Compliance is not Ops’ job. It is your responsibility.

1. Case Submission to Bankers

You are the advisor. Not the banker.

Outsourcing your advisory work to bankers is unacceptable.

• Do NOT pass document collection to bankers
• Do NOT rely on bankers for mortgage explanation
• Do NOT outsource client meetings or form filling

If you don’t own the process, you don’t own the client.

2. Case Submission to Law Firms

Accuracy is non-negotiable.

When submitting to law firms, ensure all information is complete and correct:

• Letter of Offer
• Identity Documents
• Client Details (from CRM)
• Property Details (from CRM)
• Loan Details (from CRM)

Incomplete or inaccurate data = delays, risk, and loss of trust.

3. Law Firm’s Critical Questions

Prepare your client. Don’t leave them exposed.

Before Notice of Redemption, clients must answer key legal questions.

• Brief your client in advance
• Ensure they understand what is being asked

You may answer on behalf only if:

• You know the correct answer; AND
• You have confirmed with the client

Carelessness here can cost the client — and your reputation.

4. Referral Fees from Law Firms

No kickbacks. No exceptions.

• Legal referral incentives are not allowed
• Do NOT accept any form of kickbacks

This will result in immediate termination.

5. Storeys / RB Homes Referral

We operate as a team — not individuals cutting side deals.

• Provide quality, complete information for referrals
• Work together with partners for best client outcome
• Position as a coordinated team to the client

Do NOT:

• Cut private cross-selling deals
• Use external contacts outside our ecosystem

No control = poor client experience = lost business.

Compliance protects your client, your reputation, and your business.