Relocation_Lender_Referral Programs

Relocation_Lender_Referral Programs

Lender & Referral Programs

Lender Programs

Referral Programs

Lender & Referral Programs Overview

Program Preferred Lender

Benefit

Program

Preferred Lender Benefit

NFCU

Rocket Homes

Navy Federal Mortgage

Cashback

Quicken Loans

AARP

There is no preferred lender

Cashback

RE Home Connect

Lender credit

New American Funding

Weichert Lead Network

Lending Tree

RMR

There is no preferred lender

Cashback

Better Homes

Better Mortgage $2,000 off closing costs if using preferred lender

• If program has a preferred lender please try to support • Let us know right away if they are shopping lenders • Customer is not required to use preferred lender to get benefit

Benefit Hub

There is no preferred lender

Offers companies a discounts and Rewards marketplace. Companies include Sprint, Walmart, Xerox, USPS, Exxon, UPS 2,000 AAdvantage miles for every $10,000 of sales price (Home of $250,000 = 50,000 miles)

American Airlines

There is no preferred lender

Home Partners of America

There is no preferred lender

Navy Federal: Largest Lender Client • Have member contact Navy Federal Credit Union to begin mortgage process • Save the Deal • If at any time the member indicates that they may not finance with NFCU, inform Relocation immediately.

• Send Mortgage Contract Cover Sheet to Navy Federal via the Secure Document Upload: Select Mortgage Loans Option • Escalations • Contact the loan officer • Navy Federal Help Desk 877-573-2324, #2 • Need additional assistance (email/call relocation who will contact RealtyPlus)

Lender & Referral Programs Cash Back Schedule • Don’t handout to customers • Use words such as approximately

3 Channels of Referral Opportunities • Traditional Placement • Relocation department manages referral placement process via call, or text from 855-965-1300 • Digital Delivery • Project Connect • Placement done using a round-robin approach • Zip code driven selection • If Agent declines lead or does not answer, system will move to next available agent • Agent Selection Tool (AST) • Member self selects agent • Agent has a 2-hour claim time to accept or decline the lead

HES/NFCU number: 203-456-2836

973-539-4114

LeadRouter: Key Points • Lead acceptance within 5 minutes

• Agent uses direct connect ( Press 5 ) to contact the customer

• Helpful Hints

• Set a specific ringtone • Answer to introduce yourself & then set up a time to call back

LeadRouter: Agent Profile • Information Showcased on the Agent Profile • Photo

• Years of Experience • Military Affiliation • Military Family • Headline • Languages • Personal Profile • Property Specializations

LeadRouter: Customer Journey

LeadRouter: Customer Journey

LeadRouter: Customer Journey

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LeadRouter: Customer Journey

LeadRouter: Hours • Monday – Friday 8:00am – 9:00pm • Saturday & Sunday 9:00am – 6:00pm

Lender & Referral Programs Business Reminders

• Use of the Lender & Referral Program’s preferred lender is NOT required to receive the cash bonus/incentive benefits

• Cash bonus – how are they paid • Navy Federal – deposited into the Navy Shared Savings Account • All other accounts – check/gift card is mailed within 3 weeks

• Due to privacy laws, Agent should remind customer to give their approval to the mortgage provider so they can share information with Agent regarding the customer’s loan closing

Agent Standard Operating Procedures

• Agent Initial Contact no later than 2 hours from assignment • Always refer to the program name • Clarify member needs • Properly address member using rank if provided • Know the Preferred Mortgage Lender • Keep in contact with Relocation Department • Attend the closing • or send a Century 21 representative

Lender & Referral Programs Referral Disclosures

Agent Generated Referrals (AGRs)

• Q: What is the definition of an Agent Generated Referral? A: An Agent Generated Referral is a lead generated in your local marketplace that does not have another real estate firm or benefits program attached to it as the referring source. The customer must be a member of any one of the Realogy Leads Group organizations / associations, such as Navy Federal Credit Union and AARP. • Q: How do you recognize a potential AGR? A: Ask the simple questions when first meeting with a client. “Are you part of any organization that offers you a real estate benefit?” “Have you or any member of your family served in the military? Are you part of any military organization that offers a real estate benefit?” If they say yes, you have an AGR! Another key question is- Where are you planning to secure financing? Or – you are doing a competitive listing presentation and upon touring the home, you notice military memorabilia. Consider mentioning your association with one of the military affinity programs and secure the listing!

AGRs: Why Offer the Program?

• It makes Good Business Sense • Looking for a way to build your business? Take advantage of your affiliation with Navy Federal Credit Union and AARP to market yourself to former and active military • Competitive edge – it is unique service • A risk!...member may contact the program and they could be assigned to a competing firm or agent • Reduced referral fee! • Retention tool = Evokes loyal customers • Satisfied customers will tell their friends, family and co-workers

Agent Generated Referrals (AGRs) • Q: How do you submit an AGR? • A: First, instruct the customer NOT to call the program such as Navy Federal or AARP directly to register. Explain to them that someone from the program will be contacting them. • In order to submit an AGR, you will need all customer contact information • Affinity Program • Customer Name • Address • All contact information • Best time of day to reach them • Your Relocation Department will submit your customer to the Realogy Advantage Network for enrollment into the preferred Lender or Referral Program.

AGR Marketing Materials

FIRSTNAME LASTNAME REALTOR® 000.000.0000 [email protected] agentwebsite.com

INSERT YOUR PHOTO HERE

INSERT YOUR DBA/BRAND LOGO IN THIS AREA

Referral Programs

Lender & Referral Programs Surveys

Score Expectations 7’s & 8’s

• Emailed from: [email protected] • Subject: (Name of Program) Satisfaction Survey • Sent 10 days after closing, Retriggered 7 days after (day 17) • There is 1 auto retrigger on uncompleted evaluation • Survey is SEPARATE from Client Mortgage evaluation

Surveys: Service Through the Eyes of a Customer

Survey Scripting

• Experience has shown that genuine care about the service provided by the real estate assistance program is ultimately appreciated by the member and garners an excellent rating! • At first face to face meeting: • “Our team’s mission is to make your personal experience with the (Program) excellent. Once your home has closed you may receive a member satisfaction survey from (Program) via email. If at any time during the process you cannot say your experience is excellent, please immediately call your coordinator or myself to share your concerns. We are here to serve your needs.” • Once the home has closed: • “On behalf of (program), I would like to personally thank you for using the real estate program. We hope that your experience was second-to-none and that our team provided you with an exceptional experience. As I mentioned earlier, you may receive a satisfaction survey from (program) via email. It was specifically designed to let us know how satisfied you were with the services of your Real Estate Coordinator and my services as your assigned agent. This is program’s report card and your feedback is extremely valuable to us! If you used (program) mortgage, a separate survey will cover their performance. I will be contacting you in a few days to make sure that everything is going well. Thank you again. It has been my pleasure to work with you.”

Surveys

• Q: Can the Agent or Relocation Department contact the customer after closing, if the customer provided less than favorable comments or rating on the service evaluation?

A: No. All evaluations and their comments are considered confidential. Failure to keep this confidential will cause removal of either the Agent from the “A” Team or prohibit the firm from receiving future Affinity client referrals.

Escalations & Reassignments

• Escalations • Customer reported an issue to Real Estate Coordinator (REC) • We need a written response in 24 hours • Reassignments • Customers can ask to be reassigned if they don’t feel agent is best fit • Do not contact customer after they ask to be reassigned

eRelocation: Closed File

• Closing documents & copy of the commission check must be sent within 24 hours

• Email to [email protected] • No transaction fees or admin fees

Lender & Referral Programs

Questions? [email protected]