Updated 4-10-17. Signing loan documents can be a tough experience for both borrowers and Notary Signing Agents. It's a complex process that must be completed meticulously in a very short time, and it's not unusual for NSAs to have to deal with signers who are very upset or stressed. If this happens, here are some suggestions from experts and veteran Notaries on how to calm things down.
1. Keep calm and de-escalate the situation
The first rule in dealing with an emotional or unreasonable person is to maintain your composure, says Preston Ni, professor and author of How To Communicate Effectively and Handle Difficult People. “The less reactive you are, the more you can use your better judgment to handle the situation.”
“Take a deep breath,” advises Florida Notary Rebecca Louise Green, “and speak in a calm soft voice.”
2. Follow — and explain — the letter of the law
A lack of knowledge of the Notary’s role can lead to heated situations, especially when signers demand that you do something illegal. This happened to California Notary Verne Gordon. “I spoke to the signer and explained that I had to follow the laws of the state of California,” said Gordon, “and he finally understood.”
“Some signers get mad if I can't notarize their I-9, or if they have to fill in the blank spots on documents,” says California Notary Liz McNeil Tieck. “I always try to resolve their frustration by showing the signer my Notary handbook, an NNA article, or something that explains the exact reason I can't notarize the document as is. After they read it, they usually become more understanding and are sorry for their poor behavior.”
Explain to signers what you can and can’t do as a Notary, and let them know that bending the rules isn’t worth your facing penalties, fines, a revoked commission, or even jail time.
3. Empathize — but don’t add to the blame-game
“Sometimes the borrower is looking to vent and have someone validate their concerns,” says Alaska Notary Linda J. Russell. Try looking at the situation from your signer’s point of view: Did they receive inaccurate information? Are they nervous about a major financial or legal transaction? Are the documents being notarized of a sensitive or emotional nature?
“Remember they're not mad at you, they're angry at the situation,” says Loree Camden. “I tell them, ‘I can see why you might be upset. I'd be happy to sit here if you'd like to contact your agent/lender.’”
While you can empathize with the signer, avoid casting blame on others, particularly the agency that you are representing. “Be sympathetic,” Michigan Notary Johanna Bermann advises, “but do not bad-mouth the lender or title company.”
4. Offering Solutions: The “I’m on your side” approach
Rather than reacting defensively to your signer’s emotions, try to provide a solution.
“Sometimes I will ask, "What can I do to help?" says Bermann. “That seems to snap them back to reality and they realize their venting is misdirected.”
Often the most helpful thing you can do is offer them time to contact the lender or title company and solve the problem. Your patience and focus shows the signer you are willing to work together to find a solution.
5. Know when to walk away
While it should be only as a last resort, there are times when the best solution is to end the signing, leave the situation, and contact the agency — particularly if you feel you are in danger. No job is worth your personal safety.
“As professionals, we do not have to sit and take abuse from signers,” says New Jersey Notary Michael Harris. “Sometimes walking out is the only professional option.”
In the end, most Notaries agree that you can resolve most problems with patience and perseverance. “A signing agent is much more than ‘just a Notary,’” says Vicki Kluever, a retired mortgage lending manager and escrow manager with over 30 years in the industry. “We are often the final contact in a long process. If we behave unprofessionally it leaves a bad taste for the entire transaction.”
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