Linda L. Posted on Sep-01-2021
Overall the team is excellent. No complaints on the team per say at all. Not sure why the signing docs technology would not work for me but not to worry we did have a work around. Having said that, there are two issues that were concerning to me. On a side note, for your future clients, data security is incredibly important to me and part of my job as an HR Director. I have two things to bring up that I respectfully ask you to consider for the future. When asking for VOE [Verification confirmation of employment] prior to closing, do not give the person's full social security number. Please only furnish the last four digits of their SS or encrypt the document before sending. If it fell into the wrong hands, you risked my private information by doing neither. I do VOE as part of my everyday job and I am extremely aware of a person's personal information. It is my employee's right to know I am taking their personal information seriously and not doing anything to risk that. For the future, I ask you to do the same for mine.
A second point I would like to bring up is during the application process, you asked both Ken and I to provide a person at our company who should be the contact for the VOE. Standard procedure and all well there. But not only did the person I provided to you but the COO as well received a request for VOE too. I did not provide that person's name to you and was taken back when she called my boss, the Exec VP to tell her she received it. It was none of her business that we were refinancing and yet she knew because she received a request for VOE. That is unacceptable without verifying with the applicant that you needed a backup person. I get that sometimes you need that when there is no response but I do know my Exec VP did reply so reaching out to a second person, even simultaneously, without speaking to the applicant is truly not acceptable. I would respectfully ask you to think of a different process and perhaps up front ask for two contacts that the person gives and state that only if there is no response from person number one within 24-36 hours of closing, will person number 2 be contacted.
I like working with you all. You make this a very easy process for the most part and are a pleasure to work with but I did want to point out these two concerns of mine as Pcs Dss, Pii etc are becoming more and more data security concerns in our very technological world and also privacy of who I want to know what we are doing within my own company in not something I am want to share with a person you reach to without asking me.
Thank you for listening and please understand I am not being critical but am just pointing out two areas that I think you need to be aware of. Here is to working with you all again in years down the road when we look to purchase something new.
Again let me reiterate that your team is superb and I would work with them in a minute but these are two areas you need to tighten up on. If I knew you addressed these two concerns, I would absolutely recommend NJLENDERS in the future.
Linda
