Episode Summary

Hope Ottoviani reveals how ATG Title transformed from paper files to a national, fully automated production workflow. She breaks down the entire title process into seven milestones—preprocessing, vendor management, title processing, curative, closing coordination, escrow, and post-closing—each handled by specialized teams using round-robin task assignment in Qualia. Learn how to eliminate single-point bottlenecks, maintain client satisfaction at scale, automate client communication, and build task-based accountability systems for remote teams. Essential for operations leaders planning to scale beyond local markets.

About Hope Ottoviani

Hope Ottoviani is an operations leader at ATG Title, where she led the company’s transition from local to national operations. She architected ATG’s milestone-based production workflow using Qualia, designing specialized assignment groups and automation strategies that enable the 85-person remote team to maintain 4.8-5 star client ratings. Her expertise spans title production process design, remote team accountability systems, and workflow automation for scalable title operations.

Key Takeaways

• Break the title production process into seven core milestones: preprocessing, vendor management, title processing, curative, document processing, closing coordination, and post-closing.
• Replace the one-escrow-officer model with specialized assignment groups using round-robin task distribution to eliminate burnout and enable scalability.
• Automate task completion triggers based on workflow actions like sending email templates so teams don’t manually check off every step.
• Split the closing coordinator and escrow officer roles so coordinators handle document review and lender communication while officers focus only on CD balancing and closing prep.
• Create a dedicated title curative department as titles have become messier nationally with increased wholesale and short sale transactions.
• Use client-facing milestone trackers tied to backend tasks to provide Domino’s-style transparency and reduce inbound status calls.
• Build your core national workflow first with 20-30 essential tasks, then add municipality-specific trigger tasks as nuances rather than rebuilding for each location.

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