Mar 20 | 2017

Your Feedback Counts

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See what improvements you’ve inspired at FCT17-025_Health_Check_Blog_Box_03-17_v1

Tell us what you love about working with FCT, and what you don’t.  Our online customer survey for legal professionals runs twice a year; the next survey invitation will arrive in your inbox soon!

Your feedback helps us identify key areas where improvement is necessary, so that we can implement solutions to make your FCT experience that much better. Recent survey results have inspired various process improvements such as:

  • Reduced call transfer wait times
    When you’re in the middle of placing an order and have a question for the underwriter, you can now be placed on a three-way call to get your question answered and then continue with your order.
  • More efficient ordering process
    We’ve improved how you order over the phone by structuring the order forms to be consistent with the sequence of questions from the underwriter. This helps you prepare for the call and organize your files accordingly, ensuring a fast and smooth experience. You even have the option to order by email to further speed up the process.
  • Faster issue resolution
    When you provide feedback in the survey and indicate that you would like to discuss it further, our team will reach out. This has helped deals that appeared to be in jeopardy close on time, as we believe it’s important to action survey feedback quickly.

While FCT is a driving force for change and innovation in the real estate landscape, the one thing that hasn’t changed in 25+ years is our unwavering focus on you – our customers. We consistently strive to improve our products and services so they work better for you. One of the ways we identify how to improve is through our customer surveys.

If there are any improvements you’d like to see at FCT, be sure to complete the survey!

If you want to share your feedback directly, you can contact our Chief Customer Officer, Colleen Reitzel at creitzel@fct.ca or 888.771.0065 x 763455.

Jun 23 | 2016

Your voice. Our compass.

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16-202 Social Bank_smallHow 25 years of customer input has driven our growth and success

We’ve been very busy here at FCT as of late. After all, it is our 25th anniversary in Canada and there is so much to celebrate, right across the country. I invite you to use the hashtag #FCTcelebrates25 to participate in the fun on social media or to find out more about upcoming festivities.

Although we are beyond proud of this milestone, I’m not alone in recognizing that we didn’t get this far on our own. Without the support of our customers and their direct, honest feedback, we would not have been able to grow and evolve as we have — nor would we have been able to achieve the level of success we’ve enjoyed for over two and a half decades now.

But that’s not to say that the road to success has always been completely smooth. I can assure you there have been plenty of bumps along the way, and that’s okay. I firmly believe that there can be an even greater opportunity to learn from mistakes and challenges than solely from triumphs.

“Failure is only a temporary change in direction to set you straight for your next success.”
Denis Waitley

Because we realize how important a role our customers play in directing our products and services (and ultimately their own satisfaction), several years ago we decided to create a new position specifically to listen to the collective voice of our customers — a position quite different from anything else we were seeing in the industry at that time: Chief Customer Officer.

Today, this demanding role is held by Colleen Reitzel, who has a mandate to ensure customer input continues to facilitate change and innovation at FCT. It’s about listening to feedback surrounding customer experiences and understanding what customers expect from our products and services.

We want you to know that we’re listening whether it’s a compliment . . . or a challenge.

“The ear of the leader must ring with the voices of the people.”
Woodrow Wilson

So as we continue to celebrate this wonderful milestone, we want to drive home the idea that your voice has always mattered to every employee at FCT and always will, well beyond our next milestone, in fact. If you have ideas, questions or concerns, please reach out to me or Colleen Reitzel directly, or feel free to leave a comment below.

Feb 19 | 2016

Your voice matters

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Your voice mattersHow FCT is using your feedback to improve the MMS experience

For those of you that don’t know me, my name is Colleen Reitzel and I’m the Chief Customer Officer at FCT. My role is to listen to the collective voice of FCT’s customers and ensure that it is heard. As a company, we solicit your feedback (aka “voice”) in many ways; the most common being through surveys.

Why your voice matters

Surveys are a very important tool to allow us to identify both strengths and areas for improvement. For customers, they allow you to openly express your opinion and impact the tools and services you use daily. We then use this feedback to strengthen our partnerships with you by providing real and long-lasting value through effective action-planning.

We’ve heard you, loud and clear

Your answers to our recent survey questions regarding the Managed Mortgage Solution (MMS) experience have made us take another look at how we think about our business, right across Canada.

Thank you so much — your input has been invaluable to us.

We’re taking action

Using your input, we have been able to fine-tune MMS and provide clear tactics to make it better. This has been a collaborative process with our lenders to ensure we stand by our brand promise of Experience Excellence®. Here are a few things we’ll be doing differently in Q1 2016 to improve your experience with MMS:

Enhancing our expertise for more effective interactions
  • We are investing in our Customer Service Representatives to serve you better and more efficiently at every touch point.
Eliminating redundancy to reduce paperwork
  • We have engaged a third-party law firm to review our mortgage instructions in an effort to minimize redundancy in the existing mortgage instructions.
Integrating technologies to streamline processes
  • We are focusing on the MMS and Lender Lawyer Connect® (LLC®) integration throughout 2016 to ensure an improved experience for you going forward. To do so, we will be implementing the following targeted changes:
    • The Request for Funds (RFF) and Final Report will be standardized across all MMS lenders and will be submitted electronically through LLC
    • Three new milestone updates will be introduced to keep you informed throughout the process, including when:
      • Broker conditions are satisfied;
      • Solicitor conditions are satisfied; and when
      • The deal has been funded.
    • Automated online “Confirm Closing” process will be available for completion online via LLC
    • The RFF form will automatically populate with the closing date and mortgage amount, eliminating manual paper-based updates

I’m here to hear you

As you can see, your voice makes a difference and we always want to hear from you. If you have questions, comments or concerns, feel free to contact me directly. I’m here and ready to listen.

®Registered Trademark of First American Financial Corporation.