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Why your title agency receptionist needs to know about escrow

Mary Anne Harris

One might think that the qualifications of a receptionist would be limited to having an engaging voice and positive demeanor, a customer service mindset, some decent technical skills, and the ability to organize and multi-task.


All of these provide a good baseline for hiring someone for the front desk of any organization, but in a title agency, it’s equally important for that person to have more than a passing knowledge of the escrow, closing and title insurance services you provide.

Here are some reasons why thoroughly educating your frontline staff can help you resolve issues more quickly, save staff time, and retain clients for life.


Projecting confidence


The first point of contact in an agency can project an image of power and knowledge or quite the opposite. When a client or prospect calls with questions you want the person they encounter to answer with a sense of confidence. This doesn’t mean that the receptionist knows the answer to every question, but that they have sufficient knowledge to answer most questions and know exactly where to go to get that answer if they don’t have it at their fingertips. The only way they can project that confidence is if they have a deep understanding of what a title agency does.


Professionalism


When a client’s first impression of your agency is that it is professional, responsive and helpful, it sets the tone for further encounters to come in the organization. If the receptionist has been trained to understand the nuances of the title agency, they are far more likely to exhibit these characteristics in a genuine way.


Directing calls appropriately


Receptionists also need to be trained in the language of escrow, title and closings so they can properly direct calls for more in-depth information. If a real estate agent calls and says they need to find out if the agency handles FIRPTA transactions or power of attorney closings, the receptionist has to know what those things mean to even begin to understand how to answer or where to direct the call.


Emergencies


What receptionist has not received a frantic call from a client who needs immediate help? If the person answering the phone is not acquainted with the delicate timing of the escrow process, or the impact of delayed closings, they may not know when to reassure and when

to escalate problems to a higher authority. “I will have someone call you back,” may not be a sufficient answer in a true crisis. A thoroughly educated front line worker will be more likely to discern what is at issue and connect the caller more efficiently with the person in the company who can tackle the problem most effectively.


The bottom line is that a title agency receptionist needs to know more than the names and responsibilities of the various staff members. From understanding the range of services the title company offers to being educated in the various departments and how title and escrow files are created and processed, every bit of knowledge acquired helps prepare the receptionist to present a professional and polished appearance to your valuable clients and to serve their needs with the highest confidence.


At Positively Balanced, we are dedicated to being your most important ally in managing the escrow accounts and reconciliation processes that are the bedrock of your agency. Call us today to learn more!

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 At Positively Balanced, we foster a client-first culture driven by our passion to provide excellent service to our clients.

Atlanta, Georgia I Florida

​(770) 975.1475 / 800.931.6038

info@positivelybalanced.com   |   3662 Cedarcrest Road , #200, Acworth, GA. 30101

|  770.975.1475  |   800.931.6038

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