The title insurance industry has changed and evolved continuously since its inception in 1853, but most would agree that the escalation of changes over the past two decades has been truly dramatic, with more transformation on the horizon with the advent of artificial intelligence.

One thing that will not change is that people will always be buying homes from other people, and where human beings are involved in a transaction, interpersonal skills will always be key.

That’s why in addition to training new employees through an onboarding process, successful title companies also invest in skill training for the long game, and that includes interpersonal training programs that address quality assurance, soft skills, cross-department knowledge, and team dynamics.

Quality Assurance

To teach quality assurance , it’s helpful to begin by defining what a high-quality title and closing experience should look like to the client. Once you have established the parameters, you can devise a training program that covers industry standards, understanding and responding to customer needs, and delivering services in an accurate, reliable and timely manner.

Soft Skills

Soft skills are particularly crucial in a service-based industry like title. The title, closing and escrow team must navigate a challenging and often stressful process for the clients with superior problem-solving skills, an empathetic communication style, and the ability to manage tight schedules while remaining adaptable and upbeat. These skills can be enhanced through regular training, role playing, peer feedback, and mentoring.

Cross Training

Read the resume of a successful title agency owner and you will note the wide variety of positions within a title agency that they have held over the years. It is the nature of the process that employees often find themselves suddenly shifted to another department to help with the overflow on any given day. Having a deliberate program of cross-training within your agency ensures that when the heat is on, you will have knowledgeable employees who can competently step into a different role for a day or a week to help with the mad rush to closing. This is not only a practical tactic for getting the work done, but it also builds employee self-confidence and helps managers identify opportunities to promote employees who exhibit an affinity for some aspect of the agency’s work.

Team Dynamics

Fostering team rapport can also strengthen your business. Team-building exercises, such as getting everyone out of the office for a picnic lunch, taking the team to a baseball game, or group volunteer opportunities, can open up new lines of communication between staff members from different departments. You can also explore in-office challenges, like a competition to produce the best idea for expanding market share, improving the office facility, or developing an employee of the month recognition.

While the tendency is to focus on the numbers in a title agency, the human factor – how happy and motivated the employees are and how well they relate to each other and to the customers – is the fuel that feeds the engine. Nurturing those relationships through a variety of training methods can improve every aspect of your agency.

At Florida Agency Network, we maintain the highest standards in providing title, escrow and closing services throughout Florida, and in addition, we are dedicated to providing support to our member companies. Contact us today to learn more.