Overview

To address operational inefficiencies and financial risks caused by the wire transfer system, I led the ACH payment automation initiative. This transition streamlined the payment process, eliminated loopholes exploited by delinquent residents, and significantly improved operational efficiency.

🎉 Outcomes

😎 Make an ACH payment on applicant portal and resident app/portal

😎 ACH Payment Webhook-Based Process Flow

Enhanced Automation & Workflow Optimization - Webhooks can trigger automated workflows, such as updating payment statuses, sending notifications, or reconciling transactions, reducing the need for manual intervention.

Step by step breakdown:

1. The applicant or resident initiates an ACH payment through the designated device (e.g., mobile app or web portal).

2. The payment details automatically sync with the Lease Administration Product Management System (PMP).

3. PMP then syncs the payment data with NetSuite for further processing.

4. NetSuite verifies the payment's validity, a process that typically takes 1-2 business days, and then updates PMP with the verification status.

5. Once PMP receives the verified payment status from NetSuite, it updates the applicant/resident's app or portal to reflect the final payment status.

Design Approach: Strategic Problem Solving

Eliminating Wire Payment Risk

Initial Discovery and Stakeholder Alignment

To ensure the solution covered all touchpoints, I hosted a workshop with stakeholders to identify and eliminate all instances where wire transfer information was currently being displayed.

Secured Leadership Support on ACH Payment Solution

Finding alternative solution to replace wire transfer

I collaborated with product manager to identify an optimal solution that would balance operational efficiency, user experience, and cost effectiveness. Key factors we put into consideration were:

• Process cost and fees

• Implementation complexity

• User experience and convenience
  

ACH would not only save costs but also improve our lease execution timeline and reduce friction for residents with approaching move-in dates.

Handling Overhaul Conflict with Engineers

Batch processing vs. Webhook-Based Event vs. Full Real-Time Process

During the transition from eliminating wire transfers and implementing ACH payments, I encountered resistance from engineers and the product manager regarding the implementation of real-time payment status updates.

Data-Driven Resolution
By analyzing monthly payment ticket volumes, we uncovered critical insights:

• 25-35% of all monthly client tickets are payment-related.

• 40% of payment tickets are regarding payment confirmation requests.

From the ticket volume, we recognized there is a need to adjust existing Batch Process infrastructure.

Technical Trade-Off Analysis - Solution of Webhook-Based Events

The technical trade-off analysis reveals that webhook-based events is the most pragmatic, forward-looking approach to event management, providing a robust framework for modern digital systems

1. Optimal Performance Trade-Off: Webhook-based events strike a critical balance between processing speed and system resource management. They provide near real-time updates without the overwhelming computational demands of full real-time processing.

1. User-Centric Design: The approach significantly enhances user experience by delivering timely updates, addressing the limitations of slow batch processing while avoiding the potential instability of full real-time systems.

2. Practical Scalability: With a medium system load (28K households), webhook-based events offer a sustainable solution that can adapt to varying operational demands without excessive infrastructure investment.

Make a ACH Payment Via Webhook-Based Event Backend

A webhook-based event backend for ACH payments enables real-time processing, efficient system communication, and enhanced automation, making it a robust and scalable solution for handling financial transactions securely and effectively.

• Real-Time Event-Driven Update

  ensures that ACH payments are processed as soon as relevant triggers occur, reducing delays and improving transaction efficiency.

• Improved User Experience

  Since updates occur in real-time, users receive timely confirmations of their ACH payments, leading to increased trust and a smoother experience.

• Better Error Handling & Retry Mechanisms

  Webhook-based architectures often include built-in mechanisms to handle failures, ensuring that payments are retried or flagged for resolution without losing critical transaction data.

😎 Applicants make a payment in application portal

😎 Residents make a payment in resident app

😎 Residents make a payment in resident portal

Quantifiable Impact

• Streamlined ACH payment system

• Reduced payment-related support tickets

• Improved lease execution timelines

• Minimized financial risks

Conclusion

This project reinforced a crucial design philosophy: successful solutions emerge from understanding the entire ecosystem, balancing technical constraints with user needs, and maintaining a strategic perspective aligned with broader business goals. By taking this holistic approach, we ensure that design decisions are both practical and impactful, driving meaningful results for users and the business alike.

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