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Professionalism
Make sure the level of service you are providing to the borrower is excellent and leaves them happy with the completion of their loan process. Your goal should be to provide the best possible service.
It is in your best interest to take care of personal matters before entering into the signing with a borrower. This would mean you don’t answer your phone, receive or reply to text messages, or complete any personal business matters during the signing. A good habit is to put your electronic devices on mute. You are there to provide a service to the borrower to help them properly execute the loan documents. Put on a smile, remember to be professional, pleasant and willing to resolve any issues that may arise. Make sure to take your time too, don’t rush the borrower to get to your next destination. The borrowers should have your full attention at all times.
6 Responses to “Professionalism”
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Well, I agree very much on keeping it professional.
There have been a time or two when I have forgotten to silence my phone and yes, I was embarrassed. I don’t recommend turning them off because I also have done this and then after leaving realize that either the loan officer or service was trying to reach me.
Keepin’ it Professional!
While I agree that you shouldn’t accept any personal calls during a signing there are times that you do need to answer the phone, Like, Maureen said it could be a call pertaining to the loan or potentional new business.
If it’s someone interested in your service you can just quickly take their number or ask them to call you back. Some notaries have said they have gotten $150 - 200 assignments because they answered their phone.
I agree & would love to leave it off however MORTGAGE DOCS will simply ‘go to the next person on the list’ if I don’t pick it up or respond ‘immediately’ to a text message. Even when I ‘think I have responded instantly I find I was beaten the the confirmation! This is because there is a lag in text message & voice mail time in the wireless phones. Can’t use do as I say not as I do reasoning, I actually make a living doing this and need every assignment. Just be descrete……
I actually did a poor job of selecting a picture to go with this article. While the picture seems to imply that you should NOT have your cell phone with you, the article just says to “put your electronic devices on mute.” We agree that you can’t simply ignore your cell phone while you’re in a signing. However, as Linda suggests, we believe you should be discrete about it.
I had quite the unusual situation last week where I was signing an attorney. This guy decides to strike and correct sentences that did not read to his satisfaction mostly having to do with him not having anything to do with the loan or property and that he was just signing “pro-forma”. Now all but one of the documents addressed this but in all my years as a notary I have never had a borrower write on the docs and I did not like it at all but I kept my professionalism rather than getting into a “spittin” contest with the guy. What would have been the best way to handle this?
Thanks for the question Sid! This can easily apply to other notaries.
According to feedback we’ve received from our clients, you handled this situation exactly as they’d want you to do so.
- First, advise the borr to contact the lender before making any changes to the paperwork.
If the borr, attorney, or both decide not to listen to your instruction, then any errors resulting from their changes would be considered an error on their part, not yours.
- Then, contact the client or service to let them know what happened. As long as we have the details from you BEFORE we hear from the lender or borr, we can take care of the leg work after the trip is made. We’ll smooth out any issues with the lender and make sure it’s NOT counted against you as a notary error.
It’s important to remember that lenders understand and agree that notaries are NOT to physically stop the borr or attorney from altering the docs. As long as you’ve advised the borrs verbally to refrain from making changes until hearing from the lender, the lenders would agree you’ve acted on their behalf in a professional manner.