Agent Billing and Payment Collection Procedure (Staff View Only)

This guide is for Agent Billing and Payment Collection Procedure (Staff View Only)

What is the normal procedure for a Redwood Agent?

Agent Billing and Invoice Payment Procedure – this guide outlines the full process for agents at CENTURY 21 Redwood Realty, including how billing works and available payment methods.

What happens if an agent does not have a commission for 90 days?

If an agent goes 90 days without a commission, they can make manual payments using one of the following options:

By Check: Make checks payable to CENTURY 21 Redwood Realty and drop them off at any of our office locations.
By Credit Card: Agents can set up automatic monthly payments by completing the credit card authorization form at ccform.c21redwood.com by the 1st of each month unless the agent opted to charge the credit card automatically each time a new charge is posted to agent’s billing statement.

Are there any miscellaneous charges for agents?

If you incur expenses on behalf of an agent, you must inform the agent and pass the details to the Accounting Department for billing. If you are unsure whether an agent should be billed, contact agentbilling@c21redwood.com. Common billable items include:

Print jobs for agents, such as flyers or documents.
Certificates of Insurance (COI) for client events.
Payments made to vendors on behalf of an agent.

What happens if agent has overdue AR?

Overdue balances may occur for a few reasons, such as the agent not having any closings within 90 days, or due to issues with the credit card on file, including expiration, declined transactions, or missing payment information. If an agent has an outstanding balance that is over 90 days overdue, the Accounting Department will forward a list of these agents to the Commissions Team at commissions@c21redwood.com. Upon receiving the list, the Commissions Team will take the following steps:

Verify Agent Status: Confirm whether the agent is still active with CENTURY 21 Redwood Realty.
Check Pending Deals: Review if the agent has any pending transactions.
Email Notification: Send an email to the agent, with the EVP and ASM copied, notifying them of the overdue balance.
Follow-Up: If no response or payment is received within 3 days, the Commissions Team will follow up with the Field staff.
Payment Plan: Field staff can request a payment plan for an agent if deemed necessary, with final approval granted by Accounting. To qualify, the agent must pay 50% of the outstanding balance upfront.
Evaluate Agent Status: If the agent is non-responsive and has not produced any recent business, evaluate whether the agent should be exited from the company.
Escalation: If further action is required, escalate the situation to Marni for additional review and potential next steps. Once escalated, the Corporate Team (Marni, Bonnie, and Jill). Any agent with past due balance under $100 will be under review by Commissions before under review by Accounting.
- Escalation Process:
  - The Commissions Team will update the status of each agent with a past-due AR balance to “Escalate to Marni” if no payment or response is received by the specified deadline. Marni will review the list here: Agent Review Board
  - Marni will provide the list to Field Staff to confirm that everyone will receive a Final Notice.
  - Request the stripe invoice payment link from Accounting for each agent.
  - Commissions to send the email of the Final notice to agents.
  - Commissions to check the google sheet daily (link can be found here: https://c21redwood.monday.com/boards/4178246815/views/103346343) until the deadline for stripe payments.
  - If no response from agent or Field, change status to Escalate to Accounting. Jill/Bonnie will send further communications. CC EVP and Commissions on the email.
  - If the Accounting Status was changed to “Force Exit”, add a subtask for each agent on the Monday board to request the exit checklist with a deadline.
  - If the due date passes with no response, send a message to Field to initiate the exit process for the agent. Notify Marni if no response from Field is received within 3 days.

What Happens to an Agent’s Balance When They Are Exited from Redwood?

It’s important to make every effort to collect any outstanding balances before an agent is exited from Redwood. If an agent is transferring to Sequoia, we can arrange a payment plan to settle their balance. If the agent has a pending transaction, the balance will be deducted from that closing. In cases where payment cannot be collected, the balance will be written off to Bad Debt Expense and will negatively impact the office-level P&Ls.