Onboardings / Camp Compass

New process:

Step 1: OBS/AE will verify the customer has (2) emails from JPM in their gmail inbox containing their temporary password and user ID. Emails will be from: jpmorgan.access@jpmchase.com

Step 2: OBS/AE will validate that the customer has downloaded the app during the Mobile Setup section on the National Onboarding Website

Step 3: The OBS/AE will give a brief introduction to the App and indicate how the customer can leverage this app for processing commission checks. 

Talking point: “The fastest way to get your commission checks deposited is via mobile deposit through JP Morgan Chase. The goal of the app is to ensure checks can be deposited quickly and remotely without you having to go to the office. This will also help you in getting paid faster as the checks are deposited directly to Compass!”

Step 4: The OBS/AE  will walk through the next steps with the customer:

• Login with link in welcome emails and update temporary password, site phrase & security questions (on computer)

• Download mobile application using QR codes for their type of mobile device

• Login on the mobile application and have agents check for error messages. If any errors have the agent reach out to treasury@compass.com 

Pro Tip: In your next one on one with your customer ask them how the mobile app is working for them or when they have their first closing remind them about the app.

What do I do if my agent has not received the emails referenced?

In certain cases emails will not be provisioned in time for onboarding Day 1.

1. Let your agents know to keep their eye out for the emails over the next 24-48 hours

2. Check-in with them after 48 hours to ensure they have now been received & send them this document for the steps to follow

3. If they still do not have the emails from JPM Chase then fill-out the JPM Mobile Deposit Access Form on their behalf at that point in time

4. Repeat step 2

How should I handle agents that are switching from Unlicensed to Licensed and do not already have the application downloaded?

1. Fill out the JPM Mobile Deposit Access Form on their behalf

2. Check-in with them after 48 hours to ensure they have now been received & send them this document for the steps to follow

Note: The JPM Mobile Deposit Access Form is not going away, but should only be leveraged for those agents already onboarded and not using the application. All new onboarding agents will now follow the process outlined above.

USER GUIDE

What is the new OTP Code?

In the past the OBS or AEM team would access new agent accounts by linking their device to the OneLogin attached to that account when logging in to a Compass Google account. Now, instead of being prompted to scan the OneLogin QR code to access a new account, staff (or the customer if setting up themselves) will access the accounts via a temporary OTP code. You will need both the temp email password and the OTP code to access the new agent account. 

How does it work?

• Once an agent has been set to “Provisioned” in SF, a temporary OTP code will be generated and available for use 24 hours after. 

• An 8 digit code will be sent to the onbooarding@compass.com in Zendesk - please note it is not automatically assigned so you will need to watch for it. The email will have the subject line “OTP Code for X MARKET Area [Agent]”. 

  • If you are an AEM, please search ZD using the agent name

  • Assign the ticket to yourself.

• Once you have the code, along with the temp password sent to you from Compass Support, you can then start the new agent account set up. 

• The temporary OTP code expires after 48 hours once it has been sent out. If you do not access the agent account within that timeframe or the code you were given is not working, please call Compass Support at 833.426.6727.

Steps to follow can be found here.

• For questions please review the SOP or reach-out to support@compass.com for any issues experienced.

• Mark the opportunity as "Confirmed" and "Centralized" to ensure OBS team receives the request to onboard.

• SGM's will be responsible to schedule the onboarding on behalf of the Principal via Calendly link - link will be sent to SGM directly, SGM to fill out the Principal's information when scheduling, not their own information.

• NOTE: If the Principal does not sign their ICA at least 48 hours prior to their scheduled onboarding, the session will be rescheduled. Please keep rescheduling to a minimum.

• OBS -> AEM Handoff external post onboarding recap via Zendesk macro (SGM CC'd for visibility).

• SGM's to receive a weekly feedback form to be filled out for any Principal Onboardings completed that week.

• AEM responsible for setting up regional specific bookmarks with Principal during post-onboarding 1:1.

Recaps AEM will receive:

• Pre Onboarding call recap: No action required by AEM, sent via email

• OBS -> AEM Handoff internal post onboarding recap via Zendesk macro

• OBS -> AEM Handoff external post onboarding recap via Zendesk macro (SGM CC'd)

• OBS -> AEM Handoff post onboarding recap sent via Enboarder. AEM to follow Day 1 Enboarder prompts to view info.

• AEM uses info from recaps and prepares for 1:1 (previously scheduled by OBS) 

OBS Handoff in Enboarder to include:

1. Device set up confirmation (computer and phone)

   1. SkySlope

   2. ZipForms

   3. Workplace

   4. Email signature

2. License transfer confirmation

   1. Includes Board of Realtors, MLS membership, and additional notes

   2. Agent completed paperwork and license 

3. Signage confirmation

4. Onboarding website confirmation

5. Business card xpressdocs order confirmation

6. AEM 1:1 date and time

7. Role on the team: (marketing, intern, producing agent, transactions, assistant, etc) that way we can tailor our outreach to specific team members and know what to/what not to focus on