If you’ve worked in community management for more than a year, you already know what’s coming: That critical moment when annual, quarterly, and monthly assessments collide, inboxes overflow, and the phones light up like a scoreboard in overtime.
At FRONTSTEPS, we call this high-stakes period the Super Bowl of Payments. The volume, the pressure, and the need for flawless execution truly make it the biggest payments game of the year.
The good news? You don’t have to face the rush unprepared. With early communication, a consistent playbook, and the right technology in place, your team can sail through the season with fewer fumbles and far less stress.
The Winning Play: Start Early and Communicate Often
What separates stressed associations from successful ones during payment season is simple: clear, proactive communication supported by easy-to-access digital tools.
To make this easier, FRONTSTEPS created pre-built email templates and created a toolkit for you. Here’s the schedule:
- Send ASAP: “Get Ready” Email
Introduce what’s coming, how to pay online, and how to set up autopay. - After Thanksgiving: “Upcoming Payments” Reminder
Reinforce payment options, deadlines, and common questions. - Mid-December: “Final Call” Message
Provide a last-minute nudge before the surge begins.
These templates can save hours of staff time while giving homeowners clarity about expectations, timing, and how to complete payments successfully.
Coach Your Team Before the Kickoff
Using the right tools is important, but getting your team aligned may be even more critical. Before payment season begins, we recommend holding an internal “Payment Huddle” that covers:
- What payment methods you support
(credit/debit, ACH, autopay. If you’re using FRONTSTEPS Payments, your homeowners have access to mobile payments as well!)
- What deadlines owners will see
Make sure every staff member can answer the same questions the same way.
- Where issues should be escalated
Create a simple path so staff aren’t guessing under pressure.
- How to track exceptions
Misapplied payments, duplicate transactions, and pending statuses can all be handled smoothly when staff know the playbook.
Clear roles reduce confusion, and when the calls start rolling in, that clarity creates calmer, more confident responses.
FRONTSTEPS Training Session: Learn the Playbook Live
To make sure every association team is fully prepared, FRONTSTEPS is hosting a training session designed to help staff navigate the Super Bowl of Payments with confidence.
📅 December 11th at 1:30pm MST: Live Q&A + Final Prep Session
This interactive workshop lets your team bring real questions, review last-minute to-dos, and walk away with a ready-to-use checklist. Click here to register!
When your staff attends this training, they’ll have everything needed to manage the busiest time of year efficiently, calmly, and accurately.
The Final 2-Minute Drill: Last-Minute Prep Checklist
- Confirm assessment amounts and due dates are correctly set
- Double-check your payment methods are active
- Review your auto-reminder settings
- Make sure staff has access to the cheat sheet of common questions
- Re-share the “how to pay online” instructions
- Direct residents to your portal homepage for easy access
A little preparation now prevents a lot of chaos later.
It’s Game Time… You’ve Got This!
The Super Bowl of Payments doesn’t have to be stressful. With clear communication, coordinated workflows, and the tools inside FRONTSTEPS, your team can move through the season with confidence — and your homeowners will have a smoother experience, too.
Use the templates. Attend the trainings. Equip your team.
This year, you’re not just hoping for a better payment season, you’re planning for one.
Schedule your demo today and see how we’re setting the standard for the future of HOA management.
