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Certified Agent Advantage Program. CNAS: Cartus Network Affinity Specialist 2013. Agenda. 2012 Program Performance 2012 Company Performance Standard Operating Procedures Service Performance Expectations Agent Generated Referrals HES Affinity Client Updates Navy Federal Credit Union

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certified agent advantage program

Certified Agent Advantage Program


Cartus Network Affinity Specialist


  • 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
agr submission why do it
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
news to know
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
news to know1
News to Know

New Standard Operating Procedure

  • Agent should discuss the program’s mortgage features and benefits on2 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
service customers want respect
Service: Customers want RESPECT

“Always do more than is required of you”

– General George S. Patton

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

  • Rigorous attention to detail
  • Effective communication
  • Seamless deliveries
  • Professionalism
  • Efficiency
  • Courtesy
  • Trustworthiness
usaa survey introduction letter
USAA – Survey Introduction Letter

Survey is from USAA and subject line of email :

USAA MoversAdvantage®Satisfaction Survey

usaa agent specific questions
USAA – Agent specific Questions

Agent Name is referenced

In the question!

usaa email surveys key points
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


HES: Electronic Survey

Program Rating = Question #11

Top 2 Blocks are referred to as

“Top Block”

Agent Rating = Question #10

navy federal credit union
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

Bill Tessier

Asst. Vice President

Real Estate Lending

Navy Federal Credit Union


Navy Federal Credit Union RealtyPlus

REALTYPLUS – 2012-Another Record Year!

  • Program Results
  • Member Placements: 10,277 Up 45% YOY
  • Closings: 3,986Goal 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%

Sources of Business

Did you know? There are 5 primary sources of members reaching Realty Plus

  • 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


  • In 2012 and 2013 continue efforts to drive members through website/call center
  • Continue promotion of $2,500 in closings costs


a variety of mortgage programs
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

discover home loans real estate rewards
Discover HomeLoans: Real Estate Rewards

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

In KS and TN Discover Gift Card Offered


Real Estate Rewards in 2013

  • Marketing 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

Customer Inserts


MoversAdvantage®20th Anniversary

  • 375,000 transactions closed since 1992!
  • Over $3 Billion commissions earned!
  • $301 million paid to members!
usaa mortgage updates
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.
usaa updates
USAA Updates
  • National marketing
    • Zillow, Homefinder,Military by Owner, Truila, Realtor and Adconion
    • Banner ads on usaa.com
  • USAA MoversAdvantage® Folders
  • Ancillary services for the member
    • ADT
    • Whitefence
    • Home Value Monitoring
    • Contractor Network
    • PODs
  • Home Circle enhancements

home circleNumerousSearch Enhancements - Launched

  • City and Military Base Type-Ahead
  • LeadQual - Placement form
  • Broker Tagline Updates
  • Atlas Tag for better reporting/analytics
  • Cash Bonus Formula Update (HC, Alert, AP)
  • Agent Portal - Bulk re-invite for Brokers
  • Coborrower & Mortgage/Agent correlation
  • Basic Pet Friendly Filter for Rentals
  • MA Form A/B Test: Security Messaging
  • Typeahead: Phase 2 Improvements (unified search box)
  • Search by Address - Phase 1 - Exact Search
  • And more….
  • Improved MLS# search
  • Larger Images on Details Pages
  • Duplicate MLS# support
  • Better Google Ad tracking (traffic improvements)
  • Agent Portal - Updated email templates
  • Property Status (Active/Pending)
  • “Date Added” Now on Listings
  • Upgrade to Google Maps v3
  • Unique title tags for better search engine placement
  • Property Risk Assessment Tools
  • Schools not displayed on maps
  • Agent Bulk re-invite Batch Mode
  • Better reporting on "No mortgage available" (Agent Portal)
  • Floating Map on Search Results Pages
  • Enhanced Rental Attribute Search
reminder usaa updated quote request
Reminder! - USAA Updated Quote Request

When to Use

This procedure is required (not optional) for all USAA MoversAdvantage® 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

3 step usaa mortgage process
3-Step USAA Mortgage Process

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.


  • USAA Bank provides a Pre-Approval/Certified Cash Buyer (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.


  • 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.


  • 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.

mortgage escalation process
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.  

Your Role

  • 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
usaa preferred agent portal

USAA Preferred Agent Portal

Updated February 2013