Certified Agent Advantage Program

prudencecoatInternet and Web Development

Nov 18, 2013 (3 years and 10 months ago)

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Copyright 2012

Presenters:

Certified Agent Advantage Program

CNAS:

Cartus
Network
Affinity
Specialist


2013

CARTUS

Copyright 2012

Agenda


2012 Program Performance


2012 Company Performance


Standard Operating Procedures


Service Performance Expectations


Agent Generated Referrals


HES Affinity Client Updates


Navy Federal Credit Union


Discover Home Loans


Real Estate Rewards


USAA


USAA Military Overview Training


CARTUS

Copyright 2012

2012 Affinity Services Results


2012

YOY

Referrals to Network


96,320

15.9%

Total Closings


40,516

17.9%

Broker Pipeline

30,787

18.8%

Total Sales Volume

$9.3 billion

21.1%

Total Cash Back Paid to Customers

$39 million

20.4%

Recommend Rate

89.5%

flat

Broker Action Commission Paid

$265 million

20.8%

CARTUS

Copyright 2012

Line of Business

# of Units

# of
Closings

Sales
Volume

Affinity

(USAA & HES)

Destination

Affinity

(USAA & HES)

Departure

Total Affinity

(USAA & HES) Business

Affinity Contribution to Our Company $ in
2012?

CARTUS

Copyright 2012

How Did We Perform in 2012?

Our Firm

Goal

Home Event Services

Sales Conversion
-

Homefinding

45%

Sales Conversion


Listing

30%

Top Block
(excellent only)
-

Program


88%

Top Block

(excellent only)
-

Agent

88%

USAA Movers
Advantage
®

Sales Conversion
-

Homefinding

50%

Sales Conversion
-

Listing

30%

Exceptional Experience

(Blocks 9&10)


Program overall


85%

Exceptional Experience

(Blocks 9&10)


Agent


85%

CARTUS

Copyright 2012

New Goals for 2013

Goal

Home Event Services

Sales Conversion
-

Homefinding

38%

Sales Conversion


Listing

25%

Top Block
(excellent only)
-

Program


89%

Top Block

(excellent only)
-

Agent

89%

USAA Movers
Advantage
®

Sales Conversion
-

Homefinding

46%

Sales Conversion
-

Listing

25%

Exceptional Experience

(Blocks 9&10)


Program overall


85%

Exceptional Experience

(Blocks 9&10)


Agent


85%

CARTUS

Copyright 2012

2012 Local Strategy Closing Goal

(Agent/Company Generated Referrals)

Our

Firm


Goal

Navy Federal
Closings

USAA Closings

CARTUS

Copyright 2012

CARTUS

Copyright 2012

AGR Submission
-

Why do it?

It makes Good Business Sense



Looking for a way to build your business? Take
advantage of your affiliation with USAA and Navy
Federal Credit Union 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


Retention tool = Evokes loyal customer


Satisfied customers will tell their friends, family and
co
-
workers




CARTUS

Copyright 2012

News to Know


Timeliness of reporting


Initial contact report


Critical gap in compliance nationwide


What happened with the lead? Coordinators need to know


2
-
day follow
-
ups by RECs




Effort to reduce member issues and lost sales


Pending Sales


Our corporate clients receive daily list to see if a mortgage
outreach is necessary


REC congratulations call


Automated emails are sent with home event tip sheets


Closings


Members are looking for their cash bonus



10

CARTUS

Copyright 2012

News to Know


New Standard Operating Procedure


Agent should discuss the program’s mortgage features and
benefits on

2

separate occasions


At initial meeting


At contract


Reminder


Member not using the program’s mortgage
company? Member is still enrolled in the real estate assistance
program!


Stay engaged with member


Set a communication plan


11

CARTUS

Copyright 2012

Service: Customers want RESPECT


Our members look for a Real Estate Agent to highlight their
commitment to outstanding service through….



R
igorous attention to detail


E
ffective communication


S
eamless deliveries


P
rofessionalism


E
fficiency


C
ourtesy


T
rustworthiness


12

“Always do more than is required of you”



General George S. Patton

CARTUS

Copyright 2012

USAA Launches The Electronic
Survey!

13

CARTUS

Copyright 2012

USAA


Survey Introduction Letter

14

Survey is from USAA and subject line of email :

USAA
Movers
Advantage

®

Satisfaction Survey

CARTUS

Copyright 2012

USAA


Program Overall Question

15

CARTUS

Copyright 2012

USAA


Agent specific Questions

16

Agent Name is referenced

In the question!

CARTUS

Copyright 2012

USAA Email Surveys


Key Points


Member “may” receive a survey


Due to spam issues


There is no survey example to show member as in the past


Remind member to update their contact information
on usaa.com
including
their email address within 2 weeks of closing


Especially on military emails


Members will receive the survey 17 days after closing


Members who drop from the program will receive the survey 5
days after their file is closed


There is no ability to re
-
send the survey


What if member states one of the following: 1) I haven’t
received the survey? 2) I accidently deleted the survey?

1) Ask the member if they informed USAA of their new email address
within 2 weeks of closing. 2) Unfortunately, USAA cannot re
-
trigger
MAP email surveys. Members are always welcome to contact usaa.com
to provide feedback

17

CARTUS

Copyright 2012


HES: Electronic Survey

Program Rating = Question
#11

Agent Rating = Question #10

Top 2 Blocks are
referred
to as


Top Block




CARTUS

Copyright 2012

Client Updates

CARTUS

Copyright 2012

Navy Federal Credit Union

Bill Tessier

Asst. Vice President

Real Estate Lending

Navy Federal Credit Union


Founded in 1933

4.4 Million Members as of 2012


Ranked number 56 on
Fortune's

100 Best
Companies to Work For list in 2012


CARTUS

Copyright 2012

Program Name & Logo:

Customer Type:

Member

Participating Lender:

Navy Federal Mortgage

Incentive:

Cash Bonus (deposited into member
share savings account)

Closings since 1993:

34,270



Program Results




Member
Placements:
10,277
Up
45%
YOY



Closings
:
3,986


Goal
4,000


Up 45.6% YOY


Average Sales Price: $ 239,931

2013 Opportunities up 32% YOY Goal is 5,000 Closings

Service Excellence:




Program Overall :


88%


Real Estate Agent Overall:

91%


Satisfaction:


91%














Navy Federal Credit Union
RealtyPlus

REALTYPLUS


2012
-
Another
Record Year!

CARTUS

Copyright 2012

Sources
of Business


Source

Percent of Business

Members introduced by Navy Call Centers

50%

Members Call 800#

16%

Internet

14%

Navy Branch Leads

14%

Agent Generated (2013 goal is 12%)

6%


In
2012
NFCU welcomed
600,000
+ new
members


Branch visibility! Currently
225+
branches worldwide and RealtyPlus leads received
from over
684
Branch
employees up 58% YOY


9 New Branch openings in 2012


FL / TX / GA / CA / MD


Navy
has 3 Call Center Locations:
Winchester, VA, Vienna, VA (Navy’s headquarters),
Pensacola, FL
(350+
call center employees )


An active
broker
pipeline averages
4,000 members

Did you know?

There are 5 primary sources of members reaching Realty Plus

CARTUS

Copyright 2012

Marketing

In 2012

Home Center
-

promoting education / Mortgage / RealtyPlus

Navy no pre qualification / application fee to members

Broker training webinar posted to Cartus Networks

Select

Broker Branding Available to Brokers in Network ( Posters / buttons/ mortgage
folders / micro sites / email)

Varies campaigns: Radio spots / TV commercials / Face book / You Tube videos /
statement inserts / In branch marketing / ATM marketing

LCD /Plasma screen ads


I
n
2012 and 2013 continue
efforts to drive members through
website/call
center


Continue promotion of
$2,500 in closings costs


https://homecenter.navyfederal.org



CARTUS

Copyright 2012

A Variety of Mortgage Programs


Some benefits members receive:


Closing costs up to $2,500*


Personal guidance from first call to closing, 7 days a week


No application fee*


Competitive interest rates and points, including a no
-
point option


No fees for underwriting, document preparation, notary service or
document copying


No PMI on most conventional loans


No hidden fees or surprises at closing


Navy Federal service for the life of your loan


Rate lock options


Bi
-
weekly payment plans


No prepayment penalties


Loans available nationwide


Need Mortgage Assistance?


Contact Local Navy Federal Team Members


* Limited time offer


Including :
Conventional, FHA, VA, 100% Buyer’s Choice
®
, &
Active Duty
Choice
®
Mortgages


Banner NFO Web
Offerings

CARTUS

Copyright 2012

Navy Agent Help Desk

CARTUS

Copyright 2012

26

CARTUS

Copyright 2012

Discover
Home

Loans
: Real Estate Rewards



Customer Type:

Customers

Participating Lender:

Discover Home Loans

Incentive:

Cash Rewards

Customers

30+ Million Credit Card holders

Discover Employees

Mortgage Bankers

(contact info provided w/referral)


(may have direct contact with Agents)

Mortgage Escalation

To the Cartus Coordinator

and/or Mortgage Banker

Discover Home Loans and The Real Estate Rewards program launched October 2012

In KS and TN Discover Gift Card Offered

CARTUS

Copyright 2012

Discover’s Lending Promise

CARTUS

Copyright 2012


M
arketing campaign


Real Estate Rewards
Site with MLS
Search


Up to $2,000* in mortgage incentives


Up to $3,100* in Cash Rewards for
using Real Estate Rewards


Target closing goal is 500






Real Estate Rewards in 2013

Customer Inserts

CARTUS

Copyright 2012

CARTUS

Copyright 2012



















Members Services
Received
127K



9.3%
*

Placements to N
etwork

94.8K



16.6%
*

Pipeline of Services Placed

25.9K



15.9%
*

Closings

35.5K



14.2%
*


AGR
closings


3,795



18.0%
*

Member Satisfaction

82.1%




1%
Mortgage Closings

15K




4.1%



2012 Year End
Key

Results


*
All Time Record

CARTUS

Copyright 2012

A Message from USAA Leadership

CARTUS

Copyright 2012

Movers
Advantage
®

20
th

Anniversary

0
2500
5000
7500
10000
12500
15000
17500
20000
22500
25000
27500
30000
32500
35000
37500
2004
2006
2008
2010
2012
22211
24775
25311
25541
23700
28559
30783
30993
35805


375,000 transactions closed since 1992!



Over $3 Billion commissions earned!



$301 million paid to members!





CARTUS

Copyright 2012

USAA Mortgage Updates


Electronic E
-
signatures now accepted


New Construction


95% complete before appraisal can be ordered


VA Loan Standard Documentation /Training tool


Partnership with D.R. Horton, national builder


Increased USAA mortgage fulfillment staffing


2011


46 pods (teams)


2012


77 pods


2013


89 pods


Certified Cash Buyer program (CCB)


The Certified Cash Buyer Program otherwise known as a CCB is a
conditional credit pre
-
approval for your home financing. The mortgage
conditional credit is valid for up to 90 days before closing so you have
the advantages of a cash buyer. VA loans are valid for 120 days for
existing homes, and extended to 180 days for new construction.





34

CARTUS

Copyright 2012

USAA Updates



National marketing


Zillow
,
Homefinder,Military

by Owner,
Truila
, Realtor and
Adconion


Banner ads on usaa.com


USAA
Movers
Advantage
®

Folders


Ancillary services for the member


ADT


Whitefence


Home Value Monitoring


Contractor Network


PODs


Home Circle enhancements



35

CARTUS

Copyright 2012

1.
Improved MLS# search

2.
Larger Images
on
Details Pages

3.
Duplicate
MLS# support

4.
Better
Google Ad tracking (traffic
improvements)

5.
Agent
Portal
-

Updated email
templates

6.
Property
Status (Active/Pending)

7.
“Date Added” Now on Listings

8.
Upgrade
to Google Maps v3

9.
Unique
title tags for better search
engine placement

10.
Property
Risk Assessment Tools

11.
Schools
not displayed on maps

12.
Agent
Bulk re
-
invite Batch Mode

13.
Better
reporting on "No mortgage
available" (Agent Portal)

14.
Floating
Map on
Search Results
Pages

15.
Enhanced
Rental Attribute Search

HOME CIRCLE

Numerous

Search Enhancements
-

Launched


16.
City and Military Base Type
-
Ahead

17.
LeadQual
-

Placement form

18.
Broker Tagline Updates

19.
Atlas Tag for better reporting/analytics

20.
Cash Bonus Formula Update (HC, Alert,
AP)

21.
Agent Portal
-

Bulk re
-
invite for Brokers

22.
Coborrower & Mortgage/Agent
correlation

23.
Basic Pet Friendly Filter for Rentals

24.
MA Form A/B Test: Security Messaging

25.
Typeahead: Phase 2 Improvements
(unified search box)

26.
Search by Address
-

Phase 1
-

Exact
Search

27.
And more….

CARTUS

Copyright 2012

Reminder!
-

USAA Updated Quote Request

When to Use


This procedure is required (not optional) for
all USAA Movers
Advantage
® referrals.


member indicates they may not be using USAA
Mortgage because they need a faster closer or
are shopping rates,


Set the member’s expectations!


A USAA specialist will contact them for a
complimentary mortgage comparison


Immediately send request with a copy to
your Relocation Department to
mortgage@usaa.com


Don’t send to be sending
-
2 weeks before e
closing is not acceptable !

Over 3,100 requests sent in 2012



CARTUS

Copyright 2012

3
-
Step USAA Mortgage Process

38

STEP 1: GET PRE
-
APPROVED


USAA Bank provides a Pre
-
Approval/
C
ertified
C
ash
B
uyer (CCB) certificate that contains
pre
-
approved loan amount, monthly payment and taxes.


This is an
estimate

of buying power determined from the member’s credit score and an
automated underwriting system decision based on the member’s stated information.


IMPORTANT: a CCB is
not

a Mortgage Loan Approval.


Once the seller & buyer have a signed purchase agreement member moves to step 2.



STEP 2 : CONVERT PRE
-
APPROVAL TO MORTGAGE APPLICATION


USAA Bank will convert the Pre
-
Approval/CCB into a full mortgage loan application AFTER
BOTH
“A” & “B”

occur:



A)
Member or agent fax in the
fully executed

purchase agreement to:
(866) 384
-
8867




B)

MEMBER MUST call
USAA Bank at 1
-
800
-
531
-
8722 NO LATER than the next


business day. This is necessary to confirm the closing date, ensure it can be


met and to order the Conventional or VA appraisal.



STEP 3: SEND IN REQUIRED DOCUMENTATION FOR UNDERWRITING APPROVAL



Examples: income and asset verification as well as all signed disclosures, otherwise the


closing date could be in jeopardy.


USAA must confirm information that was stated by member at time of pre
-
approval as well
as receive a property appraisal verifying acceptable value and condition.

Note: If at anytime during the Pre
-
Approval, Loan Application, or Appraisal Process
something changes related to employment, assets, credit or the purchase
contract, please notify USAA immediately.



Note: Closing date is set and rate is discussed/locked AFTER the MEMBER calls USAA
Bank at 1
-
800
-
531
-
USAA (8722) to begin Step 2. Purchase agreement required.

CARTUS

Copyright 2012

USAA Contract Cover sheet:
USAA & MFHL

New look!

CARTUS

Copyright 2012

Mortgage Escalation Process


Always check the USAA mortgage portal for status updates


Contact processor


If they cannot reach the processor they can press 0 (zero) to reach a
Senior


Agent Helpdesk 800
-
914
-
9691


Still need help? Agent should contact Relocation Department


Relocation department process


Email
qualityassurance@cartus.com

with a cc to
cindy.king@cartus.com
.



The email must contain the following:




Member name,



File #, Member #, and loan # if available.


Your email will be forwarded to USAA, so please make sure it
contains facts and try to eliminate agent’s comments about
USAA. We will escalate the issue and keep you posted on
status when it is provided by USAA.



CARTUS

Copyright 2012


Continue to deliver exceptional service



Improve conversion rates



Make members aware of USAA products and services



USAA Mortgage UPQ


“Speed to Lead”



Use Agent Portal



Sales Contracts


Speed up the process
-

contract reporting time




Your

Role

USAA Preferred Agent Portal


Updated February 2013

Military
Overview