VOI ACTION PANEL (PENDING SCREENINGS)

The VOI Action Panel provides a summary view of applicant income verification statuses while the service is pending for at least one applicant in an application.

NOTE: The VOI Action Panel will only appear for applications that are currently in a "Pending" status due to income verification.  

The VOI Action Panel will indicate under the Status column, whether the income verification service is pending property action or applicant action, and will have a corresponding Action menu with applicable options.

If applicable, the VOI Action Panel may show multiple reasons for the pending status. (e.g. Insufficient Income, Document source could not be authenticated, Name Mismatch, etc.)

As individual applicants within the application are marked completed for income verification, the Source, Verified Income, and Status populate on the dashboard.

If property action is required, select the desired Action from the drop-down menu options, then complete the required Comments field.

Note: Applicants will not see what is entered in the Comments section.  Comments are for internal purposes only.

Select Save to process the action on the individual applicant.

Click the "View Report" icon to view the information that was processed through the income verification service.

Select the applicant's name in order to view their individual applicant file.

When income verification has been successfully completed for all applicants within the application, and any required property action has been taken, the classic Application Landing page will be displayed, and the Application Result will display an "Income Verified" message.

Applicant Cancelled

Indicates that the applicant has cancelled their application with the property and no further action is required at this time.

See the Cancel Income Verification job aid for more information.

In the Comments field, a detailed explanation on the reason the applicant was cancelled should be entered.

Example:

• Applicant no longer wants to apply at the community.

Manually Verified

Indicates the information returned from VOI was unusable or is understated/overstated to the leasing team's knowledge. Use this option to set the verified income amount to the income amount that was inputted at the time of the screening.

If you manually verified the income (e.g. approved offer letter, called the applicant's employer, etc.) and select "Manually Verified," it will update the result based on the Stated Income or whatever the amount is on the application.

In the Comments field, a detailed explanation on the reason the applicant was manually verified should be entered.

Example 

• Applicant provided offer letter in office

• Non-contributing

• Using guarantor

• Applicant recently changed name but identity is correct and verified by leasing team

Confirmed as accurate

The verified income amount returned by the VOI service is accurate to the leasing team's knowledge. 

Select this option to retain the verified income that was returned by the VOI service.

In the Comments field, a detailed explanation on the reason the applicant was confirmed as accurate should be entered.

Resend Invitation

Allows the leasing team to resend the VOI invitation to the applicant so that they can re-complete the process. This option requires they confirm or re-enter the applicant’s email address, which is automatically populated in the "Email Address" field based on what was provided at the time of screening.

Select if you want to resend the invitation to the applicant to complete the income verification service on the applicant portal.

For example, you called the applicant and notified them that you reviewed an offer letter instead of a paystub. You can notify them to use the banking income verification offer if they can't provide a paystub.

In the Comments field, a detailed explanation on the reason the invitation was re-sent should be entered.

(Example: "Resending link, applicant did not receive invitation")

The status will change under the Status column from Property Action Required to  Applicant Action Required indicating that you are waiting on the applicant to undergo the income verification (bank account or paystub).

Additional Manually Verified Monthly Income 

When this option is selected, leasing teams could manually verify an additional portion of income not reflected in the verified income that was returned through the VOI service, and then manually add it to the application’s total income. 

This option will appear when insufficient income results from the VOI workflow.  

For applicants with multiple jobs, additional income can be entered using the Additional Manually Verified Monthly Income method

Example:  Applicant has two jobs and opted to connect their payroll account for one job.  The income from their second job can be manually entered and verified by the leasing team.

Selecting “Additional Manually Verified Monthly Income” as the action option will add a field on the VOI Action Panel for the additional dollar amount. (e.g. 2700 in image).

1) Enter the additional income dollar amount in the field.

2) Enter a comment in the Comments field.

3) Selec Save.

The manually added income amount will be listed on the applicant file under Manually Verified Additional

Income, and the Rent/Income ratio will be updated to reflect the manually added income amount.

The Total Verified Income and Verified Rent/Income for the application will also be updated on the application landing page.

In this scenario, Property Action Required is needed.  A leasing team member (e.g. Community Manager) will need to choose an option from the Action drop-down menu to move the screening out of "Pending."

In this example, the Status column displays, Property Action Required.

The Reason provided displays Unable to calculate projected income.

Select the "View" icon under the View Report column to view the uploaded document.

After selecting the "View" icon, a message appears indicating that the document uploaded is not identified as a paystub. 

Select the PDF icon to further view the document that was uploaded.

In this example, the document uploaded is an offer letter and NOT a paystub.

After verifying the document, select the appropriate option from the Action drop-down menu. (e.g. Resend invitation)

Enter applicable Comments, then select Save.

In this scenario, Property Action Required is needed.  An office team member (e.g. Community Manager) will need to choose an option from the Action drop-down menu to move the screening out of "Pending."

In this example, the Stated Income displays "$10,000" and the Source displays, "Non Contributing." 

The applicant stated in the "verify my income" section in the applicant portal that they are not contributing income to this application.  

If an applicant selects that they are not contributing income to this application, it will update the Verified Income column in the VOI action panel to "$0."

VOI has a feature called Enable with pending dollar validation.  It will show the VOI action panel, if the VOI results are showing that the applicant is not meeting three times (3x) the rent requirement. This feature allows you to monitor this result before the "Guarantor" required result populates.

The Status column displays, Property Action Required.

The Reason provided displays Insufficient Income.

Action: Confirmed as accurate

In this example, the applicant is indeed not contributing any income to this application, so "Confirmed as accurate" is selected as the Action.  This will keep the verified income as is.

Enter applicable Comments, then select Save.

The application result will display "Guarantor Required."

Action: Resend Invitation

In this example, if you've spoken with the applicant and they had made this entry in error, for the Action option select "Resend Invitation" to have the applicant verify their income via bank account or paystub.

Enter applicable Comments, then select Save.

Action: Manually Verified

In this example, if you've spoken with the applicant and they don't have a paystub or they don't want to verify with their bank account, and you've manually verified their income, for the Action option select "Manually Verified." 

Enter applicable Comments, then select Save.

In this scenario, Property Action Required is needed.  An office team member (e.g. Community Manager) will need to choose an option from the Action drop-down menu to move the screening out of "Pending."

In this example, the applicant uploaded a Paystub as the income source, but the Reason the income verification is in "Pending" status is that the "Document source could not be authenticated." This reason may appear when the paystub was generated or created from an online source. (i.e. paystubcreator.net)

Select the "View" icon under the View Report column to view the uploaded document.

After selecting the "View" icon, a page will appear.

Select the PDF icon to further view the document that was uploaded.

In this example, the document uploaded is a generated (fake/fabricated) paystub.

After verifying the document, select the appropriate option from the Action drop-down menu. (e.g. Resend Invitation)

Enter applicable Comments, then select Save.

When the VOI Validation Workflow is triggered, the applicant file returns a pending application result with the addition of a line that reads “INCOME VERIFICATION REQUIRED,” and a new hyperlink, Income Verification, is available.

The leasing team can click on the Income Verification link to take next steps with the applicant file.

Depending on what triggered the Validation Workflow, options within the Choose Action dropdown menu may include:

a. Confirmed as accurate – The information returned from VOI appears to be an authenticated source, but a minor issue such as slight discrepancy in the spelling of the name or a pay date slightly outside of 30 days indicated to the system that the file should be reviewed. In such cases, the user would use this to mark that, despite any minor issue, the property is comfortable moving forward.

b. Manually Verified – The information returned from VOI was unusable (i.e. an offer letter upload rather than a paystub upload), and the office team has followed internal protocols for verifying income in order to move forward with the applicant.

c. Resend Invitation – Allows the office team to resend the VOI invitation to the applicant so that they can recomplete the process. This option requires they confirm or re-enter the applicant’s email address, which is automatically populated in the Email Address field based on what was provided at the time of screening.

i. If this option is selected, the applicant file will remain in "Pending" status and the Items to Review section will reflect, “Income Verification Pending.”

d. Applicant Cancelled – Indicates that the applicant has cancelled their application with the leasing team and no further action is required at this time.

Once a selection is made from the Choose Action dropdown, the user must also populate the Remark field with information on the reason they are choosing this action for the applicant file.

After the Choose Action and Remark fields have been completed (as well as the Email field, if resending the invitation), click Submit.

There is a workaround that can be used for a leasing team member to upload documents on behalf of the applicant.

For example, the applicant is having trouble uploading their paystub documents for VOI, and the applicant is in the leasing office.

On the Action Panel, enter a company email address instead of the applicant's email address.  (i.e. info@elevateto[propertyname].com)

For applicants with joint bank accounts, it is recommended to have only one of the applicants connect their bank account otherwise the income will be double counted. 

The second applicant can select "I am not contributing income to this application" through the VOI email. The Leasing team can choose the "Resend invitation" option in the VOI Action Panel, and tell the applicant to select "I am not contributing income" option, or they can select "Resend invitation" and enter their (property/info@elevatetoproperty.com) email address to complete this for the applicant.