TE FAQ

FAQ

What must be ordered through Total Expert? All co-branded requests must be paid for through Total Expert and the co-marketing partner must be signed up in TE before they order. Partners are encouraged to place their orders in TE, but they may email [email protected] to have their marketing coordinator place the order on their behalf. Note: This may add up to 24 hours to your turn time. How does an agent get to use Total Expert? Mortgage bankers will need to send them an email invitation to collaborate on Total Expert. Each invitation is unique and sending one is the only way an agent will be able to join. My agent is not great with technology. How can I make this easier for them? All your agent is required to do is create their account, which takes 5 minutes. You can sit with them and walk them through it, but there are a few email verification requirements so they will have to be involved in the sign-up. After that, you can make every future marketing request through TE on behalf of your agent if you choose. The agent may also email [email protected] to have their marketing coordinator place the order on their behalf. Note: This may add up to 24 hours to your turn time. What are my design options when I order? There are 3 options: 1. Order a piece already available in Total Expert (no custom design charge) 2. Place a custom design order (custom design charge applies) 3. Re-print a custom design order: if you’ve placed a custom order with us in the past and simply need a reprint (no custom design charge) How do agents pay for their marketing materials? All charges will go through Total Expert. Agents must link a credit card through their account. They will be charged appropriately based on the type of marketing piece, their quantity, and amount of space they are claiming on the piece. Please note, the Marketing department will not be invoicing agents, so they must have a card stored in Total Expert if they want to have marketing pieces printed.

How will agents receive their materials? There are 2 options: 1. They can download a PDF of their marketing piece and print on their own. 2.

They can submit the request to have it printed on our HQ Marketing printer. When the piece is printed, it can be picked up at HQ or shipped to one of our licensed branch locations. It can also be shipped to the agent’s preferred address, but there will be a charge for this.

How does my agent get their materials? There are several options: 1. If you are located at Headquarters or the CityPlace branch: A.

Your agent can pay for FedEx 2-Day delivery to the address of their choice (their charge is between $10-20, exact amount depends on order quantity) B. The agent or the mortgage banker can pick up from the HQ Marketing Department at no charge.

the same as a licensed DAS location): A.

Your agent can pay for FedEx 2-Day delivery to the address of their choice (their charge is between $10-20, exact amount depends on order quantity) B. Complimentary overnight shipping is available once a week and will be delivered to the branch location. Shipments go out from HQ every Wednesday or Thursday depending on the branch and will be delivered to the branch location by 4:30 pm the following day. All orders that are tied to a mortgage banker at the branch will be included in this bulk shipment. The mortgage banker and agent are responsible for the exact delivery of the marketing items.

delivery to the address of their choice (charges vary depending on the order quantity).

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FAQ

I’m at a licensed branch location and want the complimentary bulk shipment. When do I need to submit my order? To receive your printed marketing materials in one of our bulk shipments, requests must be submitted no later than: - Monday at 9 AM CST for property flyers, brochures, and door hangers listed in Total Expert - Friday at 9 AM CST for EDDMs and postcards listed in Total Expert What are the turn times? - If the request is for a marketing piece stored in Total Expert (no design needed): you will have the piece in-hand in approximately one week. - If the request is for a custom marketing piece: turn times for custom orders vary per request. For most requests, you will receive a proof within 3 business days if all necessary information is provided upfront. For customized books, you will receive a proof within 7 days if all necessary information is provided upfront. Shipment time depends on the amount of time it takes for the agent to approve their proof and if we need to make any changes. - Detailed information on turn times can be found on page 25. How do I order EDDMs in Total Expert? When a co-marketing partner goes to order an EDDM, they will need to visit the USPS EDDM website (eddm.usps.com). They will pick their routes and list the route names inside a draft notes box in Total Expert. Co-marketing partners will choose their order quantity based on the total amount they want to send out. What qualifies as a custom design? Basically, a custom design is anything that a graphic designer would have to touch to complete the work. A custom fee will be charged if anything on the marketing piece has to be designed, instead of simply clicking “Print.” If my agent orders something in Total Expert, will I get notified? You will not get an email notification through Total Expert, but you are able to see the order history by clicking on Print Marketing > Orders. When the Marketing department receives an order, the marketer will send you and your agent an email to confirm that we’ve received the order. What happens after I submit an order for printing? The Marketing team will receive an email with the order quantity and the artwork. One of the Marketing Coordinators will reach out to the mortgage banker and agent confirming that we have received the order and are working on printing. They will also confirm the shipping or pick-up location. We will print within 3 business days of receiving the order if no changes are needed. Does Compliance still need to approve my order? Yes, in most cases. Listing flyers and brochures will not need compliance approval, but all other marketing pieces will. Total Expert will automatically send your proof to Compliance for approval if it is not a custom piece. You will not be able to see the order and print options until it has been Compliance-approved. If the order is custom, we will send it to Compliance once we have received approval on the proof from the agent.

Are the marketing pieces available in Total Expert going to change? Yes! Every month, the marketing team designs and adds new pieces to the catalog.

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