Flex Compliance Policies &
The Disengagement Process

Performance Metrics

Flex Performance Standards are more than just benchmarks—they help you provide a consistent client experience and are your gateway to growth.

Meeting or exceeding standards means:

• Opportunity for more Flex connections
• Improved efficiency and team alignment
• Greater confidence in your client experience
• Continued eligibility and partnership with Zillow

Failing to meet the following minimum performance expectations may lead to disengagement and decreased connection volume for your team.

Operational Health Rating Metrics

The Operational Health Rating consolidates the following metrics, and is designed to help clearly communicate requirements and expectations for Flex partners to maintain good standing in their partnership with Zillow and avoid disengagement.

Each month a partner’s Operational Health Rating will reflect one of the following statuses:

• Green rating – All metrics above minimums.
• Yellow rating – Any metric below minimum for 1st month.
• Red rating – Any metric below minimum for 2 consecutive months, even if it’s a different metric.

Metric Minimums

• 75% Follow Up Boss Requirement Fulfillment as of the end of the previous month.*
• 75% Closing Doc Submission Rate over the last 3 months.
• 95% Pay on Time Rate over the last 3 months.*

*As measured on monthly snapshot

**If a Partner has a Red rating due to Pay on Time, they must fully pay all overdue balances (100%) to clear Disengagement.

Maintaining Program Eligibility

Meeting the program standards ensures continued access to high-quality Flex connections and maximizes your team’s potential. As a Flex partner, we expect you to fulfill minimum performance and operational health program standards. 

The Disengagement process is Zillow’s accountability structure to address partner underperformance. If your team fails to achieve the minimum Flex performance metrics below or has a Red Operational Health Rating, you will enter the Disengagement process and may be removed from the Flex program.

To improve performance and operational health metrics, you can work with your Growth Advisor and apply the coaching and feedback you receive from them during your regular Strategic Business Reviews (SBRs).

Compliance and Transaction Policies

The following expectations detail the compliance and transaction processes and policies we expect all Flex partners to adhere to as part of the Flex Performance Standards:

• Download the Flex Team Lead welcome packet which is your guide for how to effectively create accountability and empower your team.
• Team Leads and transaction coordinators must complete the “Success Fee Transaction Management” course on Zillow Academy.
• Download and review the Flex payment process guide, which details how to log, close, and pay for transactions.
• Review and share these resources with your transaction coordinator:
  Flex Closing Doc Compliance and Document Best Practices
• Download and use the W9 form for completing the payment process.
• Review the Flex pricing page to familiarize yourself with the pricing model.
• Partners may be eligible for a success fee exemption if they meet the following criteria: 
  (1) Provide Zillow with documented proof of two-way communication taking place within the 30 days prior to Zillow delivering the lead.
  (2) You notify Zillow of this pre-existing relationship within 48 hours of lead delivery.
• Download the Success Fee exemption guide to learn more about the requirements to qualify.
• Submit the Success Fee exemption form when you have transactions that you believe meet this criteria.
• Adhere to Flex Contract Terms 
  Zillow is owed a success fee on the first two transactions (buyer or seller representation) you complete with a Flex lead during the two years after you received the lead. 
• Zillow may pursue any contracted partner (Broker, Team Lead, Individual Agent) for collection on any success fee owed, regardless of a partner’s current Flex roster status (active/inactive) or changes to the team/agent/brokerage relationship.
• Complete transaction management activities in the Premier Agent App (Zillow CRM):
  – All transactions for which Zillow is owed a referral must be logged appropriately in the PA App with closing documentation uploaded within a timely manner.
  – Any changes to the transaction details must be updated in advance of closing.
• Payment must be remitted to Zillow within 15 days if payment is not issued at escrow.
• Zillow requires that closing document(s) are uploaded in the Premier Agent App within 4 calendar days for every transaction eligible for a success fee. 
  This can be an ATLA, HUD, or settlement statement and must show Gross Commission earned.
• Rental agreements should not be logged as Flex transactions.
• Zillow reserves the right to stop working with any agent at any time.
• Transactions for which a success fee is owed* will count toward your monthly transaction target, while transactions where no fee is owed* will not count towards credit.
  *You are able to see for which transactions a fee is owed in the Payments tab and in transaction details in the Premier Agent app.
• If a transaction has associated fees owed and the transaction status is pending with a close date 14 days or more in the past, credit toward your monthly transaction target will be removed until the status is properly updated.
• A connection originally delivered via the Market-Based Pricing program (MBP), additional pre-pay models (i.e. Showcase) and subsequently (after 6 months) reconnected through a post-pay (referral) program to the same agent or team, will be charged a success fee in the respective post-pay program. 
  Reconnections are eligible for a success fee exemption following standard exemption policies outlined in the post-pay agreements.

For more information about Flex transaction and payment policies, please visit the Flex Payment Policies section in the Zillow Help Center.

Additional Partnership Requirements

• Adhere to contract terms and conditions outlined in the Flex agreement and broker agreement.
• Maintain a minimum partner team size of 3 agents to qualify as a Flex team.
• Participate in regularly scheduled Strategic Business Reviews (SBRs) with your Growth Advisor.
• Agents must ensure payment to Zillow within 15 days of the transaction closing date, if payment is not issued at escrow.
• Submit valid closing docs for all Flex transactions within 4 days of closing.
• Partners in Disengagement will typically have 30 days to correct the metric or non-compliance issue. If you fail to improve your performance or resolve the compliance issue within 30 days, you may be removed from Flex.