3 Essential Skills of Elite Title Agents (That You Can Implement Today)

What makes a professional truly “elite?” 

Athletes often refer to the medals on their walls. Other professions, like lawyers, may point to standout cases.

The title industry is no different; some agents just exude an IT factor—and they have the business to prove it. But what do these top performers have in common? And what can be learned from their efforts?

We spoke with Sam Trimble, VP of Strategic Growth and Development at Fidelity National Financial, to discover the common attributes of today’s top-performing title agents in our To Catch a Fraudster webinar. He says that there are three critical areas in which most elite agents excel:

1. Managing a solid online reputation
2. Providing an irresistible customer experience
3. Streamlining operations with AI and technology

Let’s examine these skills and consider how to apply them to your efforts.
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1. Build a robust online reputation

One of the most significant shifts in consumer behavior over the last decade is how much they rely on online reviews. Nearly half of all consumers — 49% according to a 2024 Brightlocal report—say they trust online reviews more than they do recommendations from their friends and family. 

We now have more educated consumers than ever before, and they’re checking up on what they’ve been told. Consumers want to know, “Who is that person? Why do you have a relationship with them? Are you getting something for sending me there?” This reality may have been underestimated by many title agents in the past.

As Trimble explains, several years ago, title agents might have thought, “Nobody’s Googling me. I’m not worried about that.” But the landscape has changed. Many firms that have relied solely on word of mouth to grow their business are now facing a dwindling customer base. 

In light of this, cultivating a strong online reputation is more important than ever. And this doesn’t have to be complex or costly, Timble says. Simple actions like updating your Google profile, adding photos, and responding to reviews can have a significant impact.

“Things that we can do today, in just a few minutes, especially if it costs little to nothing, are the things we should be focusing on when it comes to online reputation.”

With a strong, curated online presence, you not only reassure potential customers but also reinforce the trust that your referring partners have in you. They need to know that when their clients check up on you, they know you’ve sent them to the right place.

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2. Enhancing customer experience

“Customer experience” can be a buzzword many people gloss over. But it’s a crucial element of any successful business strategy and, when done well, can be incredibly powerful. 

In real estate transactions, a lack of communication or clarity is often the number one point of feedback from buyers and sellers. “[The client] buys or sells the largest asset in their life, and [the] complaint is 'I don’t know what was happening,’” Trimble notes.

Think about your Amazon packages: We are informed through almost every step of the process—from the moment it’s been shipped to the literal minute it’s on your doorstep. Why do we then leave home buyers and sellers in the dark?

To combat this, title agents should consider implementing a detailed communications strategy to elevate their customer experience. Whether through automated notifications, video libraries, or even just more frequent updates, keeping clients informed is key to a positive customer experience. 

Consider also incorporating better communication into your fraud prevention strategy. Fraudsters thrive on chaos; they hope you won’t notice the unexpected email asking for a change in wiring instructions that shows up in your inbox. If those steps were clearly outlined ahead of time—who’s sending the email, by when, and to what bank accounts—it’d help signal fraud when things look amiss. Solutions like SCC (Send, Confirm, Collect) can help you ensure everyone’s got the right wiring instructions and keep fraudsters out.

Creating a “monopoly” of customer experience

A positive customer experience can also be a competitive advantage. 

Sam recalls a quote from Peter Thiel, the co-founder of PayPal, who famously said: “All happy companies are different: each one earns a monopoly by solving a unique problem. All failed companies are the same: they failed to escape competition.” 

In customer experience, this means you should aim to provide such an exceptional level of service that clients wouldn’t consider going anywhere else. “They can go down the street to your competitor… and then they’re going to realize that they have to come back if they want to feel like that.”

The takeaway: Compare your customer experience not just with competitors in title, but with other industries that excel in this area. Then, create an experience so unique and memorable that clients feel compelled to return.

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3. Leveraging AI for operational excellence

Artificial intelligence (AI) has quickly moved from a futuristic concept to an essential tool for businesses. It’s changing the real estate industry in many ways (some good and others more malicious). However you feel about it, though, it’s going to become a critical part of your workflow in the coming years.

Sam puts it this way: don’t consider AI a competitor but an ally—an “army of interns,” if you will. It can help double or triple your production speed, keep you organized, and act as a resource for your bank of industry knowledge.

AI also does more than support your outreach; AI offers a wealth of opportunities beyond the flashy marketing and sales applications. It can play a pivotal role in HR, talent development, and operational efficiency. For example, a tool called Yoodii can help improve communication skills by providing feedback on filler words, pacing, and overall delivery without the emotional baggage that often comes with human critique.

The future of AI in the title industry is promising. Quoting the Harvard Business Review, Trimble echos, “AI will not take your job; people who use it will.” It’ll help streamline operations, reduce time spent on repetitive tasks, and ultimately improve work-life balance. Imagine turning a 40-minute task into a 4-minute one!

With 9 out of 10 Fortune 500 CEOs stating that AI is a mainstay of their business’s future, it’s clear that this technology is here to stay. Title agents who embrace AI now will be better positioned for success in the years to come.

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Stand apart 

Focusing on these three key areas—building a strong online presence, creating an irresistible customer experience, and leveraging AI for greater efficiency—will help you set yourself apart as an elite title agent. 

As the title industry continues to evolve, these strategies will help you stay competitive and meet the growing expectations of today’s consumers. Proactively addressing these areas now will help you strengthen your business’s foundation and better serve your clients.

Stay connected with CertifID for more insights and updates on how to remain at the forefront of the industry.

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Watch the full webinar with Sam Trimble in the video above.