Today: July 29, 2010

Goal: To be the title industry’s leader in Customer Care by differentiating ourselves through consistent superior escrow and settlement services.

1. Our Branch Team responds to our customers’ calls in a timely manner.
2. Our Escrow Officers call both agents when the escrow is opened.
3. Our Branch Team contacts both agents the day the Preliminary Report is received.
4. Our Branch Team takes responsibility for communication and problem resolution internally and externally.
5. Our Branch Team calls both agents when loan documents are received.
6. Our Branch Team faxes or emails the Estimated Closing Statement to both agents prior to the signoff.
7. Our Branch Team creates a positive signoff experience.
8. Our Branch Team calls both agents when funds are received and escrow is ready to close.
9. Our Escrow Officers call both agents the day the escrow is on record.
10. Our Branch Team contacts both agents within one week of close of escrow.

How We Deliver Our Standards of Customer Care

The Branch Team includes, but is not limited to, the Branch Manager, Escrow Officer(s), Assistant(s), Receptionist, Sales Representative(s) and EPIC, when applicable.

1.  Our Branch Team responds to our customers’ calls in a timely manner.

• Whenever possible, we take calls when received. 

• When we can’t take calls, we make every attempt to return calls within 3 hours.

• We always return calls the same day.

• If information requested is not yet available, we call the customer to report our progress.

2.  Our Escrow Officers call both agents when the escrow is opened.

• We thank both agents for the order, speaking to them directly or leaving a voice mail message.

• We introduce ourselves to the coop (non-directing) agent. In seller pay counties, we call when property is sold.

• We confirm the order number, deposit and, when appropriate, find out agents’ preferences for conducting business & communicating: phone, fax or email.

3. Our Branch Team contacts both agents the day the Preliminary Report is received.

• We track preliminary report delivery.

• When the preliminary report is received, we review it and contact both agents to report either that everything is okay or to point out items to be addressed and to offer solutions, when needed.

• We ask for necessary information regarding loan payoffs, Homeowners’ Associations, etc.

4.  Our Branch Team takes responsibility for communication and problem resolution internally and externally.

• Our escrow officers and sales reps communicate daily re: signoffs, expected loan docs, closings and potential problems, then contact customers as appropriate.

• We keep the agents informed during the escrow, contacting them by phone, email or fax when we receive: the initial deposit, any deposit increases, loan payoffs, invoices/bills, and/or provide timely status reports to both agents (e.g. midway through escrow, 10 days prior to close.)

• We contact both agents when problems, delays or changes occur, offering solutions when necessary.

5.  Our Branch Team calls both agents when loan documents are received.

• We let both agents know we have received the loan documents. We review/receive instructions and schedule the signoff.

6.  Our Branch Team faxes or emails the Estimated Closing Statement to both agents prior to the signoff.

• We only send the buyer’s information to the buyer’s agent and seller’s information to the seller’s agent.

7.  Our Branch Team creates a positive signoff experience.

• We present a professional-looking, inviting, pleasant office environment and post a daily schedule of clients and signoff times.

• We warmly greet our clients when they arrive. Our escrow officers conduct the signoff, if possible, and otherwise provide the welcome and introduction of the person who will conduct the signing.

• We sincerely compliment the agents to their customers.

• If agents do not attend the signoff, we call them immediately after the meeting to report the signoff results.

8.  Our Branch Team calls both agents when funds are received and escrow is ready to close.

9.  Our Escrow Officers call both agents the day the escrow is on record.

• We offer our congratulations, thank them for the escrow, let them know we enjoyed working with them and ask for future business.

• We arrange for prompt delivery of the commission check and closing package the day of recordation.

10.Our Branch Team contacts both agents within one week of close of escrow.

• We follow up with a post-closing call to tie up any loose ends, ask for feedback on our service, ask for suggestions for improved service and ask for future business and/or referrals.

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First American Title Insurance Company makes no express or implied warranty respecting the information presented and assumes no responsibility for errors or omissions.