User guide - Advantage Card
Contents
1. Hooker Priority Card requests a payment amount from a tenant account and the date the rent amount is deposited into your trust account This time lag applies to all tenant payment methods bank account credit card phone internet BPAY POSThillpay in person e For rent payments made before 3 00pm on a business banking day the cleared funds will be deposited into your trust account overnight 2 business banking days later e For rent payments made after 3 00pm on a business banking day the cleared funds will be deposited into your trust account overnight 3 business banking days later Trust account deposits Cleared funds Shadow payments Each morning following a business Each morning following a business banking day ie Tuesday Saturday banking day ie Tuesday Saturday you will receive a daily batch deposit of you will receive a daily batch deposit of cleared rent payments made 2 3 days rent payments made the previous day earlier along with a reconciliation report along with a reconciliation report to to eliminate unidentified payments and eliminate unidentified payments identify cleared and uncleared payments Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 8 of 14 5 3 5 4 5 5 Timing The daily cut off time for processing payments is 3 00pm EDST Eastern Daylight Savings Time Any payments made after 3 00pm will be processed the following business day No processing is conduc2. 11 If necessary link any cards belonging to tenants sharing the same property See Important Note below for details IMPORTANT NOTE for multiple tenants in a property If multiple tenants renting the same property wish to pay their portion of rent separately they can register individually for their own L J Hooker Priority Cards Depending on your property management system you may need to link these cards to ensure payments are accepted into your trust account and reconciled into your property management system There are 2 ways you can do this 1 Visit nooker com au prioritycard gt Tenant References 2 Contact Customer Care on 1300 139 135 or enquiries prioritycard ljh com au Option C Manual tenant registration In this process your tenants complete a hard copy registration form which you then fax to us You give tenants their new L J Hooker Priority Card noting the card number on the registration form Points to note e Tenants can pay rent within 5 days of registering e Tenants must complete a hard copy Tenant Registration Form e You must fax the Form to us and file the original e Forms completed incorrectly or missing information will be returned for you to rectify e Inthe event of the above processing delay check that no payment dates have been or will be missed Tenants may need to select a new first payment date and initial the amendment Process 1 Inthe new lease agreement specify L J Hooker Priori
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4. Brochure and Tenant Registration Form in your document bundle for lease agreement signing and explain L J Hooker Priority Card Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 5 of 14 4 4 3 After signing the lease agreement tenants complete the hard copy Tenant Registration Form 4 Check the Tenant Registration Form to a Ensure all parts are complete b Ensure both the tenant and the bank account holder sign if the tenant is the bank account holder they must sign in both places c If a tenant elects to pay by auto direct debit ensure the Commencement Date is no earlier than the next business day 5 Give the tenant their new L J Hooker Priority Card inserting the 16 digit card number on the Tenant Registration Form Inform tenants when they can start using their card 30 minutes after you enter the details online 6 With your L J Hooker Priority Card Client number and PIN visit hooker com au prioritycard gt Tenant Registration and follow the prompts to register the tenant This should only take a few minutes 7 Double check that the online confirmation page matches the Tenant Registration Form details 8 Fax the Tenant Registration Form to us at 1300 662 003 9 File the original Tenant Registration Form and retain it for the statutory period 10 In your property management system enter the last 8 digits of the new tenant s card number to enable automatic receipting of future rent payments
5. you can do this 1 Visit Iljnooker com au prioritycard gt Tenant References 2 Contact Customer Care on 1300 139 135 or enquiries prioritycard jh com au Option A2 Tenant self activation The Tenant Self Activation process is very similar to Tenant Self Registration but is only used as part of a specific project to increase tenant uptake among existing tenants In this process your office works with an L J Hooker Priority Card Account Manager to provide tenants with pre registered personalised L J Hooker Priority Cards which the tenants can then activate by phone or internet For more details contact Customer Care on 1300 139 135 Points to note e Tenants can pay rent within 3 minutes of activating e No hard copy forms for tenants to complete e No hard copy forms for you to fax and file e No need for you to keep a stock of rent cards and forms Option B Online tenant registration In this process your tenants complete a hard copy registration form which you then enter online and fax to us You give tenants their new L J Hooker Priority Card noting the card number on the registration form Points to note e Tenants can pay rent within 30 minutes of registering e Tenants must complete a hard copy Tenant Registration Form e You must fax the Form to us after entering it online and file the original Process 1 Inthe new lease agreement specify L J Hooker Priority Card as the payment method 2 Include a Tenant
6. TE for multiple tenants in a property If multiple tenants renting the same property wish to pay their portion of rent separately they can register individually for their own L J Hooker Priority Cards Depending on your property management system you may need to link these cards to ensure payments are accepted into your trust account and reconciled into your property management system There are 2 ways you can do this 1 Visit l nooker com au prioritycard gt Tenant References 2 Contact Customer Care on 1300 139 135 or enquiries prioritycard ljh com au Tenant registration status You can check whether or not a tenant has been registered by reviewing your daily L J Hooker Priority Card emails or visiting jnooker com au prioritycard Daily email Once a tenant is registered you will receive confirmation in the daily email we send you The following text will appear in the body of the email List of new tenants registered on 2007 03 26 Miss Jane Citizen 1 11 Kings Road SYDNEY NSW 2000 Tenant Reference Number 00000000 Card Number 9036003700000000 Website You can also check if a tenant is registered online Visit jhooker com au prioritycard gt Tenant Search Registering for share accommodation L J Hooker Priority Card supports multiple rent payments for one property by linking the card numbers This is ideal for two or more tenants sharing who want to pay their portion of rent individually Depending on your property managemen
7. Your complete rent collection solution LLI HOOKER For you ljhooker com au prioritycard For your tenants Ijhooker com au gt Pay your rent enquiries prioritycard ljh com au Customer Care 1300 139 135 Fax 02 9211 0508 Ijhooker com Contents 1 INTRODUCTION 2 OVERVIEW 2 1 How does L J Hooker Priority Card work 3 TENANT PAYMENT OPTIONS 3 1 One off credit card payments 4 REGISTERING TENANTS 4 1 Option A1 Tenant self registration 4 2 Option A2 Tenant self activation 4 3 Option B Online tenant registration 4 4 Option C Manual tenant registration 4 5 Tenant registration status 4 6 Registering for share accommodation 5 PAYMENT PROCESSING 5 1 Cleared funds processing versus shadow payment processing 5 2 Trust account deposits 5 3 Timing 5 4 Disbursing to your landlords 5 5 Tenant funds 5 6 Public holiday payments 5 7 Reports 5 8 Automatic receipting ODO WOA WA NNO UH FSF A O O N N N k ek ek OO 6 L J HOOKER PRIORITY CARD WEBSITE 6 1 For you ljhooker com au prioritycard 6 2 For your tenants ljhooker com au gt Pay Your Rent ai _ i i N 7 INTERACTING WITH TENANTS 7 1 Legalities 7 2 Talking to tenants 7 3 Handling tenant objections 7 4 Tenant fees N i i i li oN PP Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 1 of 14 Introduction Welcome to L J Hooker Priority Card Your complete rent collection solu
8. ceipting within your property management system CSV format At the end of each month you will also receive a monthly summary report listing all payments and any declined transactions during the month As they occur from time to time you will also receive email notification of changes tenants make online to their details These could include changes to e Payment method e Payment amount e Payment schedule e Phone numbers e Email address Daily Report You can view and print this PDF file to see at a glance the transactions processed the before 3 00pm the previous day Cleared funds Shadow payments Reports are split into 3 categories Reports are split into 2 sections 1 Payments uncleared 1 Daily payments 2 Payments cleared 2 Reversals 3 Payments declined Declined transactions which result in a Where a payment is marked as reversal from your trust account can uncleared we recommend you do not occur up to 3 business banking days send an arrears notice You would send after the payment was made an arrears notice if the payment has been declined PAY File This file is for importing directly into your Property Management System PMS where it automatically allocates each transaction to the correct tenant It updates your tenant records and automatically prints receipts of all L J Hooker Priority Card payments Cleared funds Shadow payments PAY file contains payments processed _ PAY file contains the same
9. debit before 2 00pm EDST the day the payment is due before making the one off payment online Failing to stop the automatic direct debit will result in a double rent payment Example 1 pay as you go Kylie registered with L J Hooker Priority Card to initiate her rent payments from her bank account by phone or online Kylie realises her bank balance is insufficient to pay her rent due today Kylie visits I nooker com au gt Pay Your Rent and logs in Instead of selecting to pay by her default bank account Kylie can select Alternative Credit Card and input the relevant details This ensures Kylie still pays her rent on time and avoids the bank dishonour fee Example 2 automatic direct debit Tom usually pays his rent via scheduled payments so his bank account is automatically debited each fortnight The morning his rent is due Tom realises his Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 3 of 14 bank balance is insufficient and he will incur a dishonour fee when his payment is automatically withdrawn Providing it s before 2 00pm EDST the day his rent is scheduled for payment Tom can call Customer Care on 1300 139 135 to stop the automatic direct debit from his bank account on this occasion then initiate a one off payment by credit card Tom visit www l jhooker com au gt Pay Your Rent selects Alternative Credit Card and inputs the relevant details Tom s next fortnightly payment will be automatically d
10. e credit e Review and print payment history e Change their PIN e Change their contact details excluding property address e Change their bank account or credit card details e Change their payment amount or schedule e Read FAQs e Read Conditions of Use e Email us an enquiry If your office allows payments by credit card 7 1 7 2 Interacting with tenants Legalities Is L J Hooker Priority Card a permitted payment method under the relevant legislation Yes providing the landlord and tenant agree to L J Hooker Priority Card as the payment method and its specified on the lease As a Property Investment Manager acting on behalf of a landlord you are authorised to collect rent monies usually via your chosen method and the tenant can agree to L J Hooker Priority Card upon signing the lease Can L J Hooker Priority Card be the only payment method offered Yes Further to question 1 above it can be specified in a new lease as the payment method Tenants cannot however be forced to use it Do I have to accept rent payments in cash No there is no legislation requiring you to accept cash Many offices no longer allow cash due to the security risk for the office and personnel and they actively promote no cash kept on premises Talking to tenants When talking to tenants you might like to say Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 12 of 14 7 3 Our preferred payme
11. ebited as usual from his bank account in two weeks Convenience fee examples Because Tom and Kylie pre registered to pay by bank account they pay a monthly fee regardless of the number of payments made They will also incur the 1 2 credit card convenience fee for this one off credit card payment If they had pre registered to make rent payments by credit card they would be used to paying 1 2 per payment rather than per month Choosing to make a one off payment from another credit card would make no difference to their fees 4 1 Registering tenants Before tenants can pay rent through L J Hooker Priority Card they must be registered in our system There are currently 4 ways to register tenants for L J Hooker Priority Card A Tenant self registration B Tenant self activation B Online tenant registration C Manual registration Each method is described in detail below Option A1 Tenant self registration We recommend you use this registration method it s the quickest and most convenient way to register tenants In this process your tenants register themselves by phoning Customer Care or visiting the website We will then send them their card by mail within 10 days Points to note e Tenants can pay rent within 3 minutes of registering e No hard copy forms for tenants to complete e No hard copy forms for you to fax and file e No need for you to keep a stock of rent cards and forms Process 1 Inthe new
12. information 2 3 business days earlier which are as your Daily Report showing all now Classified as Payments Cleared payments processed for your office before 3 00pm EDST the previous day Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 10 of 14 5 8 This file matches the Payments Cleared category in your Daily Report Refer to Section 5 4 Disbursing to your landlords Automatic receipting To set up automatic receipting in your PMS follow these steps 1 Confirm your PMS supports the automatic receipting of the PAY File At the time of publication the following are compatible ADEPT Property Management e Real OZ Software e Clarke Combined Rent amp Sales e Rockend Rest Professional Trust 98 Windows e Clarke Quick Trust 98 Windows Rockend Rest e Console Gateway RP Data Your Property Manager e GeeDee Realty Systems e Sherlock Trust Manager 3 4 e Linear Logic React Rental e Sherlock Trust Manager 5 Macpro REOffice e Surfways Solutions Apple Mac e Macpro Trust Manager e Tenacity e Multi Array e Tenancy Software Realty Gold V4 3 e Multi Develooments CMS VRM If your PMS does not appear in the list above contact your PMS representative to check if your current version supports the PAY File You may need to upgrade to a higher version 2 Save the PAY File you receive each day and export import it into your PMS Your PMS representative will be able to provide you wi
13. lease agreement specify L J Hooker Priority Card as the payment method 2 Include a Tenant Brochure in your document bundle for lease agreement signing and explain L J Hooker Priority Card 3 After signing the lease agreement tenants register for L J Hooker Priority Card by phone 1300 139 135 or internet nooker com au gt Pay Your Rent These details are included on the Tenant Brochure Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 4o0f 14 4 2 4 3 Recommendation encourage tenants to register while they re still in your office so you know it s done 4 We will mail tenants their new L J Hooker Priority Card within 10 days of registration 5 Check your daily L J Hooker Priority Card email for any new registrations In your property management system enter the last 8 digits of each new tenant s card number to enable automatic receipting of future rent payments 6 If necessary link any cards belonging to tenants sharing the same property See Important Note below for details IMPORTANT NOTE for multiple tenants in a property If multiple tenants renting the same property wish to pay their portion of rent separately they can register individually for their own L J Hooker Priority Cards Depending on your property management system you may need to link these cards to ensure payments are accepted into your trust account and reconciled into your property management system There are 2 ways
14. n though funds will be deposited into your trust account we recommend treating all payments as cheque payments which have a 3 day clearing period in case funds are declined If a payment is declined we will reverse the payment from your trust account identifying it in the relevant Daily Report for you to investigate It is the tenant s responsibility to ensure sufficient funds are in their nominated account at the time of payment and for the following 2 business banking days Generally payments will be debited overnight but depending on the bank it can take longer in some cases If a tenant has insufficient funds L J Hooker Priority Card will charge the tenant a Dishonour Fee It is your responsibility to investigate any such missed rent payments Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 9 of 14 5 6 5 7 Public holiday payments Rent payments due for processing on Australia wide or NSW public holidays will be processed on the next business banking day Please note following a holiday period some banks can take an extra day or so to bring their processing up to date due to the larger daily transaction volumes Reports Every morning following a business banking day Tuesday Saturday you will receive an email from L J Hooker Priority Card with two files attached 1 Daily Report A readable and printable report PDF format 2 PAY File An importable file for automatic re
15. nt method is L J Hooker Priority Card It means you can pay rent anywhere anytime by phone internet or auto direct debit Paying with L J Hooker Priority Card means you don t have to waste time writing and posting cheques or travelling to our office or standing in bank or post office queues to pay your rent Some great benefits of L J Hooker Priority Card include being able to access your payment history online You can even use it as a credit reference for credit card or loan applications Handling tenant objections Remember that you cannot force a tenant to use L J Hooker Priority Card By selling the benefits while highlighting the real costs of other payment methods the L J Hooker Priority Card choice is easy Below are some tenant objections and suggested responses Do I have to use L J Hooker Priority Card No but we receive great feedback from tenants who use L J Hooker Priority Card about how easy it is to pay over the phone or on the internet They find it much more convenient They also find it saves them time and money because the costs of writing cheques and withdrawing cash etc are usually higher And many tenants love being able to pay by credit card if their bank account balance is insufficient or to earn the inherent reward points How else could pay You could post or drop in a cheque or money order Although most of our tenants have found that to be much more expensive and time c
16. onsuming compared to L J Hooker Priority Card I still think it s too expensive We ve found that most payment methods costs our tenants more than they think And of course they are also time consuming and inconvenient For example paying by cheque fortnightly is around the same cost of L J Hooker Priority Card and more of a hassle Money orders are around 3 times the price For your convenience below is a summary of average fees of 5 major banks and Australia Post as at February 2007 tandard a Please note The above responses are suggestions only and you should confirm your office s position and preferred responses Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 13 of 14 7 4 Tenant fees Default bank account payments 2 70 per month monthly fee One off credit card payments monthly fee 1 2 per payment BPAY payments monthly fee 68c per payment POSTbillpay in person payments monthly fee 1 72 per payment Default credit card payments 1 2 per payment no monthly fee Prices exclude GST and are correct at the time of publication Fee timing Monthly fee Charged quarterly in advance Credit card convenience fee Charged at the time of payment BPAY Charged monthly in arrears POSTbillpay in person Charged monthly in arrears Dependent on the terms of the tenant s specific credit card Corum Real Estate Services LJH Priority Card User Manual V9 1 doc
17. t system you may Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 7 of 14 need to link these cards to ensure payments are accepted into your trust account and reconciled into your property management system There are 2 ways you can do this 1 Visit l nooker com au prioritycard gt Tenant References 2 Contact Customer Care on 1300 139 135 or enquiries prioritycard ljh com au 5 1 5 2 Payment processing Cleared funds processing versus shadow payment processing In the Australian Banking system it can take from 1 to 3 days possibly longer for a direct debit transaction to be cleared by the acquiring bank Shadow payment processing means transferring rent payments to your trust account the same day we process the payments or the following day even though they have not been cleared by the banking system If a tenant s rent payment dishonours due to insufficient funds or some other bank account problem L J Hooker Priority Card attempts to reclaim the money by reversing the transaction from your trust account If you receipt and disburse funds the same day you receive them into your trust account as is required by law and we reverse the payment later due to a dishonour this may cause problems with your reconciliation and auditing Cleared funds processing eliminates 99 of reversals to avoid this issue Cleared funds processing means there will be a 2 3 business day lag between the date L J
18. ted on weekends so any payments made after 3 00pm EDST on Fridays or anytime on Saturdays or Sundays will be processed the following Monday or Tuesday if Monday is a holiday Note processing in this context refers to L J Hooker Priority Card requesting relevant payment amounts from tenant accounts Cleared funds For rent payments made before 3 00pm on a business banking day the cleared funds will be deposited into your trust account overnight 2 business banking days later e For rent payments made after 3 00pm on a business banking day the cleared funds will be deposited into your trust account overnight 3 business banking days later Disbursing to your landlords Cleared funds You may receipt and disburse your tenants rent payments as soon as the cleared funds are deposited into your trust account This will be following the 2 business banking day clearance time lag and will be indicated on your daily report Tenant funds Shadow payments e For rent payments made before 3 00pm on a business banking day the uncleared funds will be deposited into your trust account overnight e For rent payments made after 3 00pm on a business banking day the uncleared funds will be deposited into your trust account overnight 1 business banking day later Shadow payments These rent payments are subject to Australian banking processing which can take up to 3 business banking days to clear funds Therefore eve
19. th instructions to do this The last 8 digits of each tenant s L J Hooker Priority Card number is the link between the PAY File and your PMS enabling automatic receipting Whenever a new tenant registers you will need to add the last 8 digits of their L J Hooker Priority Card number to their record in your PMS If you have any questions regarding this process please call Customer Care on 1300 139 135 6 1 L J Hooker Priority Card Website Both you and your tenants access the same website jhooker com au prioritycard but we recommend you still tell your tenants to access via jnooker com au gt Pay Your Rent This ensures they go via your website encouraging them to take advantage of other L J Hooker services For you Iljhooker com au prioritycard On the homepage enter your client number and PIN to access your office s secure area This contains all the L J Hooker Priority Card tools and functions you need Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 11 of 14 6 2 You can e Check tenant payment history up to the minute e Search by tenant name card number or address e _ List all tenants using L J Hooker Priority Card e Change your PIN e Print forms guides and marketing material e Read FAQs e Email us an enquiry For your tenants ljhooker com au gt Pay Your Rent Your tenants can e Pay rent automatically obtaining a receipt e Make one off payments with an alternativ
20. tion L J Hooker Priority Card automates your rent collection integrating daily payment details with your property management system to save you time and money everyday This User Guide is designed to provide you with detailed information about using L J Hooker Priority Card in your office If you have any questions or would like to book some free training please contact Customer Care Phone 1300 139 135 operating hours 8 30am 6 00pm EDST Monday Friday Email enquiries prioritycard lijh com au Fax 02 9211 0508 Note All fees and charges quoted in this User Manual are quoted exclusive of GST 2 1 Overview How does L J Hooker Priority Card work 1 Tenants register to receive an L J Hooker Priority Card with a unique number 2 Tenants make rent payments by a Phone b Internet c Automatic direct debit d BPAY e POSThillpay in person 3 L J Hooker Priority Card collects rent payments made for your office each day and makes a single batch deposit into your trust account 4 L J Hooker Priority Card reconciles the payment details providing you with a file to integrate into your property management system to enable automatic receipting VidvY vy a O ST a Property management system Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 2 of 14 3 1 Tenant payment options L J Hooker Priority Card is the easiest and most convenient way for tenants to keep on
21. top of their rent payments It enables them to pay their rent anywhere anytime and even by credit card With L J Hooker Priority Card your tenants can e Make payments 24 hours a day 7 days a week from anywhere e Choose from the following multiple payment options Pay by Pay from e Bank account Phone 1300 139 135 e Credit card e Internet jhooker com au gt Pay Your Rent e Auto direct debit BPAY bank account only e POSThillpay in person cash or cheque only e Access payment history online anytime e Use payment history as a credit reference for loan or credit card applications One off credit card payments Providing your office allows tenants to pay by credit card they can make one off payments with an alternative credit card online This payment flexibility can ensure payments are still made on time and enable tenants to avoid bank dishonour fees All tenants can take advantage of one off credit card payments regardless of whether they originally registered to pay by bank account or credit card or whether they setup scheduled payments or pay as they go Points to note e The standard 1 2 credit card convenience fee applies to these payments e The credit card name must match the tenant L J Hooker Priority Card holder name IMPORTANT NOTE For tenants with scheduled payments Tenants making a one off payment in place of a scheduled automatic direct debit must call Customer Care to stop the automatic direct
22. ty Card as the payment method Corum Real Estate Services LJH Priority Card User Manual V9 1 doc 6 of 14 4 5 4 6 2 Include a Tenant Brochure and Tenant Registration Form in your document bundle for lease agreement signing and explain L J Hooker Priority Card 3 After signing the lease agreement tenants complete the hard copy Tenant Registration Form 4 Check the Tenant Registration Form to a Ensure all parts are complete b Ensure both the tenant and the bank account holder sign if the tenant is the bank account holder they must sign in both places c Ifa tenant elects to pay by auto direct debit ensure the Commencement Date is reasonable ie at least 5 business days later 5 Give the tenant their new L J Hooker Priority Card inserting the 16 digit card number on the Tenant Registration Form Inform tenants that they can use their card to pay rent 5 business days later 6 Fax the Tenant Registration Form to us 1300 662 003 7 File the original Tenant Registration Form and retain it for the statutory period 8 We will process the registration ensuring tenants can begin to pay rent using their L J Hooker Priority Card within 5 business days 9 In your property management system enter the last 8 digits of the new tenant s card number to enable automatic receipting of future rent payments 10 If necessary link any cards belonging to tenants sharing the same property See Important Note below for details IMPORTANT NO
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