1	Welcome to the Fifth Annual Safeguard Properties Vendor Conference August 24-26, 2008 Cleveland, OH
2	Schedule for Day One
3	Navigating the Crisis
4	State of the Industry What is “the crisis”? The industry today vs. last year Where we are headed
5	Outline Lifecycle of an REO loan Accurate and efficient work completion Building relationships with agents Good Neighbor program Documenting and reporting property condition Submitting bids Curb appeal vs. marketability enhancement High Risk, safety and hazard items Code compliance and code enforcement Quality control
6	Session 1: Initial and Ongoing Services
7	Navigating REO Lifecycle of an REO loan Initial services Ongoing services: grass cuts, snow removal, winterizations Refresh maid services Maintaining relationships with the agents
8	Initial Services Work to be done Securing Winterization/grass cut Maid Services Communication with the agent Call and e-mail after securing is completed, and again after the trashout is completed Inform agent of any issues at the property Good Neighbor Program
9	Maid Services Best Practices Scope of work: “maid services” includes trashout as well Cleaning products
10	Detailed Photos of Commonly Missed Areas
11	Detailed Photos of Commonly Missed Areas
12	Detailed Photos of Commonly Missed Areas
13	Detailed Photos of Commonly Missed Areas
14	Detailed Photos of Commonly Missed Areas
15	Ongoing Services Work to be done Ongoing grass cuts Snow removal Winterizations and dewinterizations Communication with agent Contractors required to contact the agents and advise when dewinterizations will be completed
16	Poor Grass Cut
17	Redemption States What is a redemption state? Requirements and restrictions
18	Personal Property Definition How to handle
19	Refresh Maid Services Complete these as ordered Includes vacuuming, removing cobwebs, removing any exterior debris that may have accumulated
20	Session 2: Accurate and Efficient Work Completion
21	Accurate and Efficient Work Completion A positive impression begins with completing all ordered work as quickly and thoroughly as possible
22	Accurate and Efficient Work Completion Work completion and updating timeframes Status updates Sending updates within 24 hours of work completion Streamlining initiatives
23	Building Relationships with the Agents Communication is critical to success Calling and e-mailing after each phase of initial services Status update function on Vendor Web Agents rely on contractors for constant communication throughout process
24	Building Relationships with the Agents Why communication with agents is critical Agent held accountable for timeframes Every day the property is not on market costs the clients money If the agent is not aware that the work is done, it might as well not be
25	Building Relationships with the Agents Ask for direction from agents on other work that may be needed Landscaping Interior upgrades
26	Good Neighbor Program New initiative to improve communication with the neighbors Additional assistance in ensuring the properties are protected
27	Documenting and Reporting Property Condition Damages and safety hazards Calling from site Identifying the issues Addressing them: when to use emergency allowables
28	Submitting Bids Necessary vs. unnecessary bids Appropriate bid amounts Using emergency allowables
29	Session 3: Curb Appeal vs. Marketability, High Risk, Claims, Code Compliance
30	Curb Appeal and Marketability Enhancement
31	Curb Appeal and Marketability Enhancement “Curb appeal”: making property look as good as possible without spending additional funds First impressions make or break sales “Marketability enhancement”: additional work to improve the property’s presentation
32	Curb Appeal Creating and maintaining curb appeal Yard maintenance requirements Debris removal Sprinkler system maintenance Vacant blight issues
33	Poor Grass Cut Photos
34	Poor Shrub Trimming
35	Marketability Enhancement Upgraded landscaping Pool maintenance Special requests from broker
36	Upgraded Landscaping Orders to mulch and plant flowers based on area in which property is located
37	Pools and Spas How to address Maintenance: short-term vs. ongoing
38	Vacant Property Registration Growing concern to clients Caused by increased volume, lack of maintenance on vacant properties Notify Safeguard of new ordinances
39	High Risk Reporting potential violations City and County postings
40	Severe Weather Alerts Contractors’ responsibility to monitor severe weather and update Regional Coordinator Assess damage levels (see Memo 1225)
41	Safety/Hazard Items In cases where there is an emergency allowable, use it to correct issues Call from site for approval on issues that constitute an immediate hazard
42	Hazard Claims/Repairs Often, REO clients request bids to put the properties into rehab marketable condition Always discuss with the agent The estimate and repair division is part of the Hazard Insurance Claims Recovery Department
43	Good Repair Bids Address every issue requested in the order Provide adequate descriptions Do not group all bids into one dollar amount Specify materials being used
44	Complete Bid Information Information that must be included in every bid: Quantity Location Dimension
45	Complete Bid Information If permits are required by local or state code, a permit must be obtained Work must be completed according to the scope of the bid submitted and approved Supplemental damages must be reported immediately
46	Code Compliance Issues Potential violations City/County postings Vacant Property Registration
47	Reporting Potential Violations Unsecured properties Exterior debris Yard maintenance (grass, shrubs, weeds, landscaping) Exterior graffiti Unsecured pools/ pools with stagnant water
48	Reporting City/County Postings Provide good, clear photos of ENTIRE notice (top to bottom and all pages) Provide details in your update (nature of postings, issues in question) Provide complete and accurate contact information (name, title, entity, phone numbers)
49	Knowing Your Local Guidelines/City Ordinances Licensing/registration requirements Securing requirements (Fast Track, No Boarding Laws) Water meter removal restrictions Pool securing requirements
50	Knowing Your Local Guidelines/City Ordinances Provide new/amended local guideline information to Safeguard for future reference Provide bids for all issues identified in notice (if qualified to address) Partner with neighbors
51	Communicating with Code Enforcement Officials Call them directly with questions Build a relationship during face-to-face encounters Provide them with your contact information
52	Communicating with Code Enforcement Officials Provide them only with information you KNOW is 100% accurate. If you don't know for sure, don't guess Contact them directly when the work order is complete, especially when you know a re-inspection is required
53	Points of Contact High Risk Department Regional Coordinators Customer Service Have bids ready and be prepared to complete work if qualified
54	Session 4: Quality Control
55	Quality Control Internal measures Field QC team
56	Internal Measures Safeguard conducts QC on all initial service orders (REOFU) Safeguard conducts QC when brokers report issues (BSOFU)
57	Field QC Team Objectives Order completion performance: completion to update timeframe Improved contractor QC results on subsequent visits Improvement in field work Improvement in internal measurements Continuous contractor improvement measurement
58	Field QC Team Objectives Provide training to new as well as existing vendors Create standard contractor models for specific coverage areas Based on volume and contractor set up know what type of vendor should be in certain areas
59	Quality Control Requirements Anticipate Broker Expectations Avoid Common Contractor Errors Ensure all photos are in when updating work completed Update all work within 24 hours of completion Submit status updates immediately Build relationships with the agents
60	Work with Field Quality Control Field Evaluation Vendor Report Card is reviewed when our Field QC Representatives visit contractors in the field Work with your Field QC Rep to implement better processes and make your office as efficient as possible
61	Vendor Web Current status Rollout plans Challenges
62	Media Coverage and Inquiries Media interest in the industry is hot because of the mortgage crisis Project a positive image of the industry Follow company media procedures
63	Media Coverage and Inquiries What to do if you encounter media or receive inquiry: Politely explain that you are not authorized to speak on behalf of Safeguard or permit access to properties Immediately contact your Regional Coordinator Provide name, media outlet, contact information, pertinent facts Call will be referred to Safeguard’s Director of Public Relations for follow-up
64	Thank you for attending