Posted by Leon_CO on 4/11/08 6:12am
Msg #243173

Notary Signing Agent tip: Problem Solving

"For every problem, there is a solution." - Henry Louis Mencken

In a previous post I advised getting as much information as possible. But at the same time, you don't want to create a nuisance. There is a lot of information that you can get on your own, if you know where and how to find it. Especially if you have received the loan documents.

1003 Loan Application: Occasionally you won't have the correct phone number for the borrower, or the correct address. Go to the 1003 rather than annoying the signing service. You can also find the contact information for the loan officer. The LO should have any other information you need. But you can avoid bothering him or her if you go to this next document ...

Closing Instructions: This set of documents will become your best friend. Take the time to read them. It will 'blow your mind' (for lack of a better phrase). For example, if the borrower is signing with a Power of Attorney, the signing procedure should be contained in the Closing Instructions. It is beyond the scope of this post to describe all of the information that is contained in the Closing Instructions. Take my word for it -- read them. You'll be glad you did. The HUD Settlement Statement is also a good source of information.

The old switcheroo: You were told it's a simple refi. It turns out to be a 1st and 2nd. It's after hours and you can't get a hold of anyone to raise your fee.

- Print the documents.
- Go to the closing.

Haggle about money issues the next day. If you're working with a reputable company, they will acknowledge the error and pay you accordingly. This holds true for any situation where you were told one thing, then find that you have something different. ** Get the job done first. **

'Do you know where you're going to?' (you'll have to provide the melody from the Diana Ross song yourself): There will be times when you won't be able to locate an address using MapQuest or some of the other locator tools. Try using Google. Chances are very good that the home builder has put directions on their website.

Plan B: Have backups. If the company sent you the documents, and you didn't receive them, have them sent to your alternate email address. Have a backup for everything else. This alone will solve a lot of problems (i.e. printer, cell phone, etc.).

I could go on and on, but I'll end here. The main thing that I want to point out is that, a lot of the information that you need, and a lot of the problems that you will face, can be solved on your own. And the more problems you are faced with, the more solutions that you are able to come up with.

"For every problem, there is a solution. ..."

Good luck.


P.S. I don't mean to offend any of the old-timers. These tips are meant for any relatively new signing agents -- including myself.



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Again, sorry, no graphics

Reply by SReis on 4/11/08 6:27am
Msg #243174

Some interesting advice. However, I disagree that we should take it upon ourselves to fix many of the issues that arise during loan signings.

"Go to the 1003 rather than annoying the signing service." - IMO it is THEIR job to have/find this information. Of course, I have tried to locate this info on my own (ie: white pgs search, etc) BUT it was ONLY done because I was annoyed that they were unable to locate a number in a timely manner NOT because I was afraid of "annoying" them.

"** Get the job done first. **" - I agree ONLY if this issue arises AFTER hours and you have attempted to contact someone & failed, otherwise you would be a FOOL to wait to "Haggle about money issues the next day."

Also, agree that it is a good idea to look over closing instructions BUT about 99% of them are nothing we need to be concerned with. Lender closing instructions are meant for the title co.'s w/of course general advise re: signing included in there as well. More important, are the instructions from title, if any. Of course, if title's instructions deviate from the lender's then you need to make a phone call, but this is rare IMO.

Reply by Leon_CO on 4/11/08 6:36am
Msg #243176

You brought up a good point that I failed to mention, but should be obvious. We should always follow any instructions that we get from the title company or signing service.

The recommendations that I'm making are mainly for those situations when you have used all possible resources, and you are totally on your own to solve the problem.

Good luck.

Reply by Sharon Taylor on 4/11/08 6:35am
Msg #243175

Excellent for newbies and great reminder for oldies

Very well written, Leon.
I have found the borrowers' correct phone/address on the 1003 quite a few times in the past. Generally if I get the assignment early enough before the appointed day/time, and after attempts to reach the borrowers are unsuccessful for a day's worth of trying or if the phone number(s) are wrong, I will call the signing service. Unfortunately the SS generally does not have any better number than I do, so they have to call the L.O., the title company and/or the lender, which takes time. For those times when you get the assignment a few hours before the closing, the phone numbers are wrong, you can't find the correct number through the phone book or an online search, and no one is available to try to track down the correct numbers, the 1003 will have the borrowers' correct contact phone number.
Oh, that old switcheroo. I have not seen that lately, thank heavens. I think brokers are running scared now and trying to actually give borrowers accurate information about the loan package that will be presented at the table. I agree, get the signing done, then talk with the SS about revising your fee. Usually the SS has not been told it is a 1st and 2nd either, so it is not their fault. Once they know, they will revise their charge to the title company and will revise your fee too.
Backup email addresses - I have 3 hotmail accounts! If the docs do not arrive at my regular email address, I have them resent to my regular email address with a CC to my main hotmail account. Once in a while my local provider will be very slow in delivering emails to my inbox, but they arrive at the hotmail inbox very quickly. I have seen times when a package sent at the same time to both emails will be in the hotmail account within 5 or 10 minutes, while it will not arrive at my regular address for another 30 minutes to an hour!
With the hotmail account, since there is nothing in it that I would not want someone else to see, I can also give the access info to Kevin or Jimmy at Office Max, and they can go directly to the account, download the docs, and print them while I am still on the road. A "throwaway" online email account is an essential tool for the mobile notary.

Reply by SReis on 4/11/08 6:43am
Msg #243177

Re: Excellent for newbies and great reminder for oldies

This has probably been discussed before but is it ok to send confidential docs to a 3rd party, such as OfficeMax, to be printed? It was my understanding that it is not since it does contain private personal/financial information including socials, home addresses, etc. This again is just MHO.

Reply by BrendaTx on 4/11/08 7:13am
Msg #243178

I agree with you SReis...it should be a concern.

I am disappointed to see that many NSAs, title companies, and signing services do not find a problem with putting the borrower's information into the hands of a third party to suit their purposes (getting the job done).

The only people who have the right to release that information to a third party such as Fedex-Kinko or OfficeMax is the borrowers. IMHO their permission should be sought before sending it there.

Reply by Leon_CO on 4/11/08 7:18am
Msg #243179

backup printer

That is why I recommended having a backup printer (or even 2 or 3).

Reply by Sharon Taylor on 4/11/08 7:47am
Msg #243185

Know the place and people you are using

I have used the regulars in the OM copy center for years, although not often, maybe once every couple of months. As Kevin explained, they are TOO BUSY to read all the stuff they see every day, and they deal with "confidential" info all the time. They are only interested in getting the work done. I trust my OM guys. And there are typically 2 to 4 of them behind the counter, plus the manager oversees the operation and is constantly in and out of that area. I do always let the signing agency or title company know the situation and get their permission before sending docs over to OM though.

Reply by PAW on 4/11/08 8:40am
Msg #243191

Ask how they handle their trash

So what if they "don't have the time to read them"! That's not the issue. The issue is affording the homeowners the protection of their personal and financial data.

Ask the copy center what happens to their trash? Chances are, they just throw it out with all the other trash. This is completely unacceptable and my open them and possibly you, to some liability.

I specifically asked a local copy center what they do if the "run" is messed up and they need to do it again. They said they simply throw the "waste in the trash". They don't even have a shredder!

Under advisement of local title agents, and lenders, I do not use a copy center. If I cannot print the documents myself, on my own equipment, I don't do the job.