Catch arrears before they become NOLAs. Owners 5–60 days past due with rapid early-intervention paths: bridge plan, hardship deferral, special-circumstance grace, ACH retry. Goal: cure 80% before the 30-day NOLA cycle even kicks in.
Cure rate · best when documented job loss / medical / family emergency. No late fees during deferral. Resumes as bridge plan after.
Owner pays current + 1/6 of arrears each month. Late fees waived. Defaults restart NOLA on day 1 of plan.
For travel / banking issue / closing pro-rate confusion. Manager approval. No fees.
Banking error or insufficient funds blip. 2-day SMS confirm + retry. Resolves most under-15-day issues.
Listed-for-sale or detractor situation. Often involves coordinating with closing-attorney to satisfy at sale. Doesn't cure but prevents foreclosure.
Owner has both a fine and an arrear. Single-track resolution converts higher than separate processes; preserves owner dignity.
5 days · 96% · 14 days · 88% · 22 days · 72% · 30 days · 48% · 45 days · 24% · 60 days · 9%.
Implication: pushing intervention from day 30 → day 14 doubles the cure-without-NOLA hit rate.
SMS + portal banner + email = 68% engagement. Email-only = 22%. Manager call (live voice) = 78%. Certified mail (NOLA cadence) = 84% but leaves a record.
Manager calls scarce — reserved for > $1k or pre-NOLA risk owners.
Bounce or NSF triggers SMS to owner + 2-day retry. ~96% cure on this alone. Bank-side error proven by Plaid look-up included to assure owner.
If still unpaid, system pulls owner's NPS, payment history, and active flags (NOLA-prior, work order open, etc.) → composes context-aware SMS, manager 1-click sends.
If owner replies any kind of "I can't right now," auto-offers 90-day deferral with 1-click acceptance. Skip-NOLA on accept. AGF pre-pre-loop suppressed.
Active outreach by assigned manager. Pulls profile (NPS trend, listing signal, life-event tags) and offers tailored path. Logged in coaching log if it's a high-emotion case.
Active workout plan suppresses standard NOLA letter cadence. Default on plan = restart NOLA from day 1 with 24h notice. Audit-logged.
For listed-and-arrears cases: system flags closing-attorney workflow so estoppel cert reflects payoff schedule. Cures at closing roughly 70% of these.
The strict-NOLA cadence that hits an owner with a banking glitch as hard as one ducking the bill. The manager call that gets dropped because nobody knew it was needed. The legal-fee runup on cases that would have cured for a phone call.
§718.116 condo lien · §718.121 demand · §720.3085 HOA lien · FDCPA awareness (associations not directly subject but 3rd-party servicers are) · Ops Manual §VII Collections.
