Certified Agent Advantage Program

1. Certified Agent Advantage Program CNAS: Cartus Network Affinity Specialist 2013

2. Agenda • 2012 Program Performance • 2012 Company Performance • Standard Operating Procedures • Service Performance Expectations • Agent Generated Referrals • HES Affinity Client Updates • Navy Federal Credit Union • Discover Home Loans – Real Estate Rewards • USAA • USAA Military Overview Training

3. 2012 Affinity Services Results

4. Affinity Contribution to Our Company $ in 2012?

5. How Did We Perform in 2012?

6. New Goals for 2013

7. 2012 Local Strategy Closing Goal(Agent/Company Generated Referrals)

9. AGR Submission - Why do it? It makes Good Business Sense • Looking for a way to build your business? Take advantage of your affiliation with USAA and Navy Federal Credit Union to market yourself to former and active military • Competitive edge – it is unique service • A risk!...member may contact the program and they could be assigned to a competing firm or agent • Retention tool = Evokes loyal customer • Satisfied customers will tell their friends, family and co-workers

10. News to Know • Timeliness of reporting • Initial contact report • Critical gap in compliance nationwide • What happened with the lead? Coordinators need to know • 2-day follow-ups by RECs – • Effort to reduce member issues and lost sales • Pending Sales • Our corporate clients receive daily list to see if a mortgage outreach is necessary • REC congratulations call • Automated emails are sent with home event tip sheets • Closings • Members are looking for their cash bonus

11. News to Know New Standard Operating Procedure • Agent should discuss the program’s mortgage features and benefits on2 separate occasions • At initial meeting • At contract • Reminder – Member not using the program’s mortgage company? Member is still enrolled in the real estate assistance program! • Stay engaged with member • Set a communication plan

12. Service: Customers want RESPECT “Always do more than is required of you” – General George S. Patton Our members look for a Real Estate Agent to highlight their commitment to outstanding service through…. • Rigorous attention to detail • Effective communication • Seamless deliveries • Professionalism • Efficiency • Courtesy • Trustworthiness

13. USAA Launches The Electronic Survey!

14. USAA – Survey Introduction Letter Survey is from USAA and subject line of email : USAA MoversAdvantage®Satisfaction Survey

15. USAA – Program Overall Question

16. USAA – Agent specific Questions Agent Name is referenced In the question!

17. USAA Email Surveys – Key Points • Member “may” receive a survey • Due to spam issues • There is no survey example to show member as in the past • Remind member to update their contact information on usaa.com including their email address within 2 weeks of closing • Especially on military emails • Members will receive the survey 17 days after closing • Members who drop from the program will receive the survey 5 days after their file is closed • There is no ability to re-send the survey • What if member states one of the following: 1) I haven’t received the survey? 2) I accidently deleted the survey? 1) Ask the member if they informed USAA of their new email address within 2 weeks of closing. 2) Unfortunately, USAA cannot re-trigger MAP email surveys. Members are always welcome to contact usaa.com to provide feedback

18. HES: Electronic Survey Program Rating = Question #11 Top 2 Blocks are referred to as “Top Block” Agent Rating = Question #10

19. Client Updates

20. Navy Federal Credit Union Founded in 1933 4.4 Million Members as of 2012 Ranked number 56 on Fortune's 100 Best Companies to Work For list in 2012 Bill Tessier Asst. Vice President Real Estate Lending Navy Federal Credit Union

21. Navy Federal Credit Union RealtyPlus REALTYPLUS – 2012-Another Record Year! • Program Results • Member Placements: 10,277 Up 45% YOY • Closings: 3,986Goal 4,000 Up 45.6% YOY • Average Sales Price: $ 239,931 • 2013 Opportunities up 32% YOY Goal is 5,000 Closings • Service Excellence: • Program Overall : 88% • Real Estate Agent Overall: 91% • Satisfaction: 91%

22. Sources of Business Did you know? There are 5 primary sources of members reaching Realty Plus • In 2012 NFCU welcomed 600,000+ new members • Branch visibility! Currently 225+ branches worldwide and RealtyPlus leads received from over 684 Branch employees up 58% YOY • 9 New Branch openings in 2012 – FL / TX / GA / CA / MD • Navy has 3 Call Center Locations: Winchester, VA, Vienna, VA (Navy’s headquarters), Pensacola, FL (350+ call center employees ) • An active broker pipeline averages 4,000 members

23. Marketing • In 2012 and 2013 continue efforts to drive members through website/call center • Continue promotion of $2,500 in closings costs https://homecenter.navyfederal.org

24. A Variety of Mortgage Programs Some benefits members receive: Closing costs up to $2,500* Personal guidance from first call to closing, 7 days a week No application fee* Competitive interest rates and points, including a no-point option No fees for underwriting, document preparation, notary service or document copying No PMI on most conventional loans No hidden fees or surprises at closing Navy Federal service for the life of your loan Rate lock options Bi-weekly payment plans No prepayment penalties Loans available nationwide Need Mortgage Assistance? Contact Local Navy Federal Team Members * Limited time offer Including : Conventional, FHA, VA, 100% Buyer’s Choice®, & Active Duty Choice® Mortgages Banner NFO Web Offerings

25. Navy Agent Help Desk

27. Discover HomeLoans: Real Estate Rewards Discover Home Loans and The Real Estate Rewards program launched October 2012 In KS and TN Discover Gift Card Offered

28. Discover’s Lending Promise

29. Real Estate Rewards in 2013 • Marketing campaign • Real Estate Rewards Site with MLS Search • Up to $2,000* in mortgage incentives • Up to $3,100* in Cash Rewards for using Real Estate Rewards • Target closing goal is 500 Customer Inserts

31. 2012 Year End Key Results *All Time Record

32. A Message from USAA Leadership

33. MoversAdvantage®20th Anniversary • 375,000 transactions closed since 1992! • Over $3 Billion commissions earned! • $301 million paid to members!

34. USAA Mortgage Updates • Electronic E-signatures now accepted • New Construction • 95% complete before appraisal can be ordered • VA Loan Standard Documentation /Training tool • Partnership with D.R. Horton, national builder • Increased USAA mortgage fulfillment staffing • 2011 – 46 pods (teams) • 2012 – 77 pods • 2013 – 89 pods • Certified Cash Buyer program (CCB) • The Certified Cash Buyer Program otherwise known as a CCB is a conditional credit pre-approval for your home financing. The mortgage conditional credit is valid for up to 90 days before closing so you have the advantages of a cash buyer. VA loans are valid for 120 days for existing homes, and extended to 180 days for new construction.

35. USAA Updates • National marketing • Zillow, Homefinder,Military by Owner, Truila, Realtor and Adconion • Banner ads on usaa.com • USAA MoversAdvantage® Folders • Ancillary services for the member • ADT • Whitefence • Home Value Monitoring • Contractor Network • PODs • Home Circle enhancements

36. home circleNumerousSearch Enhancements - Launched • City and Military Base Type-Ahead • LeadQual - Placement form • Broker Tagline Updates • Atlas Tag for better reporting/analytics • Cash Bonus Formula Update (HC, Alert, AP) • Agent Portal - Bulk re-invite for Brokers • Coborrower & Mortgage/Agent correlation • Basic Pet Friendly Filter for Rentals • MA Form A/B Test: Security Messaging • Typeahead: Phase 2 Improvements (unified search box) • Search by Address - Phase 1 - Exact Search • And more…. • Improved MLS# search • Larger Images on Details Pages • Duplicate MLS# support • Better Google Ad tracking (traffic improvements) • Agent Portal - Updated email templates • Property Status (Active/Pending) • “Date Added” Now on Listings • Upgrade to Google Maps v3 • Unique title tags for better search engine placement • Property Risk Assessment Tools • Schools not displayed on maps • Agent Bulk re-invite Batch Mode • Better reporting on "No mortgage available" (Agent Portal) • Floating Map on Search Results Pages • Enhanced Rental Attribute Search

37. Reminder! - USAA Updated Quote Request When to Use This procedure is required (not optional) for all USAA MoversAdvantage® referrals. • member indicates they may not be using USAA Mortgage because they need a faster closer or are shopping rates, • Set the member’s expectations! • A USAA specialist will contact them for a complimentary mortgage comparison • Immediately send request with a copy to your Relocation Department to mortgage@usaa.com • Don’t send to be sending-2 weeks before e closing is not acceptable ! Over 3,100 requests sent in 2012

38. 3-Step USAA Mortgage Process Note: Closing date is set and rate is discussed/locked AFTER the MEMBER calls USAA Bank at 1-800-531-USAA (8722) to begin Step 2. Purchase agreement required. STEP 1: GET PRE-APPROVED • USAA Bank provides a Pre-Approval/Certified Cash Buyer (CCB) certificate that contains pre-approved loan amount, monthly payment and taxes. • This is an estimate of buying power determined from the member’s credit score and an automated underwriting system decision based on the member’s stated information. • IMPORTANT: a CCB is not a Mortgage Loan Approval. • Once the seller & buyer have a signed purchase agreement member moves to step 2. STEP 2 : CONVERT PRE-APPROVAL TO MORTGAGE APPLICATION • USAA Bank will convert the Pre-Approval/CCB into a full mortgage loan application AFTER BOTH “A” & “B” occur: • A) Member or agent fax in the fully executed purchase agreement to: (866) 384-8867 • B)MEMBER MUST call USAA Bank at 1-800-531-8722 NO LATER than the next business day. This is necessary to confirm the closing date, ensure it can be met and to order the Conventional or VA appraisal. STEP 3: SEND IN REQUIRED DOCUMENTATION FOR UNDERWRITING APPROVAL • Examples: income and asset verification as well as all signed disclosures, otherwise the closing date could be in jeopardy. • USAA must confirm information that was stated by member at time of pre-approval as well as receive a property appraisal verifying acceptable value and condition. Note: If at anytime during the Pre-Approval, Loan Application, or Appraisal Process something changes related to employment, assets, credit or the purchase contract, please notify USAA immediately.

39. USAA Contract Cover sheet: USAA & MFHL New look!

40. Mortgage Escalation Process • Always check the USAA mortgage portal for status updates • Contact processor • If they cannot reach the processor they can press 0 (zero) to reach a Senior • Agent Helpdesk 800-914-9691 • Still need help? Agent should contact Relocation Department • Relocation department process • Email qualityassurance@cartus.com with a cc to cindy.king@cartus.com.  • The email must contain the following: •    Member name, • File #, Member #, and loan # if available. • Your email will be forwarded to USAA, so please make sure it contains facts and try to eliminate agent’s comments about USAA. We will escalate the issue and keep you posted on status when it is provided by USAA.  

41. Your Role • Continue to deliver exceptional service • Improve conversion rates • Make members aware of USAA products and services • USAA Mortgage UPQ • “Speed to Lead” • Use Agent Portal • Sales Contracts • Speed up the process- contract reporting time

42. USAA Preferred Agent Portal Updated February 2013

43. Military Overview