Title Resources Group Taps Robert Greenbaum as EVP of Customer Experience

Title Resources Group has named Robert Greenbaum Executive Vice President to lead customer experience, elevating the function to the company's senior leadership ranks. The title insurance underwriter's announcement positions customer experience as an executive-level priority rather than a departmental responsibility buried under operations or marketing.

Details on Greenbaum's mandate, prior background and reporting line were not disclosed beyond the appointment itself. The move follows a broader pattern across real estate and mortgage-adjacent industries, where title insurers, underwriters and settlement providers have faced growing pressure to modernize notoriously paperwork-heavy, opaque closing processes.

Title insurance sits at a friction point in the homebuying journey: consumers rarely choose their title company directly, often don't understand what it does, and typically only notice it when something goes wrong at closing. Creating a dedicated EVP-level customer experience role suggests Title Resources Group sees service design — not just underwriting accuracy or pricing — as a competitive lever in a historically transaction-driven, B2B2C industry where lenders and real estate agents, not homebuyers, are often the primary customer.

For leaders in experience and service design, the appointment is a signal worth watching rather than a case study yet. Elevating CX to the executive suite in a traditionally back-office, compliance-heavy sector indicates the industry is starting to treat the closing experience as a differentiator, particularly as digital mortgage platforms and e-closing tools raise consumer expectations for speed and transparency.

Title insurance has long operated on the assumption that nobody chooses it, so nobody needs to love it. That assumption is aging badly as digital-first lenders and proptech platforms expose how clunky the closing experience still feels to the actual homebuyer.

Hiring an EVP for customer experience is the easy part — the real signal will be whether Title Resources Group redesigns the closing itself, not just the messaging around it. Most title and settlement experiences fail not from bad intentions but from invisible-customer design: the end user is an afterthought to the lender and agent relationships the industry was built around. A genuinely customer-obsessed operator would start by mapping where homebuyers feel the most anxiety and opacity in the closing process — document delays, unexplained fees, last-minute surprises — and fix those moments before investing in brand language about "experience." Titles change organizational charts; only redesigned workflows change how it feels to close on a house.