How It All Began: Building on Feedback to Forge a New Path
WFG National Title Insurance Company has expanded its Agent 2.0 program to address the challenges facing today’s title agents and to respond to industry changes. Launched this year, Agent 2.0 emerged from insights gathered in a comprehensive survey of WFG’s network of over 1,800 title agents and regular feedback from direct interactions with them. Title agents consistently expressed the need for hands-on, practical support, and WFG responded with a program that shifts from traditional support to a collaborative, execution-focused model. Through Agent 2.0, WFG empowers its agents with actionable blueprints and real-time operational support rather than abstract advice.
“Our title agents have told us they don’t want general ideas—they want concrete steps they can use immediately,” says Gene Rebadow, EVP of Agency Operations. “We believe that giving them access to our playbook is the best way to empower their growth. Our model allows them to benefit from everything we’ve learned and implemented in our own operations.”
One WFG title agent shared how Agent 2.0’s practical approach helped her grow her business:
“We had an opportunity to work with WFG’s internal experts to help us pursue developer and builder work and utilize real-time data to target and land top real estate brokers and agents. They didn’t merely share concepts with us; they gave us executable action plans that we have used successfully to grow our business.”
Elevating Technology: Ryan Ozonian’s Vision for AI-Driven Transformation
Understanding that technology plays an essential role in creating efficiencies for both WFG and its title agents, the company recently appointed Ryan Ozonian as SVP of WFG Agency Engagement. In this new role, he will serve as the lead architect for WFG’s Agency channel technology initiatives.
“Ryan will work directly with our title agents to develop processes and systems that make it easier for them to do business with WFG,” explains WFG EVP of Agency Operations, Gene Rebadow. “Given his experience in solving complex technology challenges, we’re thrilled to have him on the Agency team and are excited about the positive impact he’ll bring.”
Launching Agent 2.0: A Collaborative Approach at the Executive Summit
The Agent 2.0 program was introduced earlier this year at WFG’s inaugural Agency Executive Summit, a unique event designed to foster collaboration and knowledge-sharing between WFG executives and title agents. Held in March, this invitation-only summit provided WFG’s agent network with a space to exchange strategies, tackle industry challenges, and participate in specialized breakout sessions on essential topics like fraud prevention, cybersecurity, mergers and acquisitions, and company culture. The format, with both general sessions and smaller workshops, enabled title agents to gain practical, actionable insights directly applicable to their operations.
“The speakers, the content, and the level of honesty were fantastic. WFG didn’t hold back in sharing actionable strategies, which gave me tools I could bring back to my team,” says Michael Ruder, founder of Legacy Settlement Services.
Kathy Kwak, COO of Proper Title, echoed these sentiments, crediting the summit with fostering a unique and collaborative atmosphere.
“I’ve been invited to attend other executive leadership events, and I have to say that this event was very unique and special. The information was excellent, it was very well organized, and it flowed well. I really liked its intimacy and the fact that Pat Stone and Gene Rebadow are ‘real people.’ They were just wonderful! You could tell that they are very passionate about making sure we continue to get resources and tools and they're there to help us as partners. They're also very open to feedback. That's huge.”
Another attendee, Emily Robinson, President of Rally Point Title Agency, shared her positive experience.
“The WFG Executive Summit provided a great experience to learn and grow with other industry professionals. It exceeded my expectations and was an incredible opportunity to be amongst other title minds looking to expand and share their knowledge of our industry. I have no doubt that everyone in attendance walked away with greater knowledge and innovative strategies to apply and share with our teams on the front lines.”
Blueprints, Not Theories: WFG’s Distinctive Approach
One of Agent 2.0’s guiding principles is to deliver “blueprints, not theories.” Instead of general advice, WFG provides its agents with proven, step-by-step strategies that can be directly implemented. This approach aligns with WFG’s commitment to transparency and meaningful collaboration. Rebadow explains:
“Our title agents have told us they don’t want general ideas—they want concrete steps that they can implement immediately. We believe that giving them access to our playbook is the best way to empower their growth.”
Title agents involved in the Agent 2.0 program frequently highlight its tangible impact on their everyday operations. Kathy Kwak further noted how Agent 2.0’s unique approach benefits agents directly:
“I love the idea of Agent 2.0, meaning, ‘we’re going to help you succeed, because if you don’t succeed, we’re not going to succeed.’ I haven’t heard that before. Usually it’s ‘what can we provide you so you can give us more money?’ Or ‘these are the rules,’ but instead, WFG’s approach is, ‘we’re going to give you the tools so you can succeed because, if we give you the tools you need, that’s only going to benefit us. So we’re going to spend money because the return’s going to come later.’”
Another WFG agent, Kristen C., shared her experience with WFG’s team in launching a new service idea:
“After the NAR Settlement announcement, I brainstormed about how to best serve our current clients -- buyers’ agents and attorneys -- as well as agents on the listing side. I had a new service idea but wasn’t sure how to roll it out or how best to market it, so I reached out to my WFG Sales Representative, who instantly put me in touch with members of WFG’s leadership team, including Don O’Neil, Justin Tucker, and Glen Stout. I could not be more grateful for this team I now affectionately call the ‘dream team.’ When I say that they provided value, I do not say that lightly.”
“Within days, we were on a Zoom call discussing my new service offering. They gave me solid, helpful advice about who I could target for the program, how to market it effectively, and what it could look like in daily practice. They even helped me with some pricing ideas. WFG has a solid team that adds real value to your day-to-day. I have had such a positive experience working with them, and I know my clients see and feel the difference when they work with me. With WFG, I no longer feel alone on my own ‘title island.’ I know there’s a strong, super knowledgeable, and giving team beside me no matter what need may arise,” she concluded.
The Role of the Agent 2.0 Advisory Committee
Launched in Q4 of this year, WFG established its Agent 2.0 Advisory Committee to solidify its commitment to collaboration. Comprised of top executives from some of the most forward-thinking title agencies, this exclusive invitation-only advisory plays a key role in shaping the evolution of the Agent 2.0 program. The advisory provides critical feedback on program features and identifies opportunities for improvement to ensure that WFG’s support aligns with the evolving needs of its title agents.
“Our Agent 2.0 Advisory Committee is essential to WFG’s mission of providing meaningful, actionable support to our title agents,” Rebadow explains. “This group brings together some of the most innovative leaders in our network to help shape and refine our programs based on real, on-the-ground insights. By listening to their needs and incorporating their feedback, we can continue to evolve Agent 2.0 into a resource that truly meets the demands of today’s market.”
Looking Ahead: WFG’s Vision for Industry Transformation
Looking to the future, WFG has already scheduled its second Executive Summit for May 2025, which will feature the company’s first-ever Agency Women’s Executive Leadership Session. With an expanded focus on technology and innovation and the addition of technologist Ryan Ozonian, WFG is positioning itself as a leader in agent-centric support. Through Agent 2.0 and the WFG Blocks platform, the company ensures its title agents have the tools to navigate market complexities, streamline operations, and enhance client satisfaction.
At its core, WFG’s Agent 2.0 program embodies a new level of support in a rapidly evolving industry. By combining practical blueprints, advanced technology, and a collaborative network, WFG is redefining the underwriter-agent relationship, fostering a partnership built for success.
For more information on WFG’s Agent 2.0 program or the Executive Summit, email [email protected].
About WFG National Title Insurance Company
WFG National Title Insurance Company (WFG), a Williston Financial Group company, is a leading provider of title insurance and real estate settlement services for commercial and residential transactions nationwide. One of just six truly national title underwriters, WFG accomplished its national footprint faster than any other underwriter in history.
>Built around the directive to “communicate, collaborate, coexist,” WFG strives to improve the real estate process through the creation and delivery of comprehensive, innovative services and technology solutions that empower and increase transaction transparency for the title agents, real estate professionals, lenders, and consumers it serves. The company enjoys a Financial Stability Rating of A’ (A prime), as assigned by Demotech, Inc. For more information, visit www.wfgtitle.com.