Certified Agent Advantage Program
Presenters:
CNAS:
Cartus
Network
Affinity
Specialist
2013
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
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%
89.5%
flat
$265 million
20.8%
Referrals to Network
Recommend Rate
Broker Action Commission Paid
CARTUS
Copyright 2012
Affinity Contribution to Our Company $ in
2012?
Line of Business
Affinity
(USAA & HES)
Destination
Affinity
(USAA & HES)
Departure
Total Affinity
(USAA & HES) Business
CARTUS
Copyright 2012
# of Units
# of
Closings
Sales
Volume
How Did We Perform in 2012?
Our Firm
Home Event Services
Goal
Sales Conversion - Homefinding
45%
Sales Conversion – Listing
30%
Top Block (excellent only) Program
88%
Top Block (excellent only) - Agent
88%
USAA MoversAdvantage®
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 MoversAdvantage®
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
Navy Federal
Closings
USAA Closings
CARTUS
Copyright 2012
Goal
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
CARTUS
Copyright 2012
10
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
CARTUS
Copyright 2012
11
Service: Customers want RESPECT
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
“Always do more than is required of you”
– General George S. Patton
CARTUS
Copyright 2012
12
USAA Launches The Electronic
Survey!
CARTUS
Copyright 2012
13
USAA – Survey Introduction Letter
Survey is from USAA and subject line of email :
USAA MoversAdvantage ® Satisfaction Survey
CARTUS
Copyright 2012
14
USAA – Program Overall Question
CARTUS
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15
USAA – Agent specific Questions
Agent Name is referenced
In the question!
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Copyright 2012
16
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
CARTUS
Copyright 2012
17
HES: Electronic Survey
Program Rating = Question
#11
Top 2 Blocks are referred to as
“Top Block”
Agent Rating = Question #10
CARTUS
Copyright 2012
Client Updates
CARTUS
Copyright 2012
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
CARTUS
Copyright 2012
Navy Federal Credit Union RealtyPlus
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
REALTYPLUS – 2012-Another Record Year!
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 :
 Real Estate Agent Overall:
 Satisfaction:
CARTUS
Copyright 2012
88%
91%
91%
Sources of Business
Did you know? There are 5 primary sources of members reaching Realty Plus
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
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
 In 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
Including : Conventional, FHA, VA, 100% Buyer’s Choice®, & Active Duty
Choice® Mortgages
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
CARTUS
Copyright 2012
Banner NFO Web Offerings
Navy Agent Help Desk
CARTUS
Copyright 2012
CARTUS
Copyright 2012
26
Discover Home Loans: Real Estate Rewards
Discover Home Loans and The Real Estate Rewards program launched October 2012
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
In KS and TN Discover Gift Card Offered
CARTUS
Copyright 2012
Discover’s Lending Promise
CARTUS
Copyright 2012
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
CARTUS
Copyright 2012
CARTUS
Copyright 2012
2012 Year End Key Results
Members Services Received
Placements to Network
Pipeline of Services Placed
Closings
AGR closings
Member Satisfaction
Mortgage Closings
127K
 9.3%*
94.8K
 16.6%*
25.9K
 15.9%*
35.5K
3,795
 14.2%*
 18.0%*
82.1%

1%
15K

4.1%
*All Time Record
CARTUS
Copyright 2012
A Message from USAA Leadership
CARTUS
Copyright 2012
MoversAdvantage® 20th Anniversary
35805
37500
30783
35000
32500
24775
30000
25311
25541
23700
27500
25000
30993
28559
22211
22500
20000
17500
15000
12500
10000
7500
5000
2500
0
2004
2006
2008
2010
 375,000 transactions closed since 1992!
 Over $3 Billion commissions earned!
 $301 million paid to members!
CARTUS
Copyright 2012
2012
USAA Mortgage Updates


Electronic E-signatures now accepted
New Construction




VA Loan Standard Documentation /Training tool
Partnership with D.R. Horton, national builder
Increased USAA mortgage fulfillment staffing




95% complete before appraisal can be ordered
2011 – 46 pods (teams)
2012 – 77 pods
2013 – 89 pods
Certified Cash Buyer program (CCB)

CARTUS
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.
Copyright 2012
34
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
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Copyright 2012
35
HOME CIRCLE
Numerous Search Enhancements - Launched
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
CARTUS
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
Copyright 2012
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….
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
CARTUS
Copyright 2012
3-Step USAA Mortgage Process
STEP 1: GET PRE-APPROVED
 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.
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.
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.
CARTUS
Copyright 2012
38
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
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

CARTUS
Speed up the process- contract reporting time
Copyright 2012
USAA Preferred Agent Portal
Updated February 2013
Military
Overview