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Let’s Talk About It:
What Signing Agents Can and Cannot Answer
Borrowers naturally have questions during a signing — the documents are long, the numbers are detailed, and the process can feel overwhelming. As a signing agent, your role is to guide the borrower through the signing process, not the loan process. Knowing what you can and cannot answer protects you from liability, keeps the signing compliant, and ensures the borrower receives accurate information from the right source.
At Notable, we expect our notaries to communicate clearly, confidently, and within their legal boundaries. This resource helps you navigate those moments with professionalism and ease.
Your Role: Neutral, Helpful, and Within Scope
You can help borrowers understand where to sign, what the document is called, and the general purpose of the form.
You cannot explain loan terms, fees, calculations, or why something changed.
Think of it this way:
You guide the process. The lender explains the product.
Questions You Can Answer
These are safe, appropriate, and within your role as a signing agent:
1. “What is this document?”
You may give a neutral, high‑level description:
• “This is the Closing Disclosure. It summarizes the loan terms and closing costs.”
• “This is the Note. It outlines the borrower’s promise to repay the loan.”
• “This is the Mortgage/Deed of Trust. It secures the property as collateral.”
2. “Where do I sign?”
Absolutely within your scope.
3. “Is this document notarized?”
You can confirm whether a document requires notarization.
4. “What does this section want me to fill in?”
You may clarify signature, date, or initial fields — not loan data fields.
5. “What happens after we finish signing?”
You can explain the general process:
• Scanbacks
• Quality check
• Return to title
• Funding timeline (in general terms)
6. “What is the Right to Cancel?”
You may describe the purpose, not the borrower’s strategy:
• “This form gives you the right to cancel within three business days on certain refinance transactions.”
Questions You Cannot Answer
These are outside your authority and must be redirected immediately.
1. “Why is my payment different from the Loan Estimate?”
This is a loan‑specific question.
Redirect:
“I can’t speak to loan terms, but your lender can explain that for you.”
2. “Why did my interest rate change?”
Only the lender can answer.
3. “Why are these fees higher/lower?”
Never interpret or justify numbers.
4. “Can I remove this fee?”
You cannot negotiate or comment on fees.
5. “Is this a good loan?”
Never give opinions or advice.
6. “Should I sign this?”
This is legal advice — strictly prohibited.
7. “Can you explain this calculation?”
You cannot interpret:
• APR
• TIP
• Escrow breakdown
• Cash‑to‑close math
• Payoff amounts
8. “Can you tell me if this is correct?”
You cannot validate accuracy of:
• Loan terms
• Numbers
• Fees
• Dates (other than the signing date)
9. “Can I change this date?”
You cannot alter documents or advise on altering documents.
How to Redirect Borrower Questions Professionally
Borrowers appreciate clarity and confidence. Use neutral, supportive language:
• “That’s a great question for your lender — I want to make sure you get the most accurate information.”
• “I can explain the purpose of the document, but I can’t interpret the loan terms.”
• “Let’s pause and reach out to your loan officer or title company.”
• “My role is to guide the signing, not the loan details, but I’m happy to help you contact the right person.”
These phrases keep the signing compliant while maintaining a warm, professional tone.
Why Staying in Your Lane Matters
Maintaining boundaries around borrower questions:
• Protects you from liability
• Ensures compliance with state notary laws
• Prevents unauthorized practice of law
• Keeps the signing neutral and professional
• Ensures borrowers receive accurate information
• Builds trust with title companies and lenders
At Notable, we believe that excellence comes from clarity, confidence, and consistency. When you know what you can and cannot answer, you elevate the entire signing experience.