Our Standards of Customer Care

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

Our Branch Team calls 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 confirm the escrow number, deposit and, when appropriate, find out agents’ preferences for conducting business & communicating – phone, fax or email.

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

• Our branch and sales team communicates regularly regarding customers, active transactions and potential problems.  We will contact customers as appropriate.
• We keep the agents informed during the escrow.
• We conduct commitment review once commitment is available.
• We will provide the Estimated Closing Statement to both agents one business day prior to closing.

Our Branch Team creates a positive signing experience:

• We present a professional looking, inviting and pleasant office environment.
• We keep a daily calendar of customers and signing times so branch team is informed of all appointments.
• We warmly greet our customers and agents when they arrive.  Our escrow officers conduct the signing if possible, or provide an introduction of the person who will conduct the signing.
• If the signing is off-site, the signer will contact the branch with results.
• We compliment the agent and congratulate buyer/seller.  Thank them for bringing business to Island Title.

Our Branch Team calls both agents upon recordation:

• We congratulate agents and thank them for their business.
• We confirm with customers and agents the delivery method for documents and funds.
• We arrange for prompt delivery of documents and funds.

Our Branch and Sales Team follows up with both agents within seven after closing:

• The Branch Team completes and delivers a thank you card for agents, buyer and seller.
• The Sales Team contacts the agents for follow-up to tie up any loose ends, identify service issues and ask for referral business.