Training Guide for Sales and Call Staff

This guide is designed to help sales and call center staff confidently answer questions about Chimney Home and explain its value to customers. Chimney Home provides homeowners with real-time home value tracking, equity insights, and personalized financial offers, all integrated directly into the bank’s digital platform. Here’s how to handle commonly asked questions and effectively communicate Chimney Home’s benefits.

Frequently Asked Questions & Key Talking Points

Q: What is Chimney Home?

A: Chimney Home is a home value tracking and equity insight tool integrated within your banking app. It allows homeowners to see their current property value, available equity, and personalized offers based on their financial profile. The information is updated monthly and can be refreshed daily within the app. Chimney Home is designed to help users manage their home’s financial potential easily and seamlessly.

Key Point for Staff: Emphasize that Chimney Home is integrated within the bank’s existing platform, offering a seamless user experience without needing to use third-party apps like Zillow.

Q: What does Chimney Home offer?

A: Chimney Home provides homeowners with the ability to:

• Track their home value and see changes over time.
• View their available equity, allowing them to understand how much they own outright and what they can borrow.
• Receive personalized offers for financial products like home equity loans, mortgage refinancing, and more—based on their home’s value and equity.

Key Point for Staff: Highlight that Chimney Home also supports financial decision-making by delivering tailored offers based on the user’s property data.

Q: Is there a fee for Chimney Home?

A: No, Chimney Home is completely free for users. There’s no need for a credit card or any payment information to access the service.

Key Point for Staff: This is a value-added feature offered by the financial institution at no additional cost, creating greater engagement without extra charges.

Q: How often are home values updated?

A: Chimney Home updates home value and equity information about every 30 days, however this can take longer depending on the region and how much data has changed.

Key Point for Staff: Emphasize the flexibility—automatic monthly updates, plus the ability for users to refresh their home value whenever they want.

Q: How does Chimney Home differ from other home value tracking tools?

A: Unlike standalone tools like Zillow, Chimney Home is integrated into your bank’s digital platform, offering homeowners a streamlined experience with the added benefit of personalized financial offers based on their specific property data. Users can also manage their home value and explore borrowing opportunities directly within the app.

Key Point for Staff: Focus on the unique combination of home value tracking and personalized financial offers, all within the customer’s trusted banking app.

Q: Will my financial institution use Chimney Home data for loan decisions?

A: No, Chimney Home is for informational purposes only. Your financial institution uses its own criteria for loan decisions. However, Chimney Home helps homeowners understand their financial standing and opportunities, such as loan options based on home equity.

Key Point for Staff: Stress that while Chimney Home provides useful insights, loan decisions are based on separate financial evaluations by the bank.

Q: Will Chimney Home share my home data with my financial institution?

A: Chimney Home does not share your home data with your financial institution unless you explicitly choose to do so. The tool is designed to provide insights to you privately, without sharing data unless necessary for a specific service or offer you accept.

Key Point for Staff: Reassure customers that they are in control of their data and that privacy is a priority.

Q: How does Chimney Home keep my information secure?

A: Chimney Home uses bank-level encryption and follows strict security protocols to keep user data safe. It undergoes regular audits by third-party security teams to ensure the highest level of protection.

Key Point for Staff: Security is paramount, and Chimney Home operates under the same rigorous standards as your financial institution’s own digital services.

Q: What if the home value provided by Chimney Home is inaccurate?

A: If users notice discrepancies in their home value estimate, they can adjust their home value in the app by updating key home details like condition and living area.

Key Point for Staff: Offer reassurance that support is available, and the tool uses advanced algorithms, but external factors like recent renovations may not immediately be reflected.

Q: Will I receive email alerts from Chimney Home?

A: Yes, users will be opted into email alerts to stay updated on changes in their home value, available equity, and receive personalized financial offers. These settings can be managed directly in the app or by unsubscribing.

Key Point for Staff: Highlight the convenience of receiving important updates via email without needing to log into the app every time.

Q: How does Chimney Home help me financially?

A: Chimney Home helps homeowners stay informed about their home’s value and equity, allowing them to make better financial decisions. It also connects users with personalized offers that could save money or unlock new financial opportunities, such as home equity loans or refinancing options.

Key Point for Staff: Chimney Home empowers homeowners by providing clear insights into their financial standing, helping them make smart decisions about borrowing, refinancing, or selling.