Affinity

RELOCATION MANAGEMENT & BUSINESS DEVELOPMENT

Coldwell Banker Bain Relocation Management & Business Development 

Client Program Eligibility Criteria - Affinity

Sample Requirements for Client Program Agents (provided by client - Cartus)

Sample Requirements for Client Program Agents (provided by client - Cartus)

  • Must have two (2) year’s real estate experience, preferably listing experience in Washington and/or Oregon and 10-12 closings per year*

  • Must submit to and pass detailed background security screening [agent paid]

  • Must complete and pass initial and annual client certification training [agent paid]

  • Must complete initial and annual client service agreement and a company service agreement that further clarifies requirements for servicing client business

  • Must attend and participate in annual live affinity training session

  • Must participate in annual Fall Affinity training webinar

  • Must have current online agent profile that is updated annually

  • Must accept relocation assignments regardless of price range

  • Must be appropriately dressed and have a clean car in good running condition

  • Must have a positive attitude toward the company and relocation

  • Must accept and understand that a referral fee will be paid on all relocation transactions

  • Must agree to never discuss referral fees with any customer

  • Must meet or exceed service expectations as outlined by each business segment

  • Agree to update Relocation Department with sales information within 1 day of sale and final sales information within 1 day of closing

  • Agree to never ‘reassign’ a referral customer, always refer the customer back to the Relocation Department
     

*Exceptions will be reviewed on a case by case basis depending on client needs and approval.

Service – Client customers can request an agent reassignment during the referral process.   
 

Confidentiality – All information and transferee data to be kept confidential.  Information is not to be discussed with any third person or entity.   Client referral fee or program information is not to be discussed with transferee.
 

Severance of Relationship – If a program agent chooses to leave Coldwell Banker Bain, all active referrals will be reassigned to another program agent.   If a customer elects to stay with the departing agent, the agent agrees to pay all applicable referral fees.  It is important to be aware some customers   may be required per the corporate client to work with a program agent.

Affinity Program Agent Summary and Expectations

Affinity Program Summary 

Affinity programs consist of members who receive benefits for utilizing a client’s program to buy or sell their home.  A large percentage of Affinity programs we work with service military members.  Understanding the unique needs of military members and their families is crucial to successfully supporting our clients and building a long term relationship with the member(s).

Standard Client Expectations - Affinity (provided by client - Cartus)

The following Affinity specific requirements are in addition to the sample eligibility requirements provided above.

  • Service all third party referrals personally (cannot assign to assistant)

  • Contact customer within 4 hours of receipt of referral to discuss home finding needs

  • Meet or exceed business line sales conversion and customer service performance metrics

  • Provide education to customers (members) about local area, market conditions and the real estate, mortgage and closing process

  • Be empathetic, responsive and pro-active with the customer.  Nurture customer throughout the process.  Follow up with customer on a regular basis and provide bi-weekly detailed status updates via web based relocation software program

  • Establish long term relationships with customers.  Some customers may be purchasing 12-18 months in the future.  Maintain active relationship with customers and provide monthly updates

  • Willingness and ability to allocate appropriate time to service customer timeframes

  • Discuss the service survey process with customers and encourage completion of the post-closing survey    

  • Attend closing with customer

  • Provide updates within 24 hours when transaction milestones occur including initial contact, listing, pending, closing, etc.

  • Provide market information as needed for clients.  Attend client meetings to present market information as requested

 

2017 Cartus Affinity Performance Metrics -

SERVICE

  • 35% service survey return rate for all referral closings

  • 95% top tier service results (9 or 10 out of 10) on surveys received

 

CONVERSION

  • 52% Home finding conversion

  • 36% Home sale conversion

     

CBBS Confidential:  For Internal Use Only   r 1/09/2017