something in me, providing me with the opportunity for advancement in my career path at his company. After stints as a title assistant and examiner, I was promoted to Title Officer & Manager of TSG services, ultimately newer,
being
recruited
still-small
regional
to
a
title
company, Fidelity National Financial (FNF). At that time, it was nationally headquartered in Irvine, California. Ultimately our Western Regional EVP asked me to represent my team
Susan Pettem
in the FNF sales force, changing the course of my career. I have never
Senior Vice President Novare National Settlement Service
looked back but am grateful for the technical knowledge and expertise I gained by my years of working
Q: How many years have you been
for promotion. The first step-up was
in private lending or supporting
to be assigned the manager position
services and why did you enter
learned the valuable lesson that
of
customer
this field?
excellent customer service is the key to
service department. I enjoyed not
building a happy customer experience
My background in the title industry
only providing the customers (local
and subsequent brand loyalty.
is somewhat of an anomaly as I
realtors and lenders) with prompt
actually started my title career
property profile information but
internally.
the
also engaging with them to better
business in the mid-80s at Ticor
understand their title needs as
Title in Beverly Hills and ultimately
customers. At that time, clients
moved into sales. Traditionally, the
frequently came to the office in-
majority of sales people tend to
person, which created a personal
enter the marketplace directly as
customer relationship and fostered
sales representatives and then learn
good-service loyalty. (Note – this
the business as they go. My career
is during the pre-email days –
was in the reverse order which is
fax machines were the latest and
something I am very grateful for and
greatest new thing!)
I
launched
into
the
Beverly
Hills
has served me well. I was subsequently recruited by I have always been fascinated by
another major national title company
real estate – a robust, multi-faceted
to work within the customer service
industry. Title insurance interested
team, providing similar services on a
me from that perspective. Entering
much larger basis. I was taken under
the title business at the ground level,
the wing of the local President at that
I made a point of learning as much
time, stopping me from moving on
as I could, creating the opportunity
to another firm. He must have seen
internally in the title world. I also
Q: What do you do for your firm – how do your contributions affect your company at large? I was assigned to Novare National Settlement Service by our regional EVP
shortly
after
the
company
was acquired by Fidelity National Financial in 2015. The company holds unique national licensing and had already created a national title and closing platform to internally manage their clients prior to being acquired, making it an attractive acquisition for Fidelity. My role continues to be in sales, with a primary
focus
national
banks,
commercial
on
regional
and
residential
and
mortgage
companies,
residential and commercial law firms Susan Pettem: Continues on pg. 22
June 2021 Originate Report 21
