Download - WelcomeHomeProgram Credit Union

Offers your Credit Union and your Members more!

Proprietary Notice: This presentation includes data that shall not be disclosed outside the Credit Union and shall not be duplicated, used, or disclosed - in whole or in part - for any purposes other than to review this presentation. This restriction does not limit the Credit Union’s right to use information contained in this presentation if it is obtained from another source without restriction. Each sheet in this presentation is subject to the above restriction.

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Program Overview

• Personal Program Specialist ready to assist your members’ with questions regarding the program

• Assistance with buying, selling and financing a home, discounts on other ancillary services

• Recommendation to specially trained and certified Real Estate Agents from select real estate companies from leading firms in each market

• Member receives cash back (in most states) based on the sale and/or purchase price when they close through the recommended program agent


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Real Estate Assistance Program

Features & Benefits– No cost to you or your member to participate

– Personal Specialist to provide guidance and advocacy through the move process

– Referral to high performing, Affinity certified agents in closed broker network

– Redirects / cross-sells to your credit union mortgage program, successfully impacting your mortgage conversion

– Cash-back based on the purchase and/or sale price of a home (in most states)

– Convenient access via web or phone (Monday – Friday, 7:30am – 8:00pm and Saturday, 8:30am – 5:00pm CST)


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Real Estate Assistance (Buying & Selling)

Budget Truck Rental (Self Moves)

HomeExpress (Vanline Services)

PODS (Portable On Demand Storage)

Rental Assistance

Menu of Services

Affinity Program Offerings


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Typically costs less than half of what moving companies charge.

Designed to provide insurance coverage for personal belongings during transportations.

Covers all goods from their pick up by the movers until they are received at the policyholder’s new residence.

Available for moves in the US or around the globe.

Available for individual purchase or as part of a corporate benefit program.

Can be purchased online.

Moving Insurance

Member Benefits


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Cash Back

Your member receives cash back when they buy and/or sell through the program recommended agent

• If member Buys and Sells they could Receive Two Bonuses • Cash Back Provided in Most States (prohibited in NJ, MS, OK, AK, LA and

program is not available in IA)Sale/Purchase Price Rebate

< $75,000 $175

$75,001 - $125,000 $350

$125,001 - $175,000 $525

$175,001 - $225,000 $700

$225,001 - $275,000 $900

$275,001 - $325,000 $1,100

$325,001 - $375,000 $1,300

$375,001 - $450,000 $1,500

$450,001 - $550,000 $1,550

$550,001 - $650,000 $1,600

$650,001 - $750,000 $1,800

$750,001 - $850,000 $2,000

$850,001 - $950,000 $2,220

$950,001 and above $2,400


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Our Program Broker Network

• “Best of the Best”– Market Leader with Proven Track Record– Contractual Obligations– Single point of contact: relocation department

• “Brokers are Measured”– Service performance surveys to members (Interim/Final) – Monthly metrics (mortgage conversion of our partners

mortgage products)

• Utilize “A” team of Agents– Committed to affinity business model / service excellence– Minimum 2 years full-time experience / 1 year community

resident– Participate in on-going affinity training and certification

(2 trainings required / year)– Background check required


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Our Program Partner

• Who are Realogy and Cartus?• Realogy is the world’s largest Real

Estate franchisor. • Cartus has over 50 years relocation

industry experience, Affinity programs since 1989

• 2,800+ employees worldwide• 100,000+ corporate/member moves

per year


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Welcome Home Program Specialist

Did you know…Specialists receive incentives based on mortgage conversion and service provided to members

Specialist-Single Point of Coordination

• Identifies Member's Home Event needs • Counsels on buy / sell process• Immediately notifies broker for same

day agent contact (electronic connectivity)

• Sets expectations for next steps • Performs 7-9 proactive follow up calls • Performs cross-sell of client’s services

(via warm handoff & re-directs) • Acts as advocate for your member • Resolves issues


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Typical Member Experience

Member closeson home having received excellent overall service

Same daycontact

Sends areaHousing data

3 days

ListingAppointment

Within 1 weekof initial call

After listingAgreement,

WeeklyContactongoing

Househunting permember’srequest

Attends Closing

ContactEvery 2

weeks forHomefinding

Initial call

24-hourFollow-up

“Live”

5-dayFollow-up

“Live”

30-dayFollow-up

“Live”

Follow-upon house

Hunting trip“Live”

Post-Closing

Follow-up

Follow-up onListing activity& Expiration as

appropriate “Live”

2 weekFollow up

“Live”

After contractSigned

Contractsweekly orAs agreed

The Member’s Experience: High Touch

Welcome Home Program Specialist

Network Broker “A” Team Agent


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Credit Unionpromotesprogramasmemberbenefit.

Memberaccesses informationon credit unionwebsite orother literature and calls1.800-xxx-xxxxnumber.

A dedicated Program Specialist willdetermine the member home buying, selling, renting,mortgage andmoving needs.

The Specialistacts as theiradvocateand provides guidance throughouttheir realestate transaction.

The Specialistrecommendsa participatingReal EstateBroker and refers member to other related ServiceProviders.

Agent contacts memberwithin 24hours providingexpert service from initialcall to post-closing.

Member closes on property. Property fundedCash back / Credit issued.Service evaluations mailed.

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How Welcome Home Works


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Marketing Plan

– Co-Branded Website• See next slide

– Educational Articles

– Newsletters

– Credit Union Information Desk

– Online/ Intranet

– Home Buyer Seminars

Build member awareness through integrating with Current Mortgage Marketing


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Co-Branding WelcomeHomeProgram

Logo

Website Homepage Sample

FooterWelcome Home Program is a service offered by Continental Federal Credit Union in partnership UNFCU Financial Advisors . Copyright © 2008 UNFCU Advisors, A United Nations Federal Credit Union owned company. All rights reserved.

Custom footer and logo are applied to ALL pages.


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Our Process is Simple

Is member committed to agent?If not, introduce member to Welcome Home Specialist

Program Specialist counsels member, reinforces / refers to mortgage / contacts Realtor

Agent makes same day contact / reinforces mortgage throughout process

Warm hand-off

Member speaks toCredit Union Mortgage Loan Officer

Member selects prompt or receives call from web inquiry

Member responds:• Calls program 800 # • Completes web inquiry form


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Program Process Flow

Frequent “Need-driven” Follow-up with member by Real Estate Specialist and Real Estate Agentto Ensure Service Satisfaction / ConversionUse of Home Lending Program Reinforced on Every Call

Member Closes on PropertyMortgage Funded Cash-bonus mailed to memberFinal Service Evaluation sent to member

Credit Union Promotes Program as Part of Purchase Home Lending Program Marketing Plan.

Member calls Program 800 #M-F 7:30am-8pm Sat 8:30am 5pm CST

Real Estate Broker Receives Referral via Broker Center • Selects Agent based on needs analysis provided • Relays member’s needs (real estate, mortgage)• Reinforces Use of Home Lending Program (Phone Number Provided by Real Estate Specialist) – Mortgage Ack. Form

Broker Agent contacts member same dayExpert Service Provided:• Criteria-specific Homes Researched / Identified• Review Mortgage Features / Benefits• Reinforces use of Home Lending Program• Community Selection Assistance• Sends Housing information & schedules HH date• Listings: Provides Market Analysis

Starts with...

• Initial Call• 24hr Follow-up• 5 day Follow-up• 2-week Follow-up• Monthly Follow-up• Critical Milestones• Broker Follow-up• Congratulations at Contract• Pre-Closing• Post-Closing

Fulfillment Kit Mailed• Welcome Letter• Buy Smart• Sell Smart• Finance Smart

If no Participation, Personalized Letter Mailed to member

Service Results CompiledProgram Participation &Performance Analysis Reported

Welcome Home Specialist

- Identifies member needs- Counsels Home Buying / Selling Process- Cross-sells use of Home Lending Program (warm hand off &

redirects)- Sets expectations of next steps- Defines role as advocate throughout- All notes / transaction activity captured- Mortgage Phone Number / Loan Specialist Name noted in file and on referral to broker• Data transferred “real time” via web based Broker Center

Interim Service EvaluationEmailed to member (2 Wks)

Real Estate Program Presence on Mortgage Website

Cross sell and Warm Hand-off from LS

Member Selects Option for Real Estate Assistance

Member Selects Optionfor Mortgage

Inquiry Form Sent to email box

Warm Hand-off to MortgageLoan officer if Applicable


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Thank You!We look forward to “Welcome Home” your members.


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Contact Information

• UNFCU Financial Advisors, LLC24-01 44th RoadLong Island City, NY 11101T + 1-212-324-3900http://www.unfcuadvisors.com

• Stephen Ryerson, PresidentT + 1-212-324-3901F + 1-212-324-3991C + 1-917-254-9337

• Markus Bruderer, Vice PresidentT + 1-212-324-3902F + 1-212-324-3992C + 1-646-591-9378

• Please visit www.EZretirementsolutions.com to learn about our innovative Retirement Solutions.

Download - WelcomeHomeProgram Credit Union

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