The role
Neon Link places experienced association assistants with US community association management companies that run homeowner associations (HOAs), condominium associations and townhome communities. You'll answer owner and board member calls, emails and portal messages, turn common area maintenance requests into work orders and follow vendors until the job is done, send violation letters from the manager's templates and track each one until it's resolved, process architectural change requests, and build board meeting agendas, packets and minutes. You'll also keep owner and unit records current, track vendor insurance certificates, and prepare resale and new owner requests for the manager in the client's association software, such as Vantaca, CINC Systems, AppFolio, Buildium or TOPS.
This is support work for the community manager and the board: you won't interpret the governing documents, decide a violation, set a fine, approve an architectural request, take part in board decisions, take or move owner payments, or attend meetings or sites in person, and every notice you prepare is reviewed and sent by the manager.
It matters because an owner who can't get an answer brings that anger to the next board meeting, a vendor working without a current insurance certificate puts the association at risk, and a late board packet makes the manager look unprepared in front of the people who decide whether to keep them. Every association runs on its own declaration, bylaws and rules and on the laws of its state, which set steps like notice and a hearing before a fine, so you follow the client's procedures exactly and the same way for every owner. The Fair Housing Act applies to associations too, so a request for an accommodation, such as an assistance animal in a building with a no pets rule, goes straight to the manager without questions about a disability.
People do well here when they stay calm and polite with an upset owner, write clear notices and minutes, and keep track of every open request until it's closed. Day to day you'll take direction from the client's community manager or office manager, as part of their team, with Neon Link behind you. Before your first live call you're trained on the client's association software, procedures, templates and approval limits.
What you'll do
- Answer owner, resident and board member calls, emails and portal messages in the client's name, log every conversation in the association software and route what needs the manager's or the board's decision with the facts already gathered
- Turn common area maintenance requests into work orders: check the manager's responsibility chart for whether the association or the owner handles it, assign a vendor from the approved list within the manager's approval limit, get bids when a job runs over it, and follow up until the work is done and the invoice matches it; for a gas smell, fire or active flooding you tell the caller to get to safety and call 911 or the utility first, then alert the on-call vendor and the manager
- Send violation letters from the manager's templates once an inspection or complaint is logged, track each one through cure dates, second notices and hearing letters on the association's schedule, and close it in the software when it's resolved
- Process architectural change requests: check each application is complete with drawings, the scope of work and the installer's insurance details, send it to the committee or board for review, and send the decision letter the manager approves
- Build board meeting agendas and packets with the financials, manager's report, open items and vendor proposals, send meeting notices on the schedule the manager sets from the governing documents and state law, and draft minutes for the manager's and the secretary's review
- Support annual meetings and elections as the manager directs: owner mailings, candidate statements, proxies and ballots, sign-in sheets and quorum tracking
- Keep owner, unit, tenant and vendor records current, including mailing addresses, emergency contacts, pet and vehicle registrations, and each vendor's insurance certificate and W-9 on file before the vendor is scheduled
- Prepare resale certificate, estoppel and new owner requests for the manager's review, send welcome packets, and set up amenity access such as pool fobs, gate remotes and clubhouse bookings
- Send assessment reminders and late notices from the client's templates, log every promise to pay and approved payment plan, and flag accounts for the manager's next step; payments go through the client's portal, never through you
- Send an end of shift note on what closed, what's waiting on a vendor and what's waiting on a manager or board decision
- Every owner and board message that comes in during your shift answered or routed on the response time the manager sets
- Every violation and architectural request moving on the association's schedule, with the same steps for every owner and a dated note on each
- Board packets and meeting notices out on the dates the manager sets, and minutes the manager and secretary approve with few changes
- No vendor scheduled without a current insurance certificate on file
What you bring
- 2 or more years supporting a US community association management company, HOA or condo association, or a US property management company's association portfolio, with owner communication, violation follow-up, board meeting support or architectural requests
- Rental property support with no association work doesn't count for this role, and neither does condo or building administration for the Philippine market
- Hands-on with at least one association or property management system such as Vantaca, CINC Systems, AppFolio, Buildium, TOPS, FRONTSTEPS or Enumerate; Yardi, Rent Manager or PayHOA also count
- Working knowledge of how US associations run: the declaration or CC&Rs, bylaws and rules, assessments and late fees, violation letters and hearings, architectural review, open board meetings and executive sessions, and annual meetings with quorum and proxies
- Fair with every owner: the same procedure for everyone, no favors for board members or neighbors, and accommodation requests, including assistance animals, sent to the manager without asking about a disability
- Organized across many open items and several associations at once, and comfortable on the phone with owners, board members and vendors, including upset ones
- Careful with owner information: you keep owner records, account balances, bank details and board materials confidential and off personal devices and chat apps, as the client's rules and the Data Privacy Act require, and you'll sign a confidentiality agreement and pass a background check, including a current NBI clearance
- Clear, warm spoken and written English, for calls with US owners, board members and vendors, and for notices, emails and minutes a board will read closely
- Able to work US business hours, a night shift that starts between 8pm and 1am Philippine time depending on the client's US time zone and the time of year, and to hold that schedule long term
- Education: any bachelor's degree preferred, not required; relevant association or property management experience matters more
- Taking minutes at board or committee meetings, or building board packets with the financials, manager's report and vendor proposals
- Resale certificate, estoppel and payoff requests, and new owner welcome packets
- Vendor insurance certificate tracking, bids for common area work, and amenity access such as pool fobs, gate remotes and clubhouse bookings
- A CMCA or another community association credential, or courses toward one
- A business phone system such as RingCentral, Dialpad or 3CX, and spreadsheets past the basics in Google Workspace or Microsoft 365
Work setup
- Your own Windows 10 or 11 computer with a Core i5 or Ryzen 5 and 8 GB of RAM or more that runs the client's tools, plus a webcam and a noise canceling headset
- Fiber internet of at least 25 Mbps with a mobile data or second provider backup
- A UPS or generator so a brownout doesn't end your shift
- A quiet, private workspace where owner calls and records can't be seen or overheard
- Tell us your city and province when you apply; we hire across regions, so one storm or outage doesn't hit everyone at once
You'll do well here if
Questions applicants ask
- Is this job work from home?
- Yes. Remote, work from home, anywhere in the Philippines, no night commute.
- How much does it pay?
- PHP 48,000 to 75,000 a month (about PHP 286 to 446 an hour). About USD 765 to 1,190 a month at today's exchange rate. The rate already covers night hours. Pay is in Philippine pesos (PHP).
- What are the working hours?
- Monday to Friday, US business hours (night shift in the Philippines), weekends off; an evening board meeting may run past your usual hours now and then, agreed in advance; exact shift set with the client.
- When would I start?
- Hiring now.
- How do I apply?
- Use the form on this page: your resume, a few questions about this role, your expected pay and a short voice introduction you record on the page. A person reads every application.
- Does Neon Link charge a fee to apply?
- No. Neon Link never charges a fee to apply, test, train or start, and only contacts applicants from neonlink.ai email addresses.