Coffee break with Jackie Chetcuti
Welcome to our first edition of the Coffee break series! Throughout the year, we’ll be chatting with people from different lines of business at FCT so you can learn more about who we are and what we do.
Our first guest is Jackie Chetcuti, Managing Director of Residential Lending Solutions (RLS) at FCT. She started working at FCT as a part-time employee and moved to full time in 2003. Jackie manages one of the most complex divisions of FCT, with various products and services like MMS, Payout services, Home Protection Solutions, etc.
1. As the managing director of RLS, can you tell me a little bit about what that role looks like on a daily basis?
Every day is different, which is why I love the role. Some days involve internal meetings with our teams in product and fulfillment in Oakville, other days I spend in the operations center in Hamilton. I also spend time in customer meetings to continue to learn ways that we can add value to their business. The role has quite a bit of variety and allows me to work with both internal and external groups which I love.
2. How did you get on this career path?
I started working at FCT in the summers during high school and university. I was in our Hamilton office in operations. My father was one of the founders of the company and I watched the business grow over the years. His passion for the company, industry and people motivated me to be a part of such a great organization as well. I’m not sure I thought I would spend so many years here, but I can’t imagine having done it any other way.
3. What is your favourite part of the job?
The people. Both the customers we are privileged to deal with every day and the fabulous employees we have working at FCT. They truly are the best in the industry. Over the years, customers I’ve worked with have become my friends. My colleagues at FCT have known me for many years and it’s a great feeling to know that the people you work with will do anything, not just for the business, but for you too.
4. What accomplishment are you most proud of in your years at FCT? What are you most excited to work on?
I would have to say building out the Direct Sales team was one of my proudest accomplishments. It was a new concept, and I had the opportunity to build and grow the concept and team. Initially, we had business development managers on the road covering the whole country. We built the Direct Sales team to service the more rural areas as well as support the urban areas. We went from just in person meetings and trainings to phone calls and webinars. This team was able to take on a large amount of customers in a short amount of time. They are and were a fantastic group, and we were able to serve more customers in a way we had never done before.
I’m most excited about working on the transformation of our RLS business. Having seen the organization grow as quickly as it did, and the concept we introduced change an industry, I look forward to being a part of the next phase of change and doing that again.
5. What can you tell me about the future of RLS?
As much as we constantly speak about reinventing RLS and the process, at the core of everything is still our desire to continue to deliver remarkable customer service, and continue to earn the right to be the largest title insurance company in Canada and the preferred vendor for our lenders.
We have an amazing team working together to find ways to add more and different value to our lender customer and their borrowers. We’re working on increasing communication and streamlining data so customers can get accurate information faster. We are in a world where information is available instantly and communication is constant, and you will see that as a big part of the new lender and customer experience at FCT.
Do you have any questions for Jackie? Ask us in the comments!