How to handle questions from signers.
Signers will ask you all types of questions, but which ones should you answer? The notary should be an expert at knowing what information is where in the loan package. The notary should summarize what topics are addressed in each document WITHOUT explaining what the terms of the loan are, or anything specific about the paragraphs or phrases in any of the documents.
If the signer wants to know where his rate or payoff information is, the notary should be able to quickly identify which document has that information. If the signer wants the notary to explain the prepayment penalty, the notary should find where it is in the document, and let the borrower read it on their own or ask the lender to explain what it means.
Don't give legal advice. Explaining the documents is the same as giving legal advice. Be helpful in steering people in the right direction without overstepping you boundaries.