Coffee Break with Pat Smolak

By FCT

Pat spent twenty-five years at RBC in various senior management roles before joining FCT. She currently leads the Legal Operations division team at FCT where she is an Operations Leader responsible for directing the teams that deliver real estate, legal and financial services products to the Canadian market. Her focus is on delivering superior customer service via process optimization, technology solutions and innovative strategies. Pat is customer-focused and strives to engage and retain customer loyalty by delivering efficient and superior service.

When did you start working at FCT?

I joined FCT in January 2006.

What is your current role?

I currently lead the RS Operations team that provides products and services to lawyers and notaries across Canada.   The team is made up of two distinct groups, one is a call center that fulfills title insurance orders and other products while the second group is an underwriting team responsible for underwriting the risk of the policies.  My main focus throughout the year is to ensure that we are providing our customers with exceptional service.  We spend a significant amount of time optimizing our processes and training our staff to ensure that we are always extending the best customer experience possible.

How did you get on your career path?

I started my career as a teller with the Royal Bank.  I realized at a very young age, I loved working with teams of people who were responsible for serving clients.  My career with the bank spanned over 25 years and I was fortunate to have held a variety of roles that included operations, training, lending, project management, mortgages and electronic solutions.

Which accomplishment at FCT are you most proud of?

One of my highlights at FCT was working with the IT team to build LLC (Lender Lawyer Connect).  I remember the project like it was yesterday though it was actually 11 years ago! It was exciting and such hard work but I remember the elation of the team when we deployed the solution and we first saw deals successfully flowing back and forth between Scotiabank and lawyers.  This was the start of FCT’s digital roadmap.

What are you most excited to work on?

I am very excited about working with IT and all the business groups to deploy the new contact center technology “Genesys PureCloud”.  This is an enterprise-wide project that will bring significant change to our current telephony system that will offer our clients a better experience.

Do you have any questions or comments for Pat? Please share them in the comments.

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