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hi everyone uh this is meredith in the quality control department i'm here with you guys to do a notary client account training um i'm gonna go through a couple things with you um first off our agenda we're going to do a quick review of our lc departments because i know it can be kind of confusing i just want to make sure you guys know uh where you're supposed to go for help um i'm going to go through some general feedback that i've gotten from lenders from the past year um i'm also going to do some uh lender specific updates from our major client accounts um we do have a new client a couple new clients and then we have a couple new updates from loan closers um so first i'm going to go off and review our departments with loan closers so you guys know where to go um orders basically lenders mostly converse with orders regarding submitting signing requests and reschedule requests you'll as a noter you'll really only get with them if you have a reschedule request loan documents um they obviously control what goes up and down on our site regarding loan documents um we encourage our lenders to upload their own documents to the website uh just to alleviate any sort of third-party mishaps but our loan docs are there for them if they need it um status you guys are mostly going to be conversing with me and quality control or status with austin um he's going to be there if you have any issues with your signings if the borrower is not available they're not there uh there's uh you can't reach them things like that austin and status is going to help you make sure your signing uh is it goes smoothly um you'll want to contact me in quality control or angie if you have any problems at the table with documents the docs are wrong borrower has problems please make sure you always call me if you have any issues with the table and if it's after hours in the bottom right corner is the um after our cell phone and our office manager stevonn has that at all times um we do have a signing desk email it's monitored mostly in the morning afternoon monday through friday but if you're looking for signings or something like that feel free to email signing desk as well okay so general feedback from our lenders especially with this past year with covet you know i do make sure that i tell them about the experiences you guys are having with covid signings and it's harder it's not as easy you know everyone's scared i you totally get that and i definitely make that clear with them like how it is different now but some things that i'm seeing that are getting the ball dropped on um is you know really check your documents like you guys should be reviewing at the table if at all possible just that extra five minutes i know you guys go back to back but just that extra five minutes of at least checking the major like right the cancels did trust um those sorts of documents the loan app things like that where uh going to prevent the funding of a borrower's loan if it's not executed correctly make sure those are correct before you drop okay review at the table review your acknowledgements especially the deed of trust if you review one document in the whole package before you drop review the deed of trust and make sure it is executed correctly um so also you know i know that we get really busy there's a lot of work out there it's hard to say no to money i get it but we got to stay organized i know that loan closers we do call you for signings if we call you just jot it down on your planner um put it down on your phone i know a lot of times we call you while you guys are driving like just i don't encourage safe driving but you know just reach over and just write it down real quick um also calling the borrower to confirm as quickly as possible um i know a lot of you guys like to wait 24 hours before the appointment to confirm because they'll forget i understand that but a quick text message right away to the borrower alleviates any sort of issues with them concerned about having a notary or not we want to make sure we're communicating with the borrower at all times um if you cannot make an appointment for any reason please make sure you call our office and let us know make sure you try to get a hold of our status department or any one of the managers me and g stavan um just try to make sure that you you speak with someone and communicate with someone that you can't make an appointment that way we can handle it um also i want to talk about fedex uh fedex is not as reliable as it used to be um covid uh it's so you know everyone's shipping everything now they had to hire more people maybe they didn't have time to train them you know we're all like going through the hoops on how to deal with this new economy that we have and uh fedex is no exception um i really cannot stress to you enough it's very important to drop at a fedex location i really would like if at all possible if you can please do not drop at a third party shipping place or at a dropbox the third party shipping place in the dropbox is not a guaranteed pickup every day the some days they can't get to it sometimes i've had you know documents sitting in a dropbox for three days i've had the fedex not come to the third party shipping place for two days like they pay for the priority overnight label because it is so important for those documents to get back as soon as possible um and then always please make sure using a poly pack bag if you i get it some of you guys are in rural areas and that you have to do the dropbox or you have to do the third party that's totally fine just make sure you're like keeping track of it like okay if i'm doing that like maybe if i i should like check the tracking number to see if it's moving you know a lot of notaries they write down their tracking numbers as well um also i know you guys can always get access to poly pack bags that's fine if you use the cardboard make sure you do extra tape like it's it is also i mean it's not your responsibility that fedex tosses stuff around in transit and it breaks open and there's nothing we can do but at the same time like it is your responsibility to make sure the documents that you signed your work gets from point a to point b completely okay because we don't have to we don't want to have to redo anything okay so this is a whole list of our active clients um we have some reverse we're getting more reverse application clients so they're not as they're not as bad as you think they are um but uh they're you know no notarizations it's pretty easy i asked direct our major clients that we're going to be going through and then i also show here the vantage point divisions that we have as well okay new american funding and power escrow so when you go when you accept an order sometimes you'll see new american funding as the client sometimes you'll see empire escrow empower escrow is a branch of new american funding they new american funding that is their escrow company sometimes american funding also does work with vantage point title as well so you'll see one of those two escrow packages with their loan packages um they typically upload about three attachments their loan their escrow and they'll have their final cd as a separate attachment normally there will be multiple cds in their package get all of them signed they need to sign their preliminary cds and then have their final cd their final cd is going to be what's matching the closing statement in the escrow package um also make sure you're checking the date of the documents before you even print that's so important just minor stuff that you you wouldn't think would be incorrect but it happens just because everyone's so busy just make sure those dates are correct you cannot sign loan documents dated in the future so if it's january 9 and you have documents dated january 10 you cannot sign those no matter what please give us a call right away also there's wet versus dry states those terms mean wet meaning your documents are date sensitive you have to sign on the day the docs are dated or dry meaning your documents are not date sensitive and um you can sign for a date in the past so they're usually about 130 pages 250 pages you have to do a borrow copy obviously a tip for you guys with i guess common errors i see from the lender side is make sure that their borrower's names are spelled correctly make sure you do that on your confirmation call ask them like okay can you let me know how your name reads on your identification make sure it's spelled correctly that could alleviate a lot of headache for everybody okay interactive mortgage um they do not have an escrow company anymore um they have their own disbursement department um but they still have a couple escrow documents but it'll be under obviously interactive mortgages name so all the checks if you have a borrower that owes money and writes a check it's going to be made out to interactive mortgage but please encourage them to wire it's just safer that way all around they also removed um the initials at the bottom of their notes indeed of truss but please look out for that when you are signing other companies they do have that um so look out for that but they removed that because that was causing a lot of errors on their documents as well also when you do get to those dispersant documents those need to be filled out completely by the borrowers if they don't know any information that's totally fine just make a note of it on the lc website in the notes section or you can email me at the qc department um so that way i can tell the lenders so they can handle it from there okay owning so owning hasn't changed too much except they do have hybrid closings now so the hybrid closing the borrowers sign over half of the documents online and then you get about a 70 to 80 page package to sign with the borrower now they can access their signed documents online so you don't need to print them a borrower copy so it makes the packages a lot faster and easier to do but it doesn't apply to every loan so if you have a loan that's in a trust it's not going to be a hybrid it's going to be a full package and it's going to be like normal you have to print them a bar or copy but you'll you'll pretty much know when you when you get it you'll see like okay loan package is like pretty small then you'll know that it's a hybrid um they like to upload multiple attachments i know it's super irritating i hear it you guys are like i'll just make it all one attachment i totally get it uh but unfortunately they pay us so we have to do what they need us to do so we'll just have to deal with the attachments but just make sure you're cross referencing what you're downloading off of the website and then what with what you have printed okay the same thing with their escrow docs they work with orange coast title um but their escrow documents are going to be the same you're going to have to make sure that they're printed out statement of identity always needs to get signed by the borrower and even if they get um irritated with you they say they already have the info you have to have them fill it out or if the loan is not going to fund okay true now used to be sign on the line um this is really only going to go for my california notaries because we really only get their california loans but they work directly with vantage point title their escrow documents are sometimes waived so don't freak out if you get a sign online or true now file and you don't have escrow docs just leave a note in the order that there are no escrow documents that way we can follow up with them see what the next step how they want to take it if it's waived or if they want to do a separate partial signing with them these guys do have initials at the bottom of their note and deed of trust so um make sure that so when they when you see initials at the bottom of notes and deed of trust that means the person signing that document is to initial that document because some you know how did trust will have the title only spouse but the note won't so don't have the title only spouse sign a note when they're not signing the note so just make sure you're looking out for those um it's also they're pretty easy to just learn an escrow 120 to 150 pages print a bar or copy and then again just let us know if there's no escrow docs in there okay because we'll probably have to get you a shipping label as well okay true concept title they're a new client with ours we've had them for a couple months now um they're great to work with um to riley tran is going to be your contact with them and it's in the instruction sheet that you get in your order confirmation her phone number she wants you to call her if you have any questions don't call her for status questions don't call her just call her if you have issues with loan documents at the table with the borrowers do not don't blow riley up about anything other than that um you guys uh you can please i need you guys to confirm those orders right away with the borrowers that's something that their lenders are really looking for um also they're the len their lender is picky about printing so make sure when you print it's print printed correctly um there's no um low ink like dotted there's no ink smearing because they'll send it back and you'll have to redo it um and then again just the acknowledgements is just something i'm missing across the board like we gotta check our acknowledgements and make sure they're correct okay vantage point title um so we have a couple of their divisions we have e-mortgage white glove post closing which are the partial signings commercial division and the purchase team so all of those are going to be scans except white glove is conditional so sometimes they will sometimes they won't they do have fairly large packages so please make sure you're cross-referencing the page count on the pdf make sure you have all the pages um especially white glove team they can get really large um over 200 sometimes so i know those are huge packages please make sure they use poly packs for them or like and just extra tape as well because those have opened in fedex multiple times and um i want to go over some a couple documents in vantage point escrow docs that i get questions on a lot so the fidelity indemnity undertaking agreement so the signature page looks like this you'll see seller buyer witness witness so if you're not a witness state you can disregard the witness lines okay seller buyer that term gets used interchangeably in refinances with barbara co borrower um if the borrower doesn't feel comfortable signing with these terms is totally fine you can line out initial and correct it escrow documents are um easier to correct if there are any errors and with vantage point sometimes you will see a lot of errors on their docs so it is okay to correct those documents it's fine um so just make sure they just sign and print their name underneath um the id letter um so up top here people ask me what who do i put the borrower's name or my name so notary's name goes at the very top and you'll if you read the verbiage i guess you'll understand you would put your name at the top the borrower's name is here and then you will be filling out their information here if there's a co-borrower just write the name in and then write the info you just sign it and then the borrower initials at the bottom don't stamp it that was an error um oh come on come back let's see and then one of the same name affidavit the way that their uh documents uh are generated it automatically generates a blank one the same name affidavit so you don't need to fill this out if you only have a borrower or if you only have a borrower title uh signer um so you can disregard this if it's blank and there's just a borrower or borrower title but if there's a borrower co-borrower and there's not one filled out for the co-borrower you would then need them to fill this out again write their name in sign it notarize okay so mutual of omaha as our new reverse app client with us we like them a lot they're really great to work with and um their borrowers are great their loan officers are really good with their borrowers i've had no complaints from notaries about borrowers not having the steps that they need or not knowing what's going on um they are scans only and i know that you guys know that they're larger about 300 pages but you don't need to print two copies you only need to print one and they're sectioned off in the package what you sign and what you leave with the borrower um so it's basically the same as printing uh two copies of a 150 refi um and there's no notarizations you just have to make sure that they sign and date where they need to and also very important that you collect the stipulation list of whatever documents they may need and make sure those copies are very clear the lo will have their own instructions per file of what specifically you need and it will have their contact information in there as well please make sure you make clear copies of their ids and their socials also they really are very strongly need you to return documents in stacking order do not take the documents out of order please return them in the way that you got them please make sure the scans are legible because they do file the loan application with your scans so they need to look professional they need to look nice and they need to not be flipped upside down flip sideways cut off make sure the scans look good um and then you that's it that's all you need to do um so it's they're pretty easy um so we're moving on here to western resources title um another new uh client that we have last couple months um their refi they're only for my california notary so if you're not a california notary you don't need this information but their accounts are with len plus len plus is very picky about printing please make sure that you are not low on ink when you print these documents please make sure the ink does not smudge they will kick back anything where it looks wonky at all also with signatures i've had them kick back signatures where i even thought that the signature was consistent with the rest of the package but they didn't think so so please make sure that you tell your borrowers to sign very consistently throughout the packages with them um and then if you also with scans if you have scans with them they don't like cam scanners make sure the scans are legible if you get a correction from them from me and you send me a copy back like they have to be very clear legible scans um and then since they're california loans their documents are not date sensitive if you don't know how to correct the right to cancel form uh please email me quality control so i can give you instructions on how to correct rights of cancel forms all right and then our new client we picked up fidelity again so our client is tight core title and mr dane mclean over there is our friend he's now a tight court title used to be at wfg um so these ones we were still um we're still in the process of getting us set up with them so i'm going to give you all the information that i have and once i get more information i'll give it to you guys as soon as possible in an email blast um but we need to be uh you guys need to be approved with fidelity um so if you actually go onto your lc profile you'll see a fidelity approved check mark box if you already approved with them please make sure that's updated um if you are so we can get you on with them um and i know that uh you guys are gonna want to ask how do i get approved well once we get that information from them um we'll definitely send that your way if you're interested in that um but as of right now um we're just trying to get our list of notaries that we already have that are approved with them um to get us set up for that and then finally we have our new text message notifications um so this is a big update for us i'm excited about it i think you guys are gonna really benefit from this because we're gonna get like you're not gonna have to wait for us to get an email and then call you guys and let you know it's gonna be instant updates so um please make sure you save this phone number nine four nine five one six zero eight zero five make sure you save it because those are gonna be where the notifications are gonna come from you cannot reply to the text messages they are for notifications only if you need to contact us please contact our office email call or text after our cell phone number so basically with these notifications you're going to get notified for as you're going to get notified when you've got documents uploaded for your order you'll be notified via text if new documents get uploaded you'll be notified for your appointment reminders you'll get um a text when you get an appointment assigned to you so that'll be good if you if we call you and you answer but you don't have time to write it down you'll get that text message right away on your phone um you'll get notified if there's any cancellations or reschedules for assigning that you already have and then we'll also send you reminder updates hey you guys confirm your appointment complete your appointment did you print documents um those kind of things those last three you'll you won't get those notifications if you update the lc website already um so we really encourage you to update the website as soon as you possibly can um also if you need to report an update and you're driving can't go on the website on your phone for whatever reason just call us text after ourselves save austin's email status at oneclosers.com save his email so you can send a quick email from your phone and he can update it for you guys so i think it's great it's gonna streamline everything um it's gonna be make it easier for you guys and for our clients um and then finally um in your profile when you log into your web lc profile make sure that your phone number is listed as a cell phone number so and you're not going to get those updates unless your phone number and your lc profile is selected as cell phone number type okay so make sure you guys are updated in there and then um finally i just want to talk a little bit about like work life equilibrium i want to make sure that you guys are you know working to your fullest capabilities i know there's a lot of work out there and we're busy and stuff like that um but i just want to make sure our quality of work doesn't diminish and we can do what we uh the most we can do and give the best service possible to our clients um i want to encourage you guys to utilize the lc roster you get those in your confirmation emails every time you get an order that has all the department emails are everyone's extension i update those those are updated i also um if you log into your lc profile and you go on the left hand side you'll see a training button that says training slash faq you'll click on that and it has links i'm going through and updating those and making sure those work for you guys but i did update i gave you a 2021 recision calendar and then i updated lc roster there too for you guys um i want to encourage you guys to read instruction sheets for your confirmations i know that like sometimes you do owning files all day and you're not going to read the owning instruction sheet that gets attached but i do update those regularly so if there are changes it'll be in there so i just encourage you guys to just read those to make sure that you're doing everything correctly and then i want you guys to ask questions i want to be here for you guys so me and angie and the quality control department are here for you if you have any questions austin is here for you in status jessica and docs so we're all here for you guys for your success and just making sure that we all get it done properly thank you guys we'll do a webinar actually once a month now so i'm gonna go ahead and end this one and then i'll put out a blast for next month's one you guys can register okay all right thank you bye