Blue
What are the different notary vendors that we use?
SnapDocs, Signature Closers, and First Class Signings
When moving a Note to the production queue, the concierge should:
-complete the email action
-email the customers and let them know that we are working on it
-call the customer
-slack the production team
Email the customers and let them know that we are working on it
How do we determine the file type?
We can look along the bottom of the screen at the file number or on the general screen
If you have completely handled a note on your own and it does not need to go to the production queue, how do you complete that note?
Click "Mark Complete" after you've handled the note
As a Concierge, how should you handle phone calls?
Answer the call and attempt to complete the request in its entirety; only transfer to the production team if you are unable to assist
Which tab do you use to schedule a signing?
Signings
How do you reassign an email to another queue?
Edit Action > Change the coordinator to the appropriate team
Where can we find the assigned notary's contact information?
In the Notes Tab or in the respective Notary Portal
What is the Concierge response time SLA?
60 minutes
The concierge receives a phone call or email for a Loan Amount change, next step would be to:
Update the Loan Amount in Resware, generate a new title and fee sheet and respond to the email
How do you know where the borrower would like the signing to take place?
The lender will tell us in an email or we will contact the borrower directly.
What information do we look for in an unassigned action to assign it to a specific file?
Loan number, borrower(s) name(s), property address
How do you respond to a note?
Select the note and click "reply" or "reply all", type the note and then hit "Save, Send"
TRUE or FALSE: The minutes that a note spends in the concierge queue count towards the production queue SLAs.
Around 75-150 pages usually
The Client has a preferred notary - where would you list this information?
In the "Special Instructions" field
Which emails do not need responses?
-Auto-replies from the lender
-Thank you emails
Describe how you would handle a split signing if just the deed needs to be signed by an ex-spouse.
We will need to schedule a signing for the ex-spouse to sign a QCD, eliminating their interest, prior to the other borrower signing the entire closing package.
When should you move a note to a production queue?
-When you are not confident how to give an accurate answer
-When the request in the note is clearly a production task
-When the customer is clearly in the middle of a convo with a production associate and no concierge involvement is required
Where can you look to determine the file status?
The Notes Tab, Along the bottom of the file between the file number and property address, or the General Tab
Which of following actions need to be completed to submit the signing details to the notary service?
-"Scheduling Closing with Borrower"
-"Receive Scheduling Request"
-"Schedule Closing with Notary"
"Receive Notary Scheduling Confirmation"
Receive Scheduling Request and Schedule Closing with Notary
What are some documents the concierge can email out to the client?
-CPL
-Wiring Instructions
-Commitment
-Tax Statement
Describe how you would handle a split signing where the same loan package needs to be signed by two borrowers in different locations
We will need to schedule 2 separate signings. The signings must take place at least 48 hours apart to allow enough time to get docs from one signer to the next. Make sure to mail the package from the first signer to the second signer. We don't want to mail the documents to the second notary in case they may cancel. We will also need two shipping labels: one to mail the documents from the first signer to the second and the other label to mail the executed package back to States Title. You should use the special instructions under each signing to state whose signatures each notary will be collecting.
A borrower calls and is very angry that they have not received their funds yet. Please advise how you would handle this situation.
Let the borrower vent first, don't interrupt, acknowledge their frustration and let them know that you're happy to help. Try to get someone on the disbursement team to help them immediately and tell them you are locating someone to give them a call back ASAP if not
Which 3 documents do we need to order the HOI?
HOI Request, Borrower's Authorization, and Evidence of Insurance