FASSNotary Signing Agent Manual Vendor...FASSNOTARY SIGNING AGENT MANUAL UPDATED 7/01/12 1 FASSNotary Signing Agent Manual. Version Dated: 7/1/12 _____ The purpose of this manual is

FASSNOTARY SIGNING AGENT MANUAL UPDATED 7/01/12

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FASSNotary Signing Agent Manual Version Dated: 7/1/12

__________________________________________________________________________ The purpose of this manual is to give you a step-by-step guide to using FASSNotary. It will cover logging into the site, scheduling your own notary signings (available only to White Glove agents), how to use FASSNotary to document the Call to Borrower confirmation calls, determining the document delivery method, downloading documents from FASSNotary, Completing an Order, reviewing FASS Quality issues logged against your performance, the Profile menu options available to you and completing the One Time Agreement.

Table of Contents

Section Description Page

1 Getting Started

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2 In Boxes

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3 Call to Borrower

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4 Determining Document Delivery Method and Downloading Documents from FASS Notary

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5 Completing an Order

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6 Profile Changes

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7 One Time Agreement 30


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1. Getting Started

***for information regarding our mobile site m.vendor.fassnotary.com, please refer directly to the mobile site guide

1.1. Open a web browser and type in vendor.fassnotary.com. (Note: Do not type www or http in the web browser; this will not work as this is a secure site. Cut and paste just the vendor.fassnotary.com text directly into the browser and hit enter.) This will take you to the login page.

1.2. On the login page, type in your Username and Password. The first time you log in, your Username is your existing SignTrack username. The one time Password is fassnotary. You will be prompted to update your password upon your initial login to the FASSNotary site.

1.3. If you do not know your existing Username, please enter your email address in the Username field and then click on Forgot Your Password? (Please note the email address you enter must match the email address Signature Services has stored in your profile.)

1.4. If you have forgotten your password, enter your Username and click on Forgot Your Password? 1.5. If you do not have any of this required information, please contact Signature Services for assistance

at [email protected] or 888-270-3630.

mailto:[email protected]


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1.6. After you have entered your Username and Password, click on Secure Login.

1.7. When you first log in, you will see any unresolved FASS Quality Issues.

1.8. A FASS Quality Issue is an automatic notification of an error made on a signing. All signing agents

have a running quality rating with Signature Services that is based of the number of completed signings and the number of errors made on these same signings for the past 90 days. (Example: Out of ten signings, two errors were found. This notary would have an 80% quality rating.) In order to have access to accept orders on line through the FASSNotary in box, a quality rating of 95% or higher must be met in addition to other performance criteria.


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1.9. Signature Services allows you to view any FASS Quality Issues logged against your performance

and provide additional information within 14 days. If you feel the FASS Quality Issue was logged in error, click on the number as shown below to view any unresolved FASS Quality Issues.

1.10. ALL responses to FASS Quality Issues must be made through our website within 14 days (calls and

emails to Signature Services in this time period will not be considered). Any non-response after 14 days is considered an acceptance of the issue. (Go to section 6 of this manual for more detail on how to navigate these screens.)

1.11. Click on In Boxes to view all available signing agent in boxes.

1.12. On the left hand side you will see the available in boxes.

• Available Signings: All signings that are available in your immediate area for you to accept through FASSNotary. (Note: This is only available to signing agents who have achieved White Glove status.)

• Accepted Signings: All upcoming signings that you are scheduled to facilitate. • Completed Signings: All signings that you were scheduled for that have been completed, whether

successfully, or canceled, in the past 12 months.


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1.13. Hover over Profile. You will see two selections FASS Quality Issues and Change Password.

• FASS Quality Issues: Click on this to see any issues that have been filed against your performance.

• Change Password: Click on this to change your password. • Go to Section 6 of this manual for more detail on how to navigate these screens.

1.14. The Documents section will take you to all available reference materials. Click on the hyperlink to

access rescission calendars, blank W-9’s and state specific acknowledgement forms. Please continue to check back for newly added helpful documentation and reference materials.

1.15. Note: All documentation is in PDF. Please click on the Adobe link to download Adobe Reader if you do not have it on your computer.


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1.16. The About section will show the history of Signature Services as well as a short description of

FASSNotary.

2. In Boxes

2.1. To view all signings available in your immediate area for you to accept through FASSNotary click on In Boxes. (Note: This feature will only be visible to signing agents who have achieved White Glove status.)

2.2. Click on Available Signings. (Note: This feature will only be visible to signing agents who have achieved

White Glove status.)

2.3. You will see the following information for the available signings in your area. The FASS number,

reference number, lender name, appointment date and time, street address of the signing location, city of signing location and last name of the borrower.


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2.4. After reviewing the order information, if you are interested in any of the signings click on the FASS

Number located in the left column.

2.5. By clicking on the FASS Number, your screen will refresh and the detailed order information for that

signing will appear. 2.6. Review the Lender Instructions, Signing Appointment Date, Signing Appointment Time, Signing

Location and Order Special Instructions to ensure you are able to fulfill all order requirements as specified. (Note that all appointments are set with firm date and time unless specifically noted.)

2.7. Make sure to always read any Special Instructions in addition to the Lender Instructions. These

are details relevant to the signing appointment that are critical to our customers.


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2.8. Note: If this area appears blank, there are no Special Instructions for the order.

2.9. If you would like to calculate the distance using an automated map feature from your profile address

to the signing appointment address, click on Click To View Map.


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2.10. If after reading the Lender Instructions, Special Instructions and locating the signing address,

you are able to fulfill all requirements click the box next to Yes, I accept this appointment…. • Note order acceptance includes the Closing Professional Instructions, Lender Special Instructions

and Special Instructions as notated on the Notary Confirmation. (Go to sections 2.20 and 2.21 of this manual for more information on how to access this information.)

• Remember all signings accepted online are accepted for your standard fee and according to these specified terms.

2.11. If the notary confirmation section labeled Lender Special Instructions or FASS Scheduler indicate

documents will be coming to you via overnight mail and you would like them to go to an alternate address, click on the box stating Click here if you wish to use alternate notary delivery information.

• To determine what address Signature Services has for you for document delivery, please review the Notary Confirmation (go to sections 2.20 and 2.21 of this manual for more information on how to access this information) or contact Signature Services at 888-270-3630 or [email protected].


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2.12. If you are using an alternate notary delivery address, make sure you fill in the appropriate

information after checking on the box.

2.13. You are now ready to click on Accept. (Go to section 2.19 of this manual for instructions on how to print

the notary confirmation.)

2.14. The order will refresh and will now be in your Accepted Signings In Box..


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2.15. In Boxes 2.16. By clicking on Accepted Signings, you are able to view all signings that you have either scheduled

yourself on FASSNotary, or received a call from a FASS Scheduler. These are all appointments that have not yet occurred.

• Please see Section 3 on Call to Borrower of this manual for any orders that are highlighted in orange. These are orders that require your immediate attention.

2.17. Access a signing by clicking on the FASS Number.


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2.18. Your screen will refresh and you will see the order information.

2.19. You have the ability to map the location, print your order confirmation, and complete the signing.


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2.20. Click on Print Info to view and print your order confirmation.

2.21. A new screen will pop up with your order confirmation. Go to your File menu and click on Print.

2.22. Note that the confirmation details found under Closing Professional Instructions, Lender Special

Instructions and Special Instructions are all critical and are updated regularly. They vary by specific items such as location of lender office placing the order, the title or escrow office processing the


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order, the geographic location of the property and the individual appointment. Not all customers with the same lender require the same assistance. If you cannot adhere to all of these specific details, please notify Signature Services immediately at [email protected] or 888-270-3630.

2.23. To view your signing history, click on Completed Signings. This will show you all signings that have

been completed on your profile for the past 12 months.

2.24. To view any of these signings, click on the FASS Number.

2.25. The screen will give you the specific details of the signing you clicked on.


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2.26. Note this order specific detail includes the complete Notary Fee paid for the order as well as the

Checks Issued, Date, Amount and Check # for the payments.

3. Call to Borrower

3.1. All Signature Services signing orders require you to contact the borrower to confirm the appointment date, time and location immediately following your acceptance of the signing order. This call attempt must be made and logged on our mobile site m.vendor.fassnotary.com or the FASS Notary website or called into Signature Services at [email protected] or 888-270-3630 no later than 24 hours following your acceptance of the order or a quality issue will be logged. If you are not able to reach the borrower and must leave a voicemail message, this still must be reported within 24 hours.

3.2. Click on In Boxes.



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3.3. Click on Accepted Signings.

3.4. If a Call to Borrower has not been made, the order will be orange in color. 3.5. Click on the FASS Number to update the order with a Call to Borrower.

3.6. When the screen refreshes with the signing information, you will see Call to borrower is required at the bottom.

3.7. Update each field with the appropriate answer. 3.8. Note if any exceptional issues occur during the confirmation call, please notify Signature Services at

[email protected] or 888-270-3630 immediately. (For example, borrower is canceling loan, changing date of signing appointment, etc.)



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3.9. When you are done updating the confirmation call details, click on Confirm Call.

3.10. The order will refresh and you are ready to go back to step 3.1 to make your next Call to Borrower.

4. Determining Document Delivery Method and Downloading Documents from FASSNotary

4.1. If the notary confirmation section labeled Special Instructions, FASS Scheduler or Escrow Team has indicated that loan documents will be available on FASSNotary, click on In Boxes.


4.3. Access the signing you need to download documents for by clicking on the FASS Number.


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4.5. Scroll to the bottom of the page where you will see Tracking Info, here the method of document delivery will be posted. As soon as the documents are ready, this field will be updated to indicate the delivery method (FASS Notary if posted to vendor.fassnotary.com website, email address if sent via email or package tracking number if sent via overnight mail delivery.)


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4.6. Scroll to the bottom of the page where you will see a disclaimer on printer settings. Make the appropriate changes to your printer setting.

4.7. Click on the link labeled Click to View Package.

4.8. The documents will appear in Adobe PDF format. Select the Print icon in the Adobe window. Documents will print to your printer. Make sure all pages print, are legible and on the correct size paper. Also be sure to print a second set of documents for the borrower’s copies.


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5. Completing an Order

5.1. All Signature Services orders require completion status be reported within 60 minutes of the scheduled signing appointment start time. If you do not have access to a smart phone for the mobile site m.vendor.fasnnotary.com or are unable to log on to FASSNotary during this time and complete as described below, call Signature Services at 888-270-3630 and leave a detailed message with the FASS number, tracking number for the return of documents and notification of any exceptional issues that may have occurred during the appointment.

5.2. To complete your order following the signing appointment on FASSNotary, click on In Boxes.


5.4. Access the signing you need to complete by clicking on the FASS Number.


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5.6. Signing Completed Successfully

5.6.1. If the signing took place successfully, click on the Complete button at the bottom of the page.


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5.6.2. There will be only one option in the drop down menu for Signing Appointment Completed

5.6.3. The signing agent MUST retain the tracking number for the return package, regardless of whether a return envelope or shipping label is provided. If return documents do not arrive and the signing agent can not provide tracking information, then the signing agent will be held responsible for lost documents.

5.6.4. Note if any exceptional issues occur during the signing appointment, please notify Signature Services at [email protected] or 888-270-3630 immediately. (For example, borrower is canceling loan, borrower refused to sign name as printed on documents, note was missing from document package, etc.)



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5.6.5. After you are finished filling in the necessary information, click on Submit.

5.6.6. Go back to Section 5.1 of this manual to Complete your next signing.

5.7. If signing did NOT complete successfully 5.7.1. Click on the Cancel button at the bottom of the screen

5.7.2. Select the most appropriate option on the drop down menu


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5.7.3. Enter a tracking number if applicable. Notes MUST be entered in the exceptional events field with details on why the closing did not take place successfully

5.7.4. After you are finished filling in the necessary information, click on Submit.

5.7.5. Go back to Section 5.1 of this manual to Complete your next signing.


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6. Profile

6.1. The Profile menu option has two selections: FASS Quality Issues and Change Password. 6.2. As noted in Section 1 of this manual, any issues with a signing are immediately reported to you via

email and FASSNotary. You have the ability to provide additional information should you feel the FASS Quality Issue was logged in error.

6.3. To view your FASS Quality Issues, go to Profile and click on FASS Quality Issues.

6.4. On the FASS Quality Issue Status drop down menu, choose which status you would like to view.

All Statuses: All FASS Quality Issue history for the past 90 days. Agrees/Accepted: These are FASS Quality Issues that you have accepted as valid. Also FASS

Quality Issues that you have disputed, but Signature Services has reviewed subsequent to your dispute and determined the issue to be valid.

Disagrees: Any FASS Quality Issues that you disagree with will be housed here. (Please take note that these items do lower your White Glove quality rating and access to notary in box while the dispute process is taking place.)

Not Viewed Yet: Any FASS Quality Issues that have not been viewed. (Please take note that these items do lower your White Glove quality rating and access to notary in box while the dispute process is taking place.)

Auto Accepted/Agrees: If you do not accept or disagree with a logged FASS Quality Issue within 14 days, it will automatically accept it as valid. (Please take note that these items do lower your White Glove quality rating and access to notary in box.)


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6.5. To view a FASS Quality Issue that has not been viewed yet, click on Not Viewed Yet.

6.6. Next click on Details.


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6.7. To disagree with a FASS Quality Issue, type in the Vendor Comments section why you feel the

issue was logged in error. Note: You must have additional detailed information besides just stating you disagree or your dispute will not be processed.

6.8. Click on Dispute.

6.9. Signature Services will review and process your dispute within 72 business hours. If it is agreed that

the FASS Quality Issue is invalid, the item will be voided and will be removed from your profile. If it is not agreed that the issue is invalid, then the item will be accepted and will appear on your record under Agrees/Accepted status.


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6.10. If you agree with the FASS Quality Issue, click on Accept.

6.11. Change your Password 6.12. To change your password, go to Profile and click on Change Password.


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6.13. Enter your old password, type a new password in, and then confirm your new password. Click on

Continue.

6.14. Remember that your password must be 8 to 12 characters long, with at least one uppercase, one

lower case and one number. Example: Pass1Word


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7. One Time Agreement

7.1. Hover your mouse over the Profile tab on the top of the screen. A drop down menu will appear. Select One Time Agreement from the drop-down menu

7.2. The screen will refresh and take you into the One Time Agreement screen. Read through the Agreement and click I Agree at the bottom of the screen. Next, click Save

7.3. Once completed, the screen will refresh and the I Agree box will be grayed out

***This process must be done for EACH order you accept from FASS until the enrollment package is returned to FASS. ***Completed enrollment packages may be e-mailed to [email protected] or faxed to 888-616-0178.



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For any questions on this process or the one time agreement please contact FASS Customer Service at 888-270-3630 or [email protected].

If you have additional questions not covered in this manual, please contact Signature Services at [email protected] or 888-270-3630. Representatives are available Monday through Friday from 6a to 6p Pacific Time or Saturday from 8a to 12p Pacific Time. For non-urgent issues, please do leave a message at the prompt.

