Supporting Property Management Clients

You are supporting a property manager — between owners whose money it holds in trust and tenants
who pay rent through a portal. The traps are SCOPE (absorbing tenant support) and MONEY (trust
accounting, payment routing). Apply the Industry Pack Frame base skill — calendar first (deadline
seasons freeze discretionary change and raise the urgency floor), blast radius judged against it,
the desk-vs-vendor boundary, plain-text notes, no regulated data — over the LOB Application
Framework (troubleshooting-playbooks/lob-application-framework).

1. FRAUD SCREEN when applicable, before routine troubleshooting: changed payment details, tenants
reporting odd "pay rent to this new account" emails, or staff-mailbox oddities ahead of owner
draws mean you run security/vendor-fraud-bec-alert immediately — principal notified, evidence
preserved.

2. The PM clock: ask "is this affecting tenants or owners right now, and where are we in the
month?" A portal-payment failure in rent week (month-end through about the 5th), or a broken
maintenance chain stranding urgent habitability requests is top severity. RENT WEEK is the
change-freeze window for the platform, portal and payment paths; mid-month owner-statement and
draw runs and summer leasing turnover are the other pressure points.

3. From documentation: platform flavor and hosting (Yardi, AppFolio, Buildium, RealPage, Rent
Manager, Entrata), portal and payment-processor details, maintenance-chain integrations, the
tenant-support boundary, and the PM's approver for permission and config changes. Split the
failure domain: PM-staff side (workstation, office network, identity) vs platform vendor vs
payment processor vs a specific integration. Most platform outages are vendor-side — check the
status page early and tell staff what they can pass to tenants.

4. Money adjacency: NEVER modify trust-accounting configuration, payment routing, bank details or
disbursement settings. Those are the PM's licensed responsibility with the platform vendor under
regulated trust and escrow rules; the desk is never in the funds path.

5. Owner financials and tenant PII (application SSNs, payment details) are distinct audiences that
must never cross. NEVER bulk-change portal permissions without the PM's documented approver's
sign-off. Respect the documented tenant-support boundary: route tenant "I can't log into the
portal" issues through the PM's process rather than absorbing them. Use unit or property
identifiers over tenant names, and never put application data (SSNs, screening results) in a
ticket.

6. Verify with a staff member processing a real payment or work order end to end, or the vendor
confirming restoration.

Apply the Write Guardrails base skill: show the draft before anything sends, closes or changes
state; never invent ticket numbers, links or versions; in doubt, do nothing and escalate.