THE PATH FORWARD. ALTA s Strategic Priorities to Advance the Industry

Transcription

1 THE PATH FORWARD ALTA s Strategic Priorities to Advance the Industry Strategic Priorities 1

2 CUSTOMER SERVICE Customers are always beautifully, wonderfully dissatisfied Even when they don t know it yet, customers want something better Your desire to delight the customer will drive you to invent on their behalf Jeff Bezos CEO, Amazon 4 2

3 BEST PRACTICES 3

4 ALTA Best Practices Establish and maintain current License(s) as required to conduct the business of title insurance and settlement services. Adopt and maintain appropriate written procedures and controls for Escrow Trust Accounts allowing for electronic verification of reconciliation. Adopt and maintain a written privacy and information security program to protect Nonpublic Personal Information as required by local, state and federal law. Adopt standard real estate settlement procedures and policies that help ensure compliance with Federal and State Consumer Financial Laws as applicable to the Settlement process. Adopt and maintain written procedures related to title policy production, delivery, reporting, and premium remittance. Maintain appropriate professional liability insurance and fidelity coverage. Adopt and maintain written procedures for resolving consumer complaints. 4

5 Tool Box Consumer s View of Best Practices You will be licensed and comply with the law Your bank account should be with a solid financial institution and my money is safe My non-public information is being protected You will charge me the correct rate for services provided After closing, record my documents and issue my policy If something goes wrong, you ll have E&O and other insurance to protect me And if I need to complain about the services provided, you ll take care of it! 5

6 OUR VALUES 6

7 OUR VALUES 1. Deliver WOW through service 2. Embrace and drive change 3. Create fun and a little weirdness 4. Be adventurous, creative, and open-minded 5. Pursue growth and learning 6. Build open and honest relationships with communication 7. Build a positive team and family spirit 8. Do more with less 9. Be passionate and determined 10.Be humble 14 7

8 Our number one priority is company culture. Our whole belief is that if you get the culture right, most of the other stuff like delivering great customer service or building a long-term enduring brand will just happen naturally on its own. Tony Hsieh CEO 1. Safety 2. Courtesy 3. The Show 4. Efficiency 8

9 Why Focus on Culture 9

10 FORUM FOR INNOVATION Disruptive Innovation A product or service takes root initially in simple applications at the bottom of a market and then relentlessly moves up market, eventually displacing established competitors. Clayton Christensen 10

11 Fact or Fiction? Fintechs Disrupt Competition 11

12 that will survive in the next five, ten, twenty years are not brands and business that have a particular product. They are the brands and businesses that have the discipline and the core competency of being flexible, of being able to partner, of being able to understand that just because they ve been on one path for the last ten years, that does not mean that it is the path that will take us to continued success in the future. The only brands and businesses Kat Cole Group President 12

13 GOAL FOR 2018 FOCUS on the Consumer on your Culture on Innovation California Land Title Association All-Stars Kenneth E. Aalseth Andrew Acker Jeffrey Bates Sandra Bell Doug Bello NTP Randall E. Bradley Jessie Bullis Dan Buchanan William Burding Jr., NTP Bryan Burkholder Brian Danis Katie DeGunther Justin L. Earley Alan Ercolini Alan B. Fields 13

14 California Land Title Association All-Stars Sherwood P. Girion Rachel E. Hable Bob Hart Julie Hayre John M. Hollenbeck NTP Allison Hyatt Thomas Imperiale Shabnam F. Jalakian Don Kennedy Karen Lanning Margery Q. Lee Ramon Machado Michael Marino Cynthia Martin Cynthia A. McGovern PhD John P. Megna California Land Title Association All-Stars Miriam Moore James O. Nelson II Eddie Oddo Greg B. Oliver Craig Page Yianni Pantis Terri Parnell Donald E. Partington Tim L. Pearson NTP Bruce Phillips James Rogers Sheldon Rubin Esq. Alma Rushing NTP Jennifer Sabado Justin Scorza Judi Souza CSEO/CEI, NTP 14

15 California Land Title Association All-Stars Giancarlo Spolidoro Lisa M. Steele Dan Tabone Robin Teincuff Philip N. Webb Tiffany J. Whitney Nicole A. Wimber Jacqueline Young 2018 ALTA Meetings Homebuyer Outreach Program Leader Trainings New Orleans: April 16 Minneapolis: June 18 ALTA Innovation Boot Camps New Orleans: April Minneapolis: June ALTA Advocacy Summit May The Watergate Hotel Washington, DC ALTA ONE October 9-12 JW Marriott at LA Live Los Angeles, CA 15

16 THANK YOU 1800 M Street, NW, Suite 300S, Washington, D.C P F