Client Communication & Confidentiality Flashcards
7 cards from real NSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Client Communication & Confidentiality flashcards as text
A borrower becomes upset during signing and tells the NSA personal details about a financial hardship. How should the NSA handle this information?
Answer: Listen empathetically but keep the information confidential and do not document it in reports
Personal information shared by a borrower during a signing must remain confidential and should not be included in status reports or shared with other parties.
Which communication method is considered the most secure for sending a borrower's appointment confirmation details?
Answer: A secured or encrypted email limited to scheduling logistics
Encrypted or secured email used only for logistics is the most appropriate method for appointment confirmations involving borrower information.
An NSA is asked by a friend who works at a title company to confirm whether a mutual acquaintance recently refinanced their home. The NSA performed that signing. The NSA should:
Answer: Refuse to confirm or deny any information about any past signing client
NSAs must never disclose information about past clients regardless of the requester's relationship to the industry or to the NSA.
An NSA arrives at a signing and the borrower states they did not receive the pre-closing disclosure documents. What is the NSA's appropriate response?
Answer: Inform the borrower this is outside your role and advise them to contact their lender immediately
The NSA should not explain legal or financial documents and should direct the borrower to the lender for any pre-closing disclosure questions.
Under the Gramm-Leach-Bliley Act (GLBA), NSAs who handle nonpublic personal information are required to:
Answer: Implement safeguards to protect NPI from unauthorized access or disclosure
The GLBA requires that entities handling NPI implement reasonable safeguards to protect that information from unauthorized access.
A borrower calls the NSA two weeks after signing to request a copy of their closing documents. The NSA should:
Answer: Explain that document copies should be requested directly from the lender or title company
NSAs do not retain copies of loan documents and should direct borrowers to the appropriate lender or title company for document copies.
During a signing, the borrower asks the NSA to witness a side agreement between them and the seller. The NSA should:
Answer: Decline, as side agreements are outside the NSA's authorized scope and could compromise the transaction
NSAs must stay within their authorized scope; notarizing undisclosed side agreements can jeopardize the loan transaction and violates professional boundaries.