2020-09-25
We’ve collated ten questions that brokers often ask our customer service team in relation to the SortRefer portal and products. We aim to make your life easier, so we hope you find these quick-fire Q&As useful.
1. Where can I find how much I will earn?
You can quickly see how much you can earn from a product by visiting its product page. Head to ‘Quote/Refer’ and select the individual product or service. The maximum referral fee will be listed under the ‘Fast Facts/Benefits Section’. You can amend the ‘Introducer Fee’ on each quote that you create (excluding Fixed Price Remortgage Products), so you are in control of what you earn.
For our Fixed Price Remortgage products, the referral fee is based on the amount of the new loan; when you create a new Fixed Price Remortgage quote and select the region the property is in, you’ll see a pop-up window containing the relevant fees.
If you’d like a more detailed look at how much you could potentially earn, you can use the Referral Fee Calculator
2. How can I find individual solicitors ID requirements?
Once you’ve logged in to your SortRefer account, go to ‘Our Suppliers’. Scroll to find the relevant supplier that you are looking for and then click the ‘Find out more’ button. Under ‘Identification’ you will see details of the accepted forms of ID. These vary depending on the supplier.
3. Can I always have the same case handler?
Although not always possible due to caseloads and internal processes, some suppliers will do their best to assign a case handler if requested. When instructing a quote, there is a free text box towards the bottom of the page where you can enter any additional information, including whether you would like to request a specific case handler.
Please speak to your Regional Account Manager if a particular case handler has offered exceptional service, it's important feedback for both ourselves and solicitors.
4. Is there anyone local?
You can use the map feature to select a supplier based on their location. To view the map feature, click on the ‘Our Suppliers’ tab and you will see a ‘Location’ section which includes a map. Here you will be able to zoom in/out and select suppliers based on their location*.
However, in most cases, using a local supplier has no extra benefit. Our suppliers are set up to be able to process cases with no need for any face-to-face interaction. Most have their own portals to upload ID and other requirements, whilst other communication can be done via phone, e-mail or post.
*Please note that not all suppliers are included in the map feature.
5. My client's first language is not English, can you recommend a supplier to use?
You can choose from a list of 23 languages. Sign in to SortRefer and head to ‘Our Suppliers’ on the left-hand side. You will then see a ‘Supplier Attributes’ section, where you can select the language that you are looking for. The results will be filtered by the chosen language.
6. Where can I find the additional fees on a Fixed Price Remortgage?
Any additional fees will be listed on the quote PDF. Once you have filled in the quote page and saved the quote to review, click on the green icon to the right-hand side of the saved quote to open the PDF. Additional fees will be listed below the main Fixed Price Remortgage costs.
7. I put through a Non-Standard case and haven’t had a response?
In most cases, this is because a case has been created and saved but the ‘Refer’ button hasn’t been pressed. The ‘Refer’ button must be clicked for it to send over to be reviewed.
8. How do I instruct Basic Valuations and Homebuyer Reports?
You will find Basic Valuations and Homebuyer reports under ‘Surveys’ in the product list.
9. How can I invite a colleague from my firm to register with SortRefer?
Either the business owner or those with admin access can invite other colleagues by signing into the SortRefer portal. Click on ‘Firm Manager’ on the left-hand side and then fill in the details under the ‘Invite a Staff Member’ tab. The colleague will then receive a registration link.
10. How can I escalate a query if I need to?
If you have added a note to one of your cases and haven’t had a response from your case handler, after 24 hours you will have the option of clicking on the “Escalate Note” button to notify our Customer Services team. We will then follow up with the case handler on your behalf and respond to you when we have an update on your query.
We pride ourselves on offering an easy-to-use, time-saving system. If you have any other questions or would like any more information, please get in touch with our customer service team who will be happy to help.
