We check to Service Member site and save the results with the contract. We updated our procedure following an audit.
I will say it's tough to get banking center associates to remember to do the search AND scan it in to our imaging department. After I did an initial change management review following the update, we moved the search responsiblity to one of our backend staffers; she already sent an email to banking center employees when the box was past due and we only drill like five a quarter so it was just easier for her to do the search as well.