COMPANY OVERVIEW
Founded in 1986, Essex Mortgage delivers a broad range of mortgage lending and servicing solutions rooted in borrower education, operational excellence and regulatory compliance. Headquartered in Florida, Essex operates in 49 states, DC, the USVI and Puerto Rico across government and conventional programs and is a top 30 GNMA servicer. In recent years, the company’s growth has been driven by technology-enabled efficiency, borrower retention strategies and compliance-focused operations. For more information, visit https://essexmortgage.com/.
CHALLENGE
Before adopting remote online notarization (RON) for loss mitigation, Essex relied on mailing documents to borrowers, who then had to arrange their own notary services and return executed packages. The approach frequently produced incorrect or incomplete notarizations, added shipping expenses and slowed timelines. Internally, teams spent valuable time tracking down missing or erroneous documents, and limited visibility into notarization status left staff reacting to issues rather than managing predictable milestones, which created friction for employees and borrowers alike.
“We needed a way to efficiently manage document notarization,” said Essex’s Chief Servicing Officer Nathan Sands. “We wanted more visibility and control to take some of the onus off our borrowers, reduce costs, and empower our staff to tackle higher-value tasks than document management.”
SOLUTION
Essex first encountered NotaryCam through a prior sub-servicer. At the time, Essex required RON capabilities for loss-mitigation workflows, and its subservicer selected NotaryCam to fulfill that need. After bringing servicing operations in-house, Essex integrated NotaryCam with its current providers, DLS Servicing Consultants’ WaterfallCalc and Asurity Technologies’ mortgage document technology. The continuity preserved a familiar borrower-first experience and kept the team on a platform already proven in Essex’s processes.
The collaboration between DLS Servicing Consultants, Asurity and NotaryCam generates efficient, compliant loan modification documents completed via RON to offer the greatest convenience for borrowers.
“Unlike other providers, NotaryCam offered a seamless integration with our current technology stack and demonstrated a deep understanding of mortgage-specific workflows,” said Sands. “This minimized onboarding friction and reduced the learning curve for our staff.”
RESULTS
Easy Implementation with Immediate Impact
Operational gains surfaced quickly as teams moved from chasing paperwork to advancing files with clearer checkpoints and fewer stalls. Early visibility into each notarization made it easier to spot issues, prompt action and keep loss-mitigation packages moving toward completion.
“We began to see measurable results within the first two weeks of implementation, particularly in reduced processing times and improved document accuracy,” said Sands.
The early wins built momentum across the pipeline, and as accuracy trended up and rework trended down, cycle time became more predictable. Staff could devote more attention to proactive servicing rather than exception handling.
Improved Accuracy and Visibility
RON sessions guided by NotaryCam’s team of experienced, in-house notaries and intuitive software reduced incorrect and incomplete packages by more than 50%. The decline in exceptions reduced resubmissions and back-and-forth with borrowers, which had previously absorbed staff time and extended timelines. With cleaner packages completed on the first pass, downstream steps became more orderly and predictable.
“We’re handling literally half as many errors and incorrect documents. Borrowers are connecting with qualified notaries more easily, and we’re able to monitor and ensure everything is handled correctly,” said Sands. “It’s saving a lot of time, bolstering our compliance efforts, and leaving everyone happier by the end of the process.”
Teams also gained line-of-sight into each notarization with status checks and prompts to keep files moving, which supported targeted reminders, helped Essex meet milestones and reduced avoidable fees tied to delays.
“NotaryCam has streamlined our operational workflows, introduced greater visibility into the notarization process, and provided our borrowers with a simple, digital-first experience,” Sands said. “The result is both improved efficiency and a more modern, borrower-friendly approach.”
Enhanced Cost Savings and Better Experience for Distressed Borrowers
Moving from ink-signed mailings to digital sessions powered by NotaryCam eliminated postage and shipping outlays for Essex while also reducing the risks of lost or damaged packages. Direct expense reductions were paired with time savings for staff and borrowers, which compounded the financial impact.
“By reducing manual intervention, lowering costs, and accelerating turnaround times, NotaryCam has delivered a strong return on investment and freed our team to focus on higher-value servicing tasks,” Sands said. “It’s a huge cost savings. And it also increases security, accuracy, and time savings for both the borrower and our employees.”
Borrowers experienced a simpler, more predictable process with clearer next steps and faster completion. Essex complemented the online notarization experience with live video education to prepare borrowers for what to expect, which reduced confusion and kept files moving.
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