| • Are the customer names used/sold to other companies for marketing/sales purposes? |
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Answer: Absolutely not. In our Agreement that we sign with your company ("The Account") it strictly states "All names submitted will only be used for the follow-up program described in this agreement or unless otherwise directed in writing by the Account. CPA will protect the privacy of account's customer list. Customer lists will not be sold, leased or given to any other company. Customer lists are the property of the account named on this agreement."
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| • Can I change the messages on the mailings? |
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Answer: Yes, one of the best features of this program is that your company has the ability to adapt and adjust the messages on most of the mailing pieces to fit your company's needs and to fit what is going on within the market.
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| • Can I customize the mailings to include our company logo? |
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Answer: Parts of the Thank You Package can be customized with your company logo and colors for an additional production fee. The rest of the mailings are personalized with the loan officer's name, your company name and the company phone number.
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| • Can I go back and enroll my past two – three years worth of closings? |
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Answer: Absolutely! You have two options available. You can enroll those customers on the five year program, or we have some Past Customer Programs available that offer abbreviated, yet economical program options for your past customer database.
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| • Can the mortgage brokers have their own direct line/mobile phone number listed on the mailings? |
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Answer: Yes. The standard procedure is to list the branch phone number on the mailings. However, if you would like, we can list the loan officer's direct phone numbers instead.
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| • How do I get my customer information to you? |
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Answer: The easiest way for you to enroll your customers is electronically. Depending upon your loan processing software, we have the instructions on how to create a report out of your system and e-mail that report to us. In addition, we have a secure online enrollment form.
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| • How do other companies pay for the program? |
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Answer: We have found that the program is most successful when the company splits the cost of the program, in some form, with the loan officers. This shows the loan officers that your company is committed to assisting them with building their business. Other companies have increased an administrative fee to cover the cost of the program. Still other companies have had the loan officers pay for the entire program fee and they deduct the fee off the top of the loan officer's commission.
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| • How do you get my signature for the greeting cards? |
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Answer: Although the cards are signed, it is not your actual signature. However, the signed cards are very personal. It looks like you took the time to send that card to your customer versus a computer generated signature that your customers know you didn't sign.
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| • What happens if a customer moves? |
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Answer: If we are notified via the post office that the mail is undeliverable, we have a monthly report that we send to your office listing any customers that we were unable to send mail to. At that point, we would ask that you supply us with an updated address, or, if not available, let us know to delete the customer from the system. If you become aware of a new address for your customer, you can call our Account Services department and provide us with the updated information so that we can continue sending the mail.
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| • What happens if a customer that is enrolled in the program refinances within the five year time frame? |
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Answer: If it has only been a year or two since you initially enrolled the customer in the program, we suggest that you keep the customer on the original program and just update us with any new information such as address, interest rate, mortgage amount, and length of loan. You have paid for the program for five years so you might as well take advantage of that. However, if the customer has been on the program for four years and then comes back to you for another loan, we recommend that you cancel the first enrollment (since they will only be receiving a few more mailings) and re-enroll the customer again.
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| • What happens if I leave this company? |
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Answer: As long as we receive a written letter of authorization from this company, we will be able to transfer your customers to your new company, or if they do not have an account with us, we will be able to establish an account for you at your new company.
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| • Will I get a credit if the customer moves or if they request to be deleted from the program? |
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Answer: We don't offer credits when a customer moves or requests to be deleted from the program. However, the good news is that we don't receive that many undeliverables. In addition, the fact that you are keeping in contacting with your customers significantly increases the likelihood that you will know that they have moved because you will be doing the loan on thier new property for them.
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