SIRVA Relocation Preferred Broker Network SIRVA …...SIRVA-Team Agent Training 2013 Confidential Material – May not be used or distributed, in whole or in part, without the prior

Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation

SIRVA Relocation Preferred Broker Network SIRVA-Team Agent Training 2013


Modules

Module 1 – The SIRVA Partnership & SIRVA-Team Agent Role

Module 2 – Departure Services (APEX 2.0)

Module 3 – Destination Services

Module 4 – SIRVA-Sister Company Support

Module 5 – Performance and Quality Expectations

SIRVA Team-Agent Test


Destination Services Module 3


Assisting a SIRVA transferee in their destination

SERVICE,

SERVICE,

SERVICE…


Destination Services – Home Finding

At the Time of the Referral…

• Your relocation department receives all home

finding referral opportunities

• Assigns an agent within 4 hours

• Relocation department will be “updated” at certain

points in home finding process through “APEX”

system


Buyer Agency/Exclusive Right to Represent

SIRVA supports Buyer Agency, but…

SIRVA advises its transferees on the following:

• Not sign a representation agreement at the first home finding trip if possible

• Ideally, if an agreement is signed, the agreement should be limited to home finding trip duration

• Not sign an agreement that links to agent‟s compensation, commission, costs or expenses

• Ensure there is the ability to cancel the agreement at any time for any reason


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

Coordinator

(Broker)

Tasks

Agent

Tasks


APEX 3.1 Process

Home

Finding

Coordinator

(Broker)

Tasks

Agent

Tasks


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

• 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


Expectations for contact with Transferee

• Contact within 24 hours

• Conduct a preliminary needs assessment or confirm

information received from SIRVA

• Confirm timeframe for visit

• Establish expectations for visit

• Send listings or links ahead of time

• Follow up


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 inbox

1. Contact Task

2. SIRVA Mortgage Task

2. Click the „Start Task‟ arrow

1. 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

You must acknowledge

to move forward


Agent Instructions

Submit button appears after instructions have

been acknowledged

CLICK HERE

to complete

task

Reminder 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 Attached

Primary Home Finding Contact (Broker)

receives copy of email as well


Agent Trip Date Email - Addenda Attached


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



receive a reminder


Confirm Trip Dates

Five days before transferee‟s trip, you will receive

this email task to either confirm or update the trip

dates

Click the link

to access the

APEX system



When they Arrive…

• Buyer Agency Agreement - Limited

• Written agenda

• Map of properties/MLS printouts

• Probe/Listen – Be a Resource

• “Over Deliver”

• Follow up


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



receive a reminder


Trip Results

On the trip start date, you will receive this email task to

provide information regarding the trip‟s results

Click the link

to access the

APEX system


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


24 hours of the trip end date,

you will receive a reminder



When the transferee goes home without buying

• Debrief transferee and solicit feedback

• Update SIRVA with results of the trip (through

APEX)

• Maintain contact with transferee between trips

• Inform transferee of new listings that meet the

transferee‟s needs

• Send articles, web links, or other market or area

information to help the transferee in their decision

process


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

Coordinator

(Broker)

Tasks

Agent

Tasks



When the Transferee Purchases a Home

• Complete an analysis for the transferee

(HPE, CMA or BMA)

Provide one copy to SIRVA and

one copy to transferee

• SIRVA Addendum

• Closing Agent Selection Addendum (CASA)

• Home Finding Purchase Report (in APEX)

After they Move In

• Maintain contact to help them get settled

• Be available as a resource to help orient them

to the area


Summary of Agent Tasks – ‘Purchase’

Enter Purchase Information

Agent enters information through „Ad Hoc‟ function


Ad-Hoc Functionality – Enter Purchase Information

You can choose to go into

APEX at any time to enter

the purchase information


Purchase Info 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

Coordinator

(Broker)

Tasks

Agent

Tasks


Summary of Agent Tasks – ‘Closing’

Confirm estimated close date

Enter actual close date


Closing Confirmation Task Email to Agent

Click the link

to access the

APEX system

Nine 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


8 hours of task receipt date,


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

Click the link

to access the

APEX system

On 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


24 hours of task receipt date,


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


Schedule/Update Trips


Schedule/Update Trips


Enter Purchase Information

You will then be brought to the „Enter

Purchase Info‟ screen


Notifications from SIRVA associate

• 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


Destination Services – Home Rental

Due to the real estate market, many transferees are seeking to

rent instead of buy

Home rental services in demand include:

• Area tours

• Rental tours

• Rental placement services

• Settling in services

Client policy determines if services are paid through relocation

benefits

APEX tracks Preferred Brokers who offer rental services and the

costs associated


Please continue with Module 4 – SIRVA Sister-Company Support

Documents

SIRVA Relocation Preferred Broker Network SIRVA …...SIRVA-Team Agent Training 2013 Confidential Material – May not be used or distributed, in whole or in part, without the prior