BDW-Enrollment System Process

BDW-Enrollment System Process

Purpose

Use this procedure to enroll a buyer in a Buyer Direct Warranty and send the required confirmation invoice.

Guidelines
  1. Follow the steps in order.
  2. Use one action per step.
  3. Do not skip required fields.
  4. Document all actions in the communication log.

Additional Rules and Definitions

Procuring Agent
The procuring agent is the agent who requested the warranty and can enroll, convert, and renew online
Examples: 
  1. If the warranty is ordered at listing, the listing agent is the procuring agent.
  2. If the warranty is ordered at closing, the buyer’s agent is the procuring agent.
Notes
This applies regardless of who pays for the warranty.

Buyer’s Agent calls to Add Seller Coverage Before Closing

  1. A buyer’s agent cannot add a seller's warranty during the listing period unless the agent also represents the seller.
  2. The closing date must be more than 30 days away.
  3. IF the closing date is less than 30 days away THEN enter the warranty as BDW only

Enrollment Process

1. Check for Existing Enrollment
  1. Get the property address from the caller.
  2. Search the system for the property address.
  3. Confirm no existing enrollment exists
  4. If no record exists, continue
2. Determine the Enrollment Type

  1.  If the closing date is more than 30 days away, select Open Direct Warranty (ODW)
  2. Otherwise, continue with standard enrollment.
3. Enter Buyer Information
  1. Enter the buyer's full name.
  2. Enter the primary telephone number.
  3. Enter an alternate telephone number if provided.
  4. Enter the email address.
Notes
Repeat this step for each additional contract holder

4. Enter Property Information
  1. Enter the property address.
  2. Enter the mailing address if different.
  3. Enter the billing address if different.
5. Enter Agent or Broker Information
  1. Get the agent's main office telephone number.
  2. Use the telephone number to find the broker number.
Notes
Exception: For Edina Realty, enter the agent name instead of the broker number
    1. Additional Rules
      1. Use a Cinch member broker number.
      2. If the caller is the homeowner and no agent is involved, select AE House Account and Agent Unknown.
      3. If the agent does not want to become a member, select AE House Account and Agent Unknown.'

6. Select Property Type (single-family home, multi-dwelling)

7. Enter Closing Date

8. Select Plan

9. Save the Enrollment

10. Offer Options and Additions
  1. Click on the Options tab in SCM to view and add available options/additions.
11. Asks how the agent wants to receive the invoice.
  1. Email is preferred
  2. Fax is allowed

Customer Requests Service

Cinch allows one courtesy claim if all the following apply.
  1. The property closed within the past 30 days.
  2. The property address is not enrolled
  3. Funding is not yet received or verified.
  4. Connect the customer to Customer Service to process a VERBAL courtesy claim.
    1. DO NOT CONNECT TO CUSTOMER SERVICE IF A VERBAL CLAIM HAS BEEN PLACED.
Info
Upon receipt of full payment, a Welcome Kit is mailed to the buyer and will be received within 7-10 business days from receipt

Sending the Invoice to the Agent

Email Invoice

1. From the TIMX Navigation window, click on the Email Confirmation Invoice

2. Enter the Contract Number, Renewal Year, and the Purchase Type.
3. Enter the recipient's name in the Email Recipient field and the email address in the appropriate field.
4. Click Run Report


5. Document the transaction

VSIFax Invoice

      1. Click on the Visifax icon

2.     Select the Source to send the fax

3.     When applicable, click on the Add icon to add a new fax number.  

4.      Click Yes on the pop-up that appears 

5.     Ask if there are any other parties (i.e., Title Company) that need a confirmation invoice.

6.     Select the Cover Page and Optional Page radio buttons and click Send Fax.

NotesIf a fax number is not available, fax the invoice to the Enrollment Membership Services fax number (1-800-468-7307) and mail the VSI-Fax invoice to the agent.
      7.     Advise the agent that the confirmation will be sent shortly.
     8.     Provide the following to the caller:
    1. The application number.
    2.   The price of the warranty.
    3. Coverage Effective Date
Notes
The effective date of coverage (seller warranty) is the day we receive the application. 
      9. Document the transaction in the communication log. 

Agent Not Set Up as a Member 

Use this process only when the agent is not set up as a member and wants to enroll a homeowner.
Warning
To eliminate duplication, search TIMX using all required methods before applying the process below.  NO EXCEPTIONS.

1.  Email the respective Account Executive or Affiliate with the caller's information.  
Alert
  1. This team must not send documentation to the agent. 
  2. The Account Executive will email the necessary documentation to the agent.
2. Required information for the email: 
  1. Company name
  2. Phone number
  3. Caller name
  4. Address
  5. Email address
    1. Use the required email template.
    2. Copy the template to Word.
    3. Save the template for future use.
    4. Update the information.
    5. Paste the template into the email.
3. Add the request for the initial member set up in QuickBase.
Warning
Do not skip or alter this process in any way.
 If you are unsure what to send or who to contact, you are REQUIRED to reach out to a Senior Representative, your Supervisor, or Manager.

Email Template

Hi,

The agent below has requested information to be set up as a member. Please contact the agent and send the Member Agreement, Addendum, and Worksheet as needed.

Let me know if you need more information or assistance.

Thank you

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