Michelle Arevalo, our customer service and education manager, plays a big role at Fidelity National Title. We put a lot of pride in the quality of our client services and opportunities, and Michelle is in charge of making sure we’re delivering at the highest level. We talked to her about Fidelity National Title’s approach.
What does your job entail?
I work directly with agents, lenders, and our entire Fidelity team, including our sales, escrow, and title departments. I pull property information, maps, listing and farming reports for agents, and help with property research.
In my education role, I’m a liaison between the Idaho Real Estate Commission, the instructors who teach classes, and the agents who are taking them. I fill that role by facilitating all of the classes — making sure the instructor and the course is registered at IREC, getting everyone registered, and making sure everyone gets their credits.
Why is customer service so important to Fidelity that it has an entire position dedicated to it?
It’s very important that Fidelity has a customer service department to provide parcel/title information to all clients. This information is generally key to an agent or client writing an offer on a property, a client listing a parcel, or aiding an agent in farming a certain area.
What do you wish Fidelity's customers knew about your education offerings?
The majority of the classes are free of charge.
How can a real estate agent work with you to deliver better service to customers?
An agent can definitely use us as a resource. Some agents aren’t aware of how far customer service has come, or they’re new and don’t yet understand what title companies can offer. We can help with their mailing lists, we can help with marketing, and for a very small fee we offer listing books for agents and their sellers that are designed around the property they’re selling.
How long have you been with Fidelity?
I’ve been here almost two years. I worked in escrow prior to Fidelity, and I was in real estate before that. I love the thrill of the search that comes with working in customer service — sometimes, tracking down information can be like looking for a needle in a haystack, and it’s a lot of fun. We offer a lot more than people realize. Just pick up the phone or email. We can help!