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APEX Agent GuideTopic: Completing a Home Finding Referral in APEX


APEX – What is it?

Online system for associates, transferees, and vendors

Goal of standardizing processes and increasing efficiencies (both internal and external)

Broker/Agent Processes Currently Through APEX

• Broker Profiles & Agent Profiles• All BMA process points

• Beginning to end home finding process


What if I have an issue with APEX?

You have questions about the home finding process in APEX

After reviewing the guide, you still have questions about the home finding process in APEX

You are having technical issues with APEX

Review this guide

Contact the SIRVA Relocation associate who is noted on your initial home finding referral email

Call the SIRVA CSC at 1-800-999-5917, select Option 1 (please hold for the next available attendant)

ISSUE ESCALATION

NOTE: If you are using a MAC, in order to allow APEX to work properly, you must use the ‘Firefox’ browser

instead of the ‘Safari’ browser


APEX 3.1 – Home Finding

Goals

• Beginning to end home finding process in APEX

• Improved efficiency; elimination of paperwork

• Ability for broker/agent to enter updates at any time

• Increased ability for agent to interact with APEX system

• Alerts and reminders for incomplete tasks

• Increased conversion for home finding, SIRVA Mortgage and SIRVA Settlement


APEX 3.1 Process

Home Finding

Coordinator (Broker) Tasks

AgentTasks

All referrals are placed through your

brokerage’s relocation department or broker


APEX 3.1 Agent Tasks


Agent Capabilities in APEX 3.1

Increased capabilities over APEX 2.0 (BMA process)

• Enhanced Agent Tasks

• Agent Ad-Hoc/Portal Functionality

• Reminders & Alerts


APEX 3.1 Process

Home Finding


AgentTasks

Agent tasks are broken down into

three sections


APEX 3.1 Process – ‘Trip’

Home Finding


AgentTasks


Summary of Agent Tasks – ‘Trip’

Agent contacts transferee

Enters trip dates

Reads and acknowledges agent instructions

SIRVA Mortgage notification and acknowledgement

Pre-Assigned Closing Office notification and acknowledgement

Confirm trip dates

Enter home finding trip results


Agent notification of referral

• All referrals are placed through your brokerage’s relocation department or broker

• You will receive this email after the referral has been assigned to you by your relocation department or broker.

• Contact the transferee per the instructions (in the red box)

•Note your contact at SIRVA for this assignment

• Click the link to access the APEX system


Log In Screen

The link will bring you to this log-in screen. • Enter your user name and password (should have received this

with first email welcoming you to the system)

• Your user name is your email address

Note: If at any time you forget your password, click on this link to have it reset


This first screen in APEX is your ‘Agent Portal’• Any tasks you receive from APEX will start here

Agent Portal

1. You may have two tasks in your inbox1. Contact Task2. SIRVA Mortgage Task

2. Click the ‘Start Task’ arrow1. You can do in any order, but both will need to be completed

3. Proceed to the next step in the process


Home Finding Trip Task

Three Sections

Schedule Trip

Needs Analysis

Agent Instructions


Schedule Trip

Once you contact transferee, enter transferee’s trip date

If trip date is unknown, select second button


Needs Analysis

Needs analysis has been completed by transferee

Provides information regarding:

• Locations of interest

• Types of home desired (age, price)

• Community desired

• Schools/Education Information

• Additional comments


Agent Instructions

After entering trip dates/dates unknown, click the ‘Read and Acknowledge Agent Instructions’ button


Agent Instructions

Instructions include information regarding:

• Buyer Agency

• How to handle an offer for SIRVA

• Recommended contingencies for purchase contract (addendum will be received with confirmation email)

• Recommended inspections

• Instructions on what to do once you have an accepted offer

NOTE: You will receive a copy of these instruction in the confirmation email you will receive after completing this task

You must acknowledge to move forward


Agent Instructions

Submit button appears after instructions have been acknowledged

CLICK HERE to complete

taskReminder email will be sent at 24 and 48 hours if task is not completed. Broker will be contacted at 48 hours.


This screen should then appear so that you know the task is completed

Agent ‘Enter Trip Date Task’ Complete


SIRVA Mortgage Acknowledgement


SIRVA Mortgage Acknowledgement

When available, agent should support use of SIRVA Mortgage for this transaction

Acknowledge your understanding that SIRVA Mortgage should be supported by typing name and submitting

If task is not completed within 24 hours of receipt, you will receive a reminder


Agent Trip Date Email - Instructions & Addendum Atta ched

Primary Home Finding Contact (Broker) receives copy of email as well

This email will be sent to you after you have completed the enter trip dates task. It will include a copy of the instructions you acknowledged as well as the SIRVA addenda that should be included when the transferee completes a purchase contract


Pre-Assigned Closing Office Task

Click the link to access the APEX system

Within two days of referral, you will receive this email notifying you of the pre-assigned closing company for this transaction


Pre-Assigned Closing Office Acknowledgement

Agent should support use of pre-assigned closing office for this transaction

Acknowledge your understanding that pre-assigned closing office should be supported by typing name and submitting

Company name, address and contact information provided



Confirm Trip Dates

Five daysFive days before transferee’s trip, you will receive this email task to either confirm or update the trip dates



Confirm Trip Dates

Options to complete task

1. Trip dates are accurate – Select ‘Confirm’ button

2. Trip dates have changed – Select ‘Update trip date’ and enter new dates

3. Trip date has now changed, but dates are unknown – Choose ‘Trip Date is Unknown’

CLICK HERE to complete task



Trip Results

On the trip start dateOn the trip start date, you will receive this email task to provide information regarding the trip’s results



Trip Results

Enter information regarding trip results into open text box (500 character text limitation) – Will send update to Relocation Counselor

If transferee purchased, after completing this task, go back to agent portal and click the ‘Enter Purchase Information’ link to enter purchase information

If task is not completed within 24 hours of the trip end date, you will receive a reminder


Multiple Trips

If transferee plans more than one trip, each trip should be entered into APEX and the results recorded.

New trips can be added by using the ‘Ad Hoc’ functionality of APEX under the ‘Schedule/Update Trips’link


APEX 3.1 Process

Home Finding


AgentTasks


Summary of Agent Tasks – ‘Purchase’

Enter Purchase Information

Agent enters information through ‘Ad Hoc’ function

OR

Agent receives task from Relocation Counselor


Ad-Hoc Functionality – Enter Purchase Information

You can choose to go into APEX at any time to enter the purchase information


SIRVA Purchase Information Task to Agent

Internal APEX screen – Relocation Counselor selects action to ‘Request Purchase Info’ from agent

Task is created that is sent to agent


Purchase Info Task Email to Agent



Purchase Info Task

Whether you go through the Ad-Hoc method or receive a task, you will arrive at this screen

Four sections to complete:

• Purchase Information

• Commission

• Referral Fees

• Purchase Agreement


Purchase Information

Enter all address information, purchase price, list price, purchase date and estimated closing date

Pre-Assigned Closing Office information – You acknowledged previously, note if using pre-assigned office


Purchase Information

If not using pre-assigned closing office, answer ‘No’, provide closing office used name and phone number. Select reason why pre-assigned closing office not being used


Commission/Referral Fee

• Enter commission rate and split

• Referral fee % will be auto-filled from referral acknowledgement

• Referral fee amount will be calculated, calculated amount will auto-fill into the actual referral fee amount

• If you change the actual to something different from calculated, you must provide reason


Purchase Agreement

You must do one of two options:

• Upload agreement

OR

• Check the box next to ‘I am not able to upload the contract’(Reason why is required)

CLICK HERE to complete task


APEX 3.1 Process

Home Finding


AgentTasks


Summary of Agent Tasks – ‘Closing’

Confirm estimated close date

Enter actual close date


Closing Confirmation Task Email to Agent


Nine days priorNine days prior to the estimated close date, you will receive this email task to confirm or update the estimated closing date


Confirm estimated closing date/purchase price

If task is not completed within 8 hours of task receipt date, you will receive a reminder

You have two questions to answer and the ability to add any comments

Estimated Close Date

Confirm close date has not changed

OR

If date has changed, enter new close date

Purchase Price

Confirm purchase price has not changed

OR

If price has changed, enter new purchase price


Post-closing: Actual close date and price


On the estimated close dateOn the estimated close date you provided, you will receive this email task to confirm or update the actual closing date


Confirm estimated closing date/purchase price

If task is not completed within 24 hours of task receipt date, you will receive a reminder

You have two questions to answer and the ability to add any comments

Actual Close Date

Confirm closing is complete and enter actual close date

(If closing did not occur, contact SIRVA associate)

Purchase Price

Confirm purchase price has not changed

OR

If price has changed, enter new purchase price


Sample Time Line


Ad-Hoc Functionality – Agent APEX Portal

• On your ‘Agent Portal’ screen, you will find several resources on the left side bar

• You have the ability to do three ‘Ad Hoc’ Home Finding Actions at any time on any open transferee file


Enter Comments

Note that comments will not be sent to

anyone at SIRVA; for recording purposes

only

You will see all of your open transferee files – click the ‘Enter Comments’ button


Schedule/Update Trips

You will see all of your open transferee files – click the ‘Update Trip Date’ button


Schedule/Update Trips – New Trip

If transferee has a new trip planned, you can add a new trip

You will see all of your open transferee files – click the ‘New Trip Date’ button


Enter Purchase Information

You will then be brought to the ‘Enter Purchase Info’ screen


Notifications from SIRVA associate

You may receive an email with information regarding any of the following topics from a SIRVA associate. These emails will be sent for your informational purposes

• Trip dates changed

• New trip date is scheduled

• Referral is cancelled

• If referral is cancelled, all tasks and reminders will also be cancelled


Agent Ratings

Relocation Counselor will complete Home Finding Agent Rating on every agent

Rating scale for each section is 1 – 5, with 1 being the lowest possible score (5 = Excellent; 4 = Very Good; 3 = Good; 2 = Fair; 1 = Poor)

Refer to the “Home Finding Agent Ratings – Reference Guide”for more information on what is considered for each section


Important Notes

• If there is a sale fall-thru, agent does not have the ability to put into APEX – must contact SIRVA associate to process

• If a referral is cancelled, the agent and the ‘Primary Home Finding Referral Contact’ will receive an email from APEX notifying you of this; all tasks and reminders in APEX will be cancelled

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