ACN Document Verifier Training Module (Reference Framework for Agencies)
The Document Verifier is a new professional governance role within ACN-based operating models. Traditional co-broking environments never formalised this function, resulting in unverified inventory, unclear mandates, pricing inaccuracies, and post-agreement disputes.
This module does not impose a uniform syllabus, as agencies differ in:
- Structure & hierarchy
- Market type (subsale / project / tenancy)
- Risk appetite
- SOP maturity
- Leadership culture
- Data governance style
Instead, this serves as a professional blueprint to help agency leaders design and customise a listing integrity verification standard that fits their organisational workflow.
Official Definition & Role Boundaries
Definition
A Document Verifier is a trained, neutral reviewer responsible for validating listing authenticity, legal workability, pricing reasonableness, and ongoing compliance before a listing is admitted, shared, promoted, or maintained inside the ACN ecosystem.
This Role Is NOT:
| Not Allowed | Explanation |
|---|---|
| Sales / Negotiator role | Cannot close deals or act as buyer agent |
| Pricing decision maker | Only checks pricing reasonableness, not dictate price |
| Marketing strategist | Not responsible for lead generation or media plans |
| Political gatekeeper | No room for personal bias, favours, or pressure |
| Personal preference judge | Decisions must be evidence-based, not opinion-based |
Program Purpose
To equip selected team members with the knowledge, skills, tools, and governance mindset required to validate, monitor, and protect listing integrity within an ACN-based collaboration framework.
Learning Outcomes
- Understand the reasoning and necessity behind the Document Verifier role.
- Apply structured verification standards to protect ACN efficiency.
- Identify document, ownership, appointment, and pricing risks.
- Conduct iterative monitoring and documentation updates.
- Communicate diplomatically with owners and internal stakeholders.
- Execute decisions based on criteria, not personal preference.
- Maintain confidentiality, neutrality, and audit readiness.
Target Participants
- Senior agents or achievers with strong discipline
- Team leaders with experience in listing work
- Admin/compliance officers
- Listing managers or project PICs
Success KPI Indicators
| KPI Category | Measurement Standard |
|---|---|
| Verification Speed | ≤ 48 hours response time |
| Evidence Completeness | 100% listings have traceable documentation |
| Renewal Compliance | 100% renewal before expiry |
| Post-Dispute Rate | < 5% dispute / complaint ratio |
| Expired Listings | < 10% expired without formal status tagging |
Escalation Flow (Mandatory)
| Level | Status | Required Action |
|---|---|---|
| 1 | Clarification Needed | Request info within 24–48 hrs |
| 2 | Conditional Pass | Admit + flag + monitor |
| 3 | Temporary Hold | Freeze until criteria met |
| 4 | Rejection | Provide written justification |
| 5 | Blacklist / High-Risk Owner | Leadership approval required |
Red-Flag Indicator Samples (Non-Exhaustive)
- Names mismatch between SPA / Title / Appointment
- Owner refuses identity or proof-of-ownership request
- Appointment is verbal only
- Pricing significantly above market, no justification
- Owner refuses renewal or re-verification
- No access and no proof of interior
- Multiple agents claiming undisclosed co-representation
Training Modules
Module 1 — ACN Logic & Role Architecture
Objectives:
- Understand ACN as a system, not a project or campaign
- Recognise how roles replace assumption-driven, solo workflows
- See where the Verifier fits relative to Input, Marketing, Viewing, Closing, and Transaction Support
Discussion Topics:
- Why listings must be verified before shared
- Why verification protects everyone, including the lister
- When the Verifier is required vs. exempt
Module 2 — Listing Integrity & Documentation Competency
Objectives:
- Understand what makes a listing real, legal & marketable
- Develop competency in basic due-diligence interpretation
Topics Included:
- Ownership vs. authority vs. controllability
- SPA, Title, DOA, Probate, Tenancy acknowledgement
- Appointment types & enforceability
- Commission logic & abortive clauses
- Red-flag indicators
Tool Provided:
10-Point Listing Verification Table (Pre-Admission)
Module 3 — Listing Risk Classification & Monitoring
Objectives:
- Move from “approve/reject” thinking to risk-tag based management
- Conduct post-admission monitoring with predictable rhythm
Topics Included:
- Low / Medium / High listing risk
- Appointment-based monitoring frequency
- When to pause, freeze, or remove listings
Tool Provided:
Post-Admission Monitoring Table
Module 4 — Communication, Diplomacy & Objection Handling
Objectives:
- Equip Verifiers with professional, neutral, and tactful communication skills
- Prevent escalation, confrontation, or ego-trigger dynamics
Practice Scenarios:
- Owner refuses documents
- Owner insists on inflated price
- Owner disagrees with feedback
- Owner refuses renewal
- Developer bypass attempt
Deliverable:
Suggested Communication Scripts (optional to customise)
Module 5 — Governance, Ethics, Confidentiality & Data Handling
The Document Verifier must be known internally as a neutral, rule-driven role, not a “power role” or “blocker role”.
Topics Included:
- PDPA & confidential record handling
- Neutrality: No favouritism, no side deals
- Documentation storage & retrieval
- Audit trail culture
- Digital evidence logs
Module 6 — Tools, Dashboards & Reporting
The Verifier must maintain visible clarity for leadership without micromanagement.
| Tool | Purpose |
|---|---|
| Verification Log | Evidence & traceability |
| Status Board | Visibility for team updates |
| Renewal Calendar | Prevent expiry & dead listings |
| Risk Register | Justification matrix |
| Evidence Folder | Document repository |
Internal Assessment Suggestions
Agencies may choose one or combine multiple:
- Written test (basic comprehension)
- Case study evaluation
- Role-play communication test
- Practical verification task (1–3 real listings)
- Probationary period with review
There is no fixed method — only choose what fits your operational culture and risk appetite.
Closing Message to Agency Leaders
This training outline is not meant to dictate how your company must operate.
It exists to give you clarity, structure, and inspiration to build your own version of the Document Verifier competency system, because no two agencies are identical in:
- manpower
- culture
- leadership style
- listing strategy
- market segment
- compliance risk tolerance
The Verifier role is new, but it solves a permanent industry failure — unverified inventory.
As your agency grows, you may choose to:
- add modules
- merge modules
- shorten modules
- split modules
- create levels
- attach certification
- link to promotion
Use this as a reference guide, not a mandatory curriculum.
Your agency should customise it until it becomes your signature standard.
The true goal is not to train Verifiers — but to build a culture where only verified listings deserve teamwork.
