Posted by EileenHI on 10/29/13 1:11pm
Msg #490272

Scripts? HAH!

I did a signing for a single woman on Saturday. When I got there she told me upfront that she was not sure she was going to sign the documents. She said that when she asked her loan officer about the documents he spoke so fast that she didn't understand what he was talking about and felt like this might be a rip-off and she could lose her home. I explained who I was and what my role is in the process and that a major part of my job is to explain the documents to her so that she could understand them. I also pointed out the recission document and how that works.

When we got done, she had signed the documents and thanked me profusely for explaining them in terms that she could understand, as thoroughly as is expected, without comment on the content of course. She was very happy with her new mortgage. I think, looking at that script, that she might possibly not have signed if I had followed it.

Each situation is different..... every borrower is different. We can't know what we are going to face until we get there, assess the situation, and adjust accordingly. It makes me feel good to do a good job.

Reply by NVLSlady/VA on 10/29/13 2:08pm
Msg #490278

You're right; no situation is exactly the same - and our "script" changes accordingly. I think a major part of our role is flexibility, being able to discern the circumstance. For instance, whether bo is completely "in the dark" or just not familiar with something about the process.

I prefer to get a feel at signing confirmation of how much borrower understands about what they're going to be doing (when I arrive, I expect them to be ready to Sign). Definitely not going to do the LO's job of "explaining" terms; but summarizing docs so they have a gist of what they're signing is certainly reasonable and professional. Otherwise, I prefer to keep knowledge of what I know "undercover" to avoid crossing line (why we're being scrutinized for "licenses" now).

Were there any docs in particular that bor had problems with? What type of loan was it?

Reply by NVLSlady/VA on 10/29/13 2:49pm
Msg #490284

Script only a "guideline," Or am i missing something?

I may be in the minority on this, but I'm not sure how the SPW scripting is hurtful. I didn't take this to mean a literal way to conduct the signing. We got these all the time in call center/customer service settings (granted, as employees vs. ICs), but were just told to adapt to your natural style of delivery.

How is the scripting any different from the Oath script or other cheat sheet material I keep in my journal for when I'm stuck? I can't imagine a company expecting an experienced nsa to rely on such; for everyone else it's just a GUIDE to make for smoother (and consistent) close. IMO, if a notary has a way that's worked for them for 40 yrs, why change? What sensible entity would expect them to?

Reply by Linda Juenger on 10/29/13 3:01pm
Msg #490286

Re: Script only a "guideline," Or am i missing something?

IMO, this falls under what the LO's job is. If he/she would do their job and be thorough and go over every line of the HUD with the borrowers prior to the signing, there would be NO surprises at the table. The borrower should be well prepared on what to expect at the table. We should not have to call the LO, TC. How many times could phone calls at the table be avoided if the LO did their job? I've said more times than I can count, if I have to do someone's else's job, then I want part of their paycheck. Period. Irritates me to no end sometimes.

Reply by NVLSlady/VA on 10/29/13 3:07pm
Msg #490289

Re: Script only a "guideline," Or am i missing something?

<"if I have to do someone's else's job, then I want part of their paycheck.">

I know that's right! Besides, no guarantee that they'll even remember us for the effort. I'm not saying that's the reason to go the extra step in helping someone who may be a little shaky on the signing, but, of course an <appreciative> lender can do a lot to motivate. Sometimes I've gotten the text or call saying 'Thank you' for what you did - but it's rare. That's a shame.

Reply by JanetK_CA on 10/29/13 4:07pm
Msg #490315

Re: Script only a "guideline," Or am i missing something?

The HUD is the last document to be prepared and approved, and frequently not only does the LO not have a chance to review it, they don't even get a copy prior to the signing. As things have slowed, I'm seeing a positive change, though. I try to always ask a borrower about that when I confirm. Used to be they didn't know what I was talking about half the time, but lately, I'd guess at least half have already done a HUD review. It's encouraging.

BTW, I have my own "script" for when I make a confirmation call and again for when I sit down with borrowers. The latter is an accumulation of frequent issues that I've run into over the years. I believe in an "ounce of prevention".

As to the original point, if they meant for it to be a guideline, my guess is that they would have called it a guideline. This whole thing seems to be about control. I highly doubt they see any connection between the perceived need for these types of steps and their efforts to flood the market with NSAs of all levels of professionalism - or lack thereof. They sure don't try to screen out anyone or appeal to certain people with related experience. Their promotion of their classes seems to me to be designed to appeal to as many people as possible to join our ranks and feed their coffers.

[All statements are my own personal opinion.]

Reply by Linda_H/FL on 10/29/13 5:19pm
Msg #490326

Touche Janet! n/m

Reply by NVLSlady/VA on 10/29/13 10:09pm
Msg #490366

Re: Script only a "guideline," Or am i missing something?

<"I have my own "script" for when I make a confirmation call and again for when I sit down with borrowers.">

Me, too, Janet. That's why I don't get all this fuss over what I see simply as more of the same 'ole -extra instructions. They're already sending a bunch of nonsense instructions over in the package, so what's one more little 'ole script? Did anybody here need convincing that the market is flooded with and catering to inexperience (and incompetence) to save someone a few bucks? We all know what's up - and this scripting is just more proof that the "perceived need for these types of steps" is just an underhanded attempt at justifying the hiring of unskilled labor (with a Certification Label of authenticity slapped on). No one with sense will be fooled. We all know when a caller or counter rep has been scripted; and when you interrupt to ask a question, he or she is completely stumped and flustered (then reverts back to the script). I absolutely Love those! What a field day I have when I probe with questions (I'm sick like that).

I had to confirm a signing tonight and got a flood of info over asking one simple question as part of my SCRIPT: What is your marital status (like you said, based on "an accumulation of frequent issues" encountered)?

Signing order listed the bor as Single. I discovered that not only was he married, but wife was to sign on west coast and bor thought he could sign electronically, and on and on. No biggie, though. Ever heard of Fedex?!

Sometimes are worst fears are just made up (sometimes not). Again, Fedex works! Wife will have docs on Thurs, I assured him. Put those fears to Rest!

Reply by NVLSlady/VA on 10/29/13 10:11pm
Msg #490368

Oops ("our" worst fears) n/m

Reply by Linda_H/FL on 10/29/13 3:05pm
Msg #490288

If the script is "only a guideline"...then why

are they going to require annual certifications and tests on closings loans, including the script.

No - IMO this is not just a guideline - this is how they want their closings done and they want their script followed. IMO they wouldn't need this "organization" and wouldn't be in this pickle if they'd just hire professionals who know what the he** they're doing. This is what you get when you try to cut corners.

JMNSHO

Reply by NVLSlady/VA on 10/29/13 3:09pm
Msg #490290

Re: If the script is "only a guideline"...then why

Linda, what I'm trying to understand is how veterans' approach to the signing differs substantially from the recommended script.

Reply by Linda_H/FL on 10/29/13 3:17pm
Msg #490293

From what I've briefly read, it's not much different

Except the 1-4 Family Rider being incorrect....

The point is it's unnecessary if you hire the correct people. This is a handholding, controlling maneuver so they can hire cheaper notaries under the guise of "we'll certify you and tell you what to do"... - again, another certification that doesn't mean a hill of beans.

Reply by NVLSlady/VA on 10/29/13 3:35pm
Msg #490302

Re: From what I've briefly read, it's not much different

Well, what else is new? They may call it whatever they wish but it's the same game: Do more with Less.

They can't take away what you seasoned notaries have brought to this profession, no matter what they do. I guess I see "real" issues in my life - and this just ain't one.

I can't control the hiring mentality of "get a $50-$70 notary and all will be well" (they've got a script, after all; what could go wrong?). If that's their mentality, I can't fight it - and no energy to try. I only care about the quality and professionalism I bring to this (and I'm not going to budge on offers that don't reflect that. Period)

IMHO, the loss is THEIRS (and the clients') for not recognizing what half a lifetime of experience brings to the borrower. You can't beat that no matter how deplorably diluted the fees become. Keep your dignity just the same (don't bother with the profane and biting words). I don't want the tragedy of being defined by this. In my advertising business, I have a saying: Sooner or later, your ________ . . . (proprietary); in other words, see you when it doesn't work out with the other guys!

Reply by KimmyMD on 10/29/13 3:25pm
Msg #490296

Love what you said. So true to feel good about your job and what roll you had. My hats off to you

Reply by NVLSlady/VA on 10/29/13 3:42pm
Msg #490303

Sorry Eileen for getting hung on the Scripts!!

I'd still like to know what type of loan and situation made bor most uncomfortable.

Good job for saving the "day"!

Reply by EileenHI on 10/29/13 6:54pm
Msg #490345

Re: Sorry Eileen for getting hung on the Scripts!!

It was just a standard refi.... nothing special....

Reply by SharonMN on 10/29/13 4:23pm
Msg #490318

If you have to provide a signing script, or instructions on how to leave a professional voice mail message, or a dress code , or tell your contractor not to bring three friends and a large dog to the signing, you are not hiring qualified people. Oversight of service providers is good, but it should be oversight designed to assure themselves that the signing agent is qualified - not training that assumes that the signing agent is *not* qualified and attempts to educate them.

A 10 minute conversation with a signing agent will tell you more about their competence than any script or certification.

Reply by JanetK_CA on 10/29/13 4:28pm
Msg #490319

AMEN!!!! n/m

Reply by LKT/CA on 10/29/13 6:22pm
Msg #490341

Yep, you nailed it, SharonMN - 10 Stars!!

Many NSAs are current or former brokers, realtors, escrow officers, loan processors, loan officers, paralegals and attorneys with years of experience. A script is just another form of babysitting/handholding for the newbie or lowball notary. Inexperience and lowballness seem to go hand in hand, IMHO.

Reply by MW/VA on 10/29/13 8:02pm
Msg #490348

IMO this is all a move for XYZ to improve THEIR reputation

in the biz, not OURS. We all know that they sell the "cert/bgc" to unsuspecting & vulnerable people, and we know that "training" means nothing. We've seen too many grads who didn't have clue, and then come here to ask the most basic of questions. I don't think it's a bad idea for them to clean up their act, but I won't be forced to be a member or participant in that organization.
It's too bad, because I think the industry is going to lose some of it's best & most experienced over these latest developments. ;-(

Reply by sigtogo/OR on 10/30/13 12:01am
Msg #490379

improve rep? more like line their pockets. its about $$$ n/m

Reply by dgd/CA on 10/29/13 9:15pm
Msg #490359

Re: Scripts? HAH! Excellent Job Eileen/HI :) n/m

Reply by 101livescan on 10/29/13 9:29pm
Msg #490361

IMHO, the script is a new marketing tool.

I don't want to date myself, but does any one besides me remember the ENJOA?

Another unnecessary, very expensive tool, I might add, which was supposed to be the latest and greatest technology, never got off the ground. I'd love to know how many notaries paid $500 each for these little gadgets, only to become very expensive $pace banditS. And which landfill do they rest in?