I’m a relatively new signing agent and wanted to reach out to see if anyone else has had experiences with The Closing Exchange that are similar to mine. I’ve had a couple of situations where things didn’t go smoothly, and I’m wondering if this is typical or if there’s something I could be doing differently.
One experience involved a refinance I was assigned. I waited three days for the documents to be uploaded and finally received them just 1.5 hours before the appointment time. Even though I rushed to get everything printed and made it to the appointment (40 minutes away), one of the pages didn’t print correctly. After consulting with the title company, they said to go ahead with what I had, only for me to later be told the documents needed to be re-signed. The customer graciously let me return, and I got everything sent back in a timely manner. But now I’m seeing an error percentage on my profile because of this, and I haven’t been able to get any clear feedback or assistance from The Closing Exchange.
In another case, I accepted a mobile notary request and confirmed the appointment with the client, but the documents weren’t uploaded until 45 minutes before the scheduled time. I tried reaching out to The Closing Exchange for help, but didn’t get a call back or any clarification on why things were delayed. In the end, I asked them to reassign the order because it felt like I wasn’t getting any support.
My main question is: Is this a common experience with The Closing Exchange or just part of being flexible as a signing agent? I’m trying to understand if this is normal or if I should consider working with other companies. I am a member now with Signature Closers and Snapdocs but I am not really getting a lot of opportunities from those sites. I’d really appreciate any advice or feedback from those who have more experience with this company or similar situations.
2 hours prior is the m/l ‘acceptable’ minimum; usually get docs approx. day before; rarely 3 days before. Best way to handle this is when the order comes in, send an immediate reply politely saying ‘Will need docs no less than X hours prior to Appt.’ They usually do try to accommodate. If they do come in later, you can say ‘sorry, prior commitments’ or be a hero and get it done. Note–no extra points for being a hero, so do what you want.
I’ve done 11 signings for CX and have had an overall positive experience. I have had 2 signings where the docs came a bit late but I was proactive. Hours before the signings I contacted them in their portal and said I need the docs by a specific time or we would have to reschedule. They were very responsive both times and I got my docs on time. In my other 9 signings, I had them in plenty of time, often a day or 2 before, without any prompting.
With the one I’m doing next week, I got the docs 10 days ahead but I can’t contact the signer to confirm he will have funds available (no answer to phone or email). So I informed CX, told them they have to confirm with him, and they contacted the lender. I threw the ball into their court days before the signing and made them responsible for their incommunicative signer. So my suggestion is to take charge and lead them through the process when something is not going well.
I like CX. Not the best paying, but I choose only the better offers and I like their service.
It is definitely not a CX issue. I’ve received docs 2hrs after appt time, 30min before appt time, etc. There isn’t anything you can do about it. If it gets within 1hr of appt time, I simply notify the client that I am still waiting on the docs and if they are flexible with their appt time. They have every right to reach out to loan officer/title to ask what the hold up is. I’d rather they do it than me. Good luck!
There are a few companies that schedule far in advance. If I do not receive documents the day before a signing I will send an email to the hiring company stating I need documents by x time to ensure I am appropriately prepared. If that time comes and goes I send a follow up asking when they want to re-schedule for.
If I have other appointments that do not allow me to wait around for documents I make sure the hiring companies knows that the day in advance of the signing date.
I have also noticed the faster you mark an appointment as confirmed with the signer the sooner documents get uploaded. Do NOT wait to confirm.
II try to not contact the signers before they receive their closing statement. I also prefer a text confirmation too. All the signers’ questions should be directed to the LO.
No experience with TCE, but others…I hound them when docs aren’t uploaded at least a day before my signing. I start chiming in “Hi there, any idea when docs will be uploaded?” If still no docs on the day of signing: “Hi there, docs still aren’t uploaded, considering my print and drive time, if docs aren’t uploaded by XX o’clock, unfortunately it will have to be reassigned, because I will not make it in time, unless it’s rescheduled. Please advise”. You should see how fast docs are uploaded then!
My thing is, I’m not going to be rushed with printing the paperwork and I’m definitely not going to speed to get there. That whole rush thing will throw off your vibe.
Happy signings : ))
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