second management section ¾ of the way down the building
page

3. The PROPERTY MANAGER (PM) is shown within the building page in PropertyWare (PW). Return to step 1 to locate the information.
Remember you can also find this in the second management section. Please notice that in the second management section the PROPERTY
MANAGER (PM) may also be shown as the MAINTENANCE COORDINATOR (MC) as in this example.

Look for the PROPERTY MANAGER here

You can also see the PROPERTY MANAGER in the second management section

So, to recap, the PROPERTY MANAGER (PM) is responsible for all physical aspects of the property both when tenanted and when vacant.
ASSISTANT PROPERTY MANAGER OR RESIDENT COORDINATOR (APM or RC) is the correct contact for tenant questions that relate to the lease aspects
of the property. These questions will be questions such as why is there a late fee? how do I add someone to the lease? did you receive my payment?
can I remove someone from the lease and so on

4. The ASSISTANT PROPERTY MANAGER OR RESIDENT COORDINATOR (APM or RC) is shown within the building page in PropertyWare (PW).
Return to step 1 to locate the information. Remember you can also find this in the second management section. Please notice that in the
second management section the ASSISTANT PROPERTY MANAGER OR RESIDENT COORDINATOR (APM or RC) may also be shown as the
primary PROPERTY MANAGER (PM) as in this example.

You can see the ASSISTANT PROPERTY MANAGER OR RESIDENT

COORDINATOR (APM or RC) in the first management section

You can also see the ASSISTANT PROPERTY MANAGER or RESIDENT COORDINATOR (RC) in the second management section as a second Property
Manager
To recap, the ASSISTANT PROPERTY MANAGER or RESIDENT CO-ORDINATOR (APM or RC) is responsible for all of the lease and ledger (payments
related) aspects of the property when tenanted.
The BUSINESS DEVELPOMENT MANAGER (BDM) is the correct contact for prospective new owner questions. These questions will be from home
owners who are looking for a property management company like HomeRiver Group to rent and manage their home(s).

For prospective new owners, the best practice is to have them connect with the BUSINESS DEVELPOMENT MANAGER (BDM) for the area. You will
find this information on your chat resources or call center contact list.

Try to gather as much relevant information as you can. If possible, you will want to get their name, phone number, email, the property address and a
brief description of the property. You can then email the BUSINESS DEVELPOMENT MANAGER (BDM) and CC in the prospective owner by way of
introduction……or you can transfer the call if the BDM is available and provide the details of the BDM to the prospective owner and vice versa.

You can use an email template for this as below:

Sometimes the prospective owner will not want to give you details of the property and may not wish to give you their details either. In these cases,
you can give them the link to our website where they can read about our services and pricing. You will find this under the Services, Property
Management tab on the main website