Posted by Matt_VA on 9/12/12 6:40am
Msg #434038

Fass/Chase

Has anyone else heard that FASS now wants us to go to a signing when it's at a Chase bank or loan office even if we havn't received the docs? We are to then wait there until the docs can be printed by the loan officer. We are to stay there until we have to leave for another appointment. Truely a new low, not to mention what kind of customer service by Chase. Trying to remain calm, but will most likely have to end my association with them after 10 years. Comments??

Reply by Lee/AR on 9/12/12 6:59am
Msg #434039

Over the years, FASS has come up with lots of ideas, few of which work well. Wait a while and it'll change. Repeat last sentence endlessly.

Reply by 101livescan on 9/12/12 7:04am
Msg #434040

I had a merry chase with Chase Documents, lack thereof, and five password resets with FASS site. Nightmare. I've already emailed them to say that if I don't have docs two hours before my 4pm signing today, I will not be accommodating. Too busy for the merry chase with Chase.

Reply by 101livescan on 9/12/12 7:21am
Msg #434041

Here's the IMPORTANT NOTICE RE. CHASE DOCUMENTS

CHASE IN BRANCH CLOSINGS:

CHANGE IN PROCESS EFFECTIVE IMMEDIATELY


? When you contact the borrowers, confirm if the signing location is at a Chase Branch.

? If the signing location is at a Chase Branch, you must arrive at the Branch location at the signing time even if the loan document package was unavailable for you to print.

? The Branch office will print the loan documents for you when you arrive at the Branch location.

? If the loan document package is not available when you arrive at the Branch, you must stay at the Branch and wait for the document package until the time you need to part to reach another destination.

? When you need to depart, you must communicate to the Loan Officer and/or Mortgage Banker at the Branch that you must leave due to prior arrangements.

They do not address what the fee is for showing up and sitting around to wait for documents to arrive. I'll have to ask today, but whatever it is, how horrible for the borrowers whose time is valuable, to take off work, show up and wait for "AIR"?

Just another Procedural Road Block in the Chase maze and paper chase.

Reply by MW/VA on 9/12/12 7:40am
Msg #434042

I don't have any experience with FASS, but I can't

imagine anyone accepting assignments under those terms. IMO it clearly indicates they can't get their act together. Do they pay a full fee if the docs never arrive?

Reply by ME/NJ on 9/12/12 8:17am
Msg #434044

Need to pick an hourly rate and this is what I charge for waiting. With Chase you will be waiting, waste of your time and customers time. Yeah that will work I want to see how many will wait at EOM while others make money.

Reply by 101livescan on 9/12/12 8:27am
Msg #434045

There is absolutely no motivation to sit around and wait, and wait, and wait, and burn everyone's time for $50 no sign appointment. What a strategy for success, huh? Further piss off borrowers why don't we. They already are so angry when they come in to sign at the entire hurdle, time consuming, submitting new documentation over and over again.

Reply by Matt_VA on 9/12/12 8:47am
Msg #434048

I am wondering though if this a Chase inititive to try to get their LOs with more face to face time with customers. I hate signing with LOs present. They just muck the closing up with their sales talk and conversation instead of getting the papers signed and out. Not to mention the conflict that they get paid on commission, we are fee driven. I could see problems with notary issues, ID, names wrong when LOs commissions are at stake. They could complain to FASS, and FASS would side with them! This turns us into Chase reps, and that's not what we are there for.

Reply by Barb25 on 9/12/12 9:01am
Msg #434049

I really think

everybody is getting too crazy over this.

First of all it is too vague and I think it will have to be made specific. As it read right now if you do not have another appointment for two days you should sit there. Now really! FASS instructions have never been such. Besides the borrower is not going to sit there that long. And furthermore, someone (why not you, will ask "how long is too long?") You can always say, Gotta go, another appointment? You will get paid the same as if you had done the sigining. So what's the problem? If you did it for $50, shame on you.

Secondly, I always encounter the LO and ask what they want their envolvement to be? Most times they tell go ahead, I will be in "this other office" for questions and I will speak to the borrower when finished. Or you can discussed it. I tell them whatever you want. I just don't want us to be tripping over each other. Further if they are going to be there I tell them I am sure they know Chase MUCH better than I do. However I have specific instructions given to First American by Chase that I must follow. So if it is different than what you usually do, please be patient with me. (I learned this the hard way on my first Chase signing when the LO was there.)

Or you can throw them all back to FASS. I'll take them.

Again, just my two cents.

Reply by 101livescan on 9/12/12 9:38am
Msg #434050

You can get paid trip fee of, ready, $35 BIG ONES.

Yeehaw, yippee....no thanks, I got bigger fish...thanks any way.....

Reply by jnew on 9/12/12 10:02am
Msg #434053

It appears that this company may have reached a saturation point with its orders. It has more work than it is able to handle. The problem is that the lender prefers to use this company, instead of spreading the work around to other title companies. I know that FASS does not get all the Chase work, but it seems they are getting more then they can accomodate. This letter is informing you that you should expect late documents on most of the orders. If this is your only customer, it still could be good business, but if you have other customers to service, you are going to see some stressful times.

Reply by Teresa/FL on 9/12/12 11:21am
Msg #434058

Whatever happened to the requirement to wear a Chase blue

shirt for their in-branch closings?

I can't remember which SS it was (not FASS), but I was asked if I would wear one of their shirts and asked to provide my shirt size so they could send me one...

No thanks. I am not an employee and do not want to mislead anyone into thinking I am. Why go to all the trouble of using independent 3rd parties to close the loans if you are going to dress them up like your branch personnel?

Reply by Kay/IL on 9/12/12 3:57pm
Msg #434105

WTH?

That is just ridiculous for a SS to ask an independent contractor to wear a Chase uniform shirt/blouse when conducting a closing!

Now FASS has been providing dress code lists with the closing packages over the last few months especially pertaining to thier Chase closings. But have any notaries actually attended a Chase branch closing with tongue rings and wild tattoos blatantly on display? I'd love to hear stories on that if their are any.....lol!

Reply by Teresa/FL on 9/12/12 8:28pm
Msg #434141

I think it was a Florida SS and I never responded to their

question about the shirt. I've never worked for FASS, but it sounds like someone must be having issues with improperly dressed notaries.

The recent discussions regarding "The Closer LLC" and their dress code requirement is another example. If they paid reasonable fees they might find that the caliber of the notaries that agree to work for them would eliminate the need for the ridiculous dress code discussion.

Reply by Ireneky on 9/12/12 12:19pm
Msg #434068

I have done several of these branch closings. Personally I am fine with it, most LOs will leave if you take charge of the closing same as Real Estate Agents. Have gone without docs and it has been no problem other then the print quality which very poor but It's in they court not mine. I still received my full fee plus I've picked up other closings while I was there, so it was double pay and no printing on my end. I have also been there and no docs are sent at all, still got full fee.

Reply by Barb25 on 9/12/12 12:57pm
Msg #434081

Guess it is you and me. Lol

Reply by Kay/IL on 9/12/12 3:59pm
Msg #434107

Same Here n/m

Reply by Hailswath on 9/12/12 12:51pm
Msg #434077

I did a lot of Chase closings in the branch for the loan officers with another company other than FASS. These were orginated by the Chase branch loan officer. Several times they would run late with docs and I would go to closing and docs would be waiting for me. The loan officer actually printed the docs. Worked out real nice and made some great relationships with the loan officer. I also did a lot of in branch closings for Wells Fargo Financial with FASS and had to log in and print docs but still wasn't that bad.

Reply by anotaryinva on 9/12/12 9:33pm
Msg #434150

My husband gives doctors 15 minutes

Before he walks out. He isn't some super duper high up person but his time is money.

Reply by Barb25 on 9/13/12 9:20am
Msg #434188

The analogy does not fit. FASS is paying for the assignment. n/m

Reply by anotaryinva on 9/13/12 6:29pm
Msg #434299

Barb it does if he was the Bo n/m

Reply by Barb25 on 9/13/12 10:42pm
Msg #434342

You have me there. Can't argue with that one. :) n/m

Reply by Ellen Michaels on 10/11/12 10:06am
Msg #438059

Yes, I am aware of this policy. There is a very simple solution. When I get a call from a FASS scheduler, I ask who the lender is. If it's Chase, I ask if the signing is at the branch. If it is, I decline.