Blog | 12-May-2025
Title Experience: The Hidden Driver of Growth
Would you agree that a borrower will always remember a bad experience—forever? Even something as simple as a bad meal at a restaurant stays with us. While they say first impression is the last impression, it’s hard to ignore the last impression, especially something as crucial as Title Servicing—leaves a lasting mark on the borrower’s mind. Since it’s often the most complex stage of the mortgage cycle, a good experience can go a long way.
Stronger demands, rising premiums, increased scrutiny of data and security, and workforce challenges don’t make this any easier. But would you agree—the more complex the process, the better we need to be at it?
Here are a few strategic insights I believe are crucial if you want to retain borrowers and grow your customer base, starting with how you handle title.
AUTHOR
Banu Prakash R
VP, Title Review
Faster, Cleaner Title → Higher Conversion Rates
You don’t need to be told how mundane the title process is repeatable tasks done manually are error-prone and time-consuming. Delays in title clearance cause pipeline fallout: borrowers drop out, shop around, or grow frustrated.
I vouch for the fact that outsourcing the mundane and leveraging technology to deliver faster, smarter outcomes can make a huge difference. Faster title clearances especially with predictive AI or automated curative, shorten cycle times, keeping borrowers engaged and reducing attrition.
Results like better turnaround times, reduced human error, and the ability to leverage your human capital for more critical work are just the tip of the iceberg. The real gain lies in customer goodwill and loyalty. It’s fair to say that speed, multiplied by certainty, leads to growth.
Transparent Title = Lower Call Volumes, Higher Satisfaction
Today’s customers prefer to be in charge. Self-serve is the best tool we can give them to feel empowered—and it’s proven to reduce cost and boost satisfaction.
Technology-driven automation brings down labor costs, reduces rework from errors, and increases the number of transactions a team can handle. AI-enabled insights lead to smarter decisions and fewer compliance issues. And happier customers tend to stay—and refer.
Treat title like Uber Eats: show them where their ‘order’ is on the journey, from title search to clear-to-close.
Most borrowers call out of frustration and confusion. And I think we’ve already lost the battle when the customer is calling for updates or to ask, “what’s going on?”
Imagine if the customer could know things in advance—calling for clarification rather than concern—or maybe not needing to call at all.
First Impressions (and Last Touchpoints) Shape Borrower Loyalty
Perhaps no area of title services is being disrupted as rapidly—or as powerfully—as the title search process.
Traditionally, title searches have relied on human expertise to dig through records, flag anomalies, and assess ownership history. But today, AI and machine learning tools are transforming this into a smarter, faster, and more reliable operation.
By augmenting human expertise with intelligent software, companies can speed up searches and improve their accuracy. The result: fewer missed liens, reduced risk exposure, and a stronger foundation for decision-making. More importantly, this is about shifting from reactive to proactive. Solve the problem before it surfaces.
The Rippling Effect of Title Errors
No missed liens, recording issues, and human errors can cause post-closing problems. Most borrowers associate these issues with the lender, not the title provider.
A clean, transparent, and error-free title process with visibility leads to a happy customer—not just for today, but in the long term. Many see this as a standalone issue, but we need to acknowledge the ripple effect: title errors can lead directly to lost business, as customers look elsewhere for a better experience.
It doesn’t stop at one transaction reputation takes a hit, referral opportunities dry up, and even repeat customers hesitate. In a competitive market, one small error can undo years of relationship-building.
Bridge the Gap : Title as a Differentiator in a Crowded Market
In the mortgage cycle, title is probably the most overlooked touchpoint. We invest heavily in making origination and servicing fast, digital, and simple but when we talk about “customer experience,” title rarely enters the conversation.
And yet, title is where everything culminates. It’s the final bridge between intent and ownership. If there’s friction here delays, confusion, and lack of transparency it can unravel the trust built throughout the process.
That’s exactly why I see title as a strategic opportunity. If we can bridge the gap between lead generation and closing, title becomes the moment we close not just the deal, but the relationship loop.
A tech-enabled title journey doesn’t just check the compliance box it elevates the borrower’s confidence in your brand. When done right, it creates a lasting impression that influences referrals, repeat business, and brand loyalty. It’s not just a step in the process it’s the last mile of your brand promise.
What the Future Demands
The question is no longer whether title companies should adopt technology, it’s how quickly they’ll do it to stay competitive.
But successful transformation isn’t just adding a few digital tools and hoping for the best. It’s a mindset shift, and it requires a strategic approach:
Redesign workflows to eliminate inefficiencies
Reskill employees so they can leverage tech tools effectively
Reassess priorities to focus on value creation, not manual execution
Lead with change management
This is about evolving from a process-driven mindset to an insight-driven one where data, automation, and intelligence fuel continuous improvement. It’s not about disruption for disruption’s sake. It’s about equipping everyone in the cycle employees and customers to succeed.
If you're looking for customer growth, don’t just optimize the front-end of your mortgage experience. Fix the last mile. Title isn’t a back-office step, it is a brand moment.