ALTA - PILLAR 7
ALTA- Pillar 7

PILLAR 7 - CLIENT COMMENTS - GUARANTEED FLORIDA TITLE MEETS THIS BEST PRACTICE PILLAR BY USE OF eXcediant® SOFTWARE. eXcediant® ALLOWS US TO PROMPTLY HANDLE AND RESOLVE CLIENT ISSUES BY CAPTURING COMMENTS AND ASSIGNING THEM A SINGLE POINT OF CONTACT. THE eXcediant® PLATFORM ALSO ENABLES US TO EFFECTIVELY COMMUNICATE WITH BOTH OUR STAFF AND CLIENTS REGARDING COMMENTS, HELPING US MAKE SURE THAT CLIENT CARE REMAINS OUR HIGHEST PRIORITY.

Policies and Procedures
 
Consumer Complaints
 
Purpose

To establish a process for receiving and addressing Client Comments to ensure that Guaranteed Florida Title, Inc. addresses any instances of poor service or non-compliance.

Scope

These policies and procedures are for all of Guaranteed Florida Title, Inc. (hereafter referred to as “The Company”) locations including all satellite offices. These procedures are to be followed by all employees and independent contractors where applicable.

Procedures

Maintain a standard Client Comment form that identifies information that connects the Comment to a specific transaction.

The Company has a standard Client Comment form (attached) and uses this to record any/all Client Comments. As circumstances warrant, supporting documents are attached to the Comment form which provide additional information including communications, facts or specific details. Management documents approval on completed Client Comment forms.

Single point of contact for Client Comments and process for routing Client Comments to appropriate personnel

The President is the single point of contact and the Vice President is the back-up at The Company for Client Comments. The nature of the Comment determines to which appropriate personnel the Comment will be forwarded, if necessary.

Log of Client Comments that includes whether and how the Comment was resolved.

The Company maintains a Client Comment Log with information on all Client Comments and their status. Company Management will periodically review, date and sign-off on the Client Comment Log.

Contact Officer

Myron E. Siegel, President & CEO

Date Approved

June 1, 2014

Date of Commencement

June 1, 2014

Amendment Dates

June 1, 2016

Date for Next Review

August 31, 2017

Related References and Links
  • The Client Comment Form is kept on the Cloud Network “R” drive in a folder entitled “Client Comments”.
  • The Client Comment Log is kept on the Cloud Network “R” drive in a folder entitled “Client Comments”.

 
Connect with US
Myron E. Siegel, President
Contact Us
844-438-4853