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You stop seeing the work.
Not because it isn’t there, but because it’s become normal.
Printing checks. Stuffing envelopes. Waiting for FedEx. Chasing down signatures. Reissuing payments. Following up because someone still hasn’t cashed the check you sent three months ago.
Eventually, it all just becomes... “how title works.”
I’ve never been very good at accepting that answer.
One of the questions I ask my team all the time is, “If we were building this agency from scratch today, would we really do it this way?”
Sometimes the answer is yes.
A lot of times, it isn’t.
That’s how we ended up changing the way we handle payments.
It wasn’t because I woke up one morning looking for new technology. It was because I got tired of watching really talented people spend their day doing work that didn’t require talented people.
I don’t hire experienced title professionals because they’re great at folding paper.
I hire them because they’re great at catching problems before they become claims. They’re great at calming nervous buyers, solving last-minute issues, and protecting transactions.
That’s where I want their time.
When Deluxe Payment Exchange became integrated into our title production system, it wasn’t a dramatic transformation. Nobody had to relearn title. Nobody had to throw away the workflow that already worked.
We simply stopped doing some of the work that never should have required human hands in the first place.
Today, our agents get paid faster. Our vendors get paid faster. My staff spends less time pushing paper and more time serving people. We’ve estimated the labor savings at about 25%, but honestly, I don’t think the biggest return shows up on a spreadsheet.
The biggest return is watching experienced people spend more of their day doing work that actually matters and the satisfaction they get from it.
I’ve learned something over the years.
Innovation doesn’t always come from seeing something new.
Sometimes it comes from looking at something you’ve done a thousand times...
...and finally asking,
“Why are we still doing it this way?”
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Ghost written for Kristine Mediate by Cheryl Evans
**DISCLAIMER**
Title agencies should evaluate payment processes, escrow controls, security procedures, and regulatory obligations with their financial institution, underwriter, compliance advisors, and other appropriate professionals before implementation.
Content is for informational purposes, operational awareness and workflow strategy. While every effort is made to ensure accuracy, it is not meant to be a compliance directive or replace the specific legal/financial advice of your retained experts. As always evaluate new information & tools with your underwriter/attorney, accountant/financial advisor, IT/security team, and internal policies, as needed, before implementation.
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