welcomehomeprogram credit union

Download WelcomeHomeProgram Credit Union

Post on 24-May-2015




2 download

Embed Size (px)


  • 1. Offers your Credit Union and your Members more!

2. 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

3. 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 andSaturday, 8:30am 5:00pm CST)

4. Affinity Program Offerings

  • Real Estate Assistance (Buying & Selling)
  • Budget Truck Rental (Self Moves)
  • HomeExpress (Vanline Services)
  • PODS (Portable On Demand Storage)
  • Rental Assistance

Menu of Services 5. Member Benefits

  • 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 policyholders 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 6. 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 7. 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

8. Our Program Partner

  • Who are Realogy and Cartus?
  • Realogy is the worlds 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

9. Specialist-Single Point ofCoordination

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

Welcome Home Program Specialist Did you know Specialists receive incentives based on mortgage conversionand service providedto members 10. The Members Experience: High Touch Typical Member Experience Member closes on home having received excellent overall service Same day contact Sends area Housing data3 days Listing Appointment Within 1 week of initial call After listing Agreement, Weekly Contact ongoing House hunting per members request AttendsClosing Contact Every 2 weeks for Home finding Initialcall 24-hour Follow-up Live 5-day Follow-up Live 30-day Follow-up Live Follow-up on house Hunting trip Live Post- Closing Follow-up Follow-up on Listing activity & Expiration as appropriate Live 2 week Follow up Live After contract SignedContracts weekly or As agreed Welcome Home Program Specialist Network Broker A Team Agent 11. How Welcome Home Works Credit Union promotes program as member benefit. Member accessesinformation on credit union website or otherliteratureand calls 1.800-xxx-xxxx number. A dedicatedProgramSpecialist will determine thememberhome buying,selling, renting, mortgage and moving needs. The Specialist acts as their advocate andprovidesguidancethroughout their real estatetransaction. The Specialist recommends a participating Real Estate Broker andrefersmember toother relatedService Providers.Agent contactsmember within 24 hoursproviding expertservicefrom initial call topost-closing. Membercloseson property.Property funded Cash back/ Credit issued. Serviceevaluationsmailed.1 2 3 4 5 6 7 12. 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 13. Co-Branding WelcomeHomeProgram Logo Website Homepage Sample Footer Welcome 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. 14. Our Process is Simple Is member committed to agent? If not, introduce member to Welcome Home Specialist Program Specialist counsels member, reinforces / refers tomortgage/ contacts Realtor Agent makes same day contact/reinforcesmortgagethroughout process Warm hand-off Member speaks to Credit Union Mortgage Loan Officer Member selects prompt or receives call from web inquiry

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

15. Program Process Flow Frequent Need-driven Follow-up with member by Real Estate SpecialistandReal Estate Agent to Ensure Service Satisfaction/Conversion Use of Home Lending Program Reinforced on Every Call Member Closes on Property Mortgage FundedCash-bonus mailed to member Final Service Evaluation sentto member Credit Union Promotes Program as Part of Purchase Home Lending Program Marketing Plan.Member calls Program 800 # M-F 7:30am-8pmSat 8:30am 5pm CST

  • Real Estate Broker Receives Referral via Broker Center
  • Selects Agent based on needs analysis provided
  • Relays members needs (real estate, mortgage)
  • Reinforces Use of Home Lending Program(Phone Number
  • Provided by Real Estate Specialist) Mortgage Ack. Form
  • Broker Agent contacts membersame day
  • Expert 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, PersonalizedLetter Mailed to member Service Results Compiled Program Participation & Performance Analysis Reported

  • Welcome Home Specialist
  • -Identifies member needs


View more >