Client Bulletin: May 11, 2026
REMINDER: Don’t Forget to Take the Client Pulse Survey
You should have received the Cenlar client check‑in survey from MarketCast earlier this month. Please look for an email from surveys@cenlar.marketcast.com in your inbox.
Your feedback is important to us. In addition to our regular touch points and our annual client survey each fall, we want to give you another opportunity to share how we’re doing and how we can better support you as a partner.
The survey closes May 18. If you haven’t taken it yet, we kindly ask that you set aside a few minutes to complete it.
We remain committed to providing you and your homeowners with exceptional service.
Reach the Right Homeowner at Exactly the Right Moment with Cenlar Recapture Program
Modest rate declines have brought many homeowners “back in the money,” creating a renewed wave of refinance opportunity. Refinance retention has climbed to a 3.5‑year high – reaching 28% in Q3 2025, according to the ICE Mortgage Monitor Report.
The Cenlar Recapture Program, powered by Ardley, is built to help clients capitalize on this moment by strengthening relationships and retaining more homeowners. With personalized insights and precisely timed engagement, your team can connect with homeowners when they’re most likely to act – making every conversation more relevant, more informed and more productive.
Some of the key offerings for Cenlar clients include:
- Data Analytics. Analyzes homeowner data to pinpoint customers looking to refinance.
- Real-Time Eligibility. Provides instant, personalized loan offers with live pricing, identifying eligible homeowners even with sudden rate shifts.
- Automated Engagement. The system automates outreach via existing lender channels (email, text) with personalized links, streamlining the application process.
- Seamless Integration. The platform integrates with existing Loan Origination Systems (LOS) and CRMs, enhancing, but not replacing current tools.
Through the Cenlar Recapture program, lenders closed 40% of Ardley leads and have seen an 8x ROI.
Cenlar Recapture helps LOs prioritize the right homeowners, start better conversations and close more funded loans.
To learn more about the Cenlar Recapture program, please reach out to your client management team.
BAU Process for Forbearance Now Effective
Supporting homeowners and ensuring they receive the assistance they need remains our top priority. With the conclusion of the recent government shutdown, we have transitioned back to our standard BAU process for forbearance offerings, effective Friday, May 8.
While homeowners facing a hardship associated with the government shutdown can still apply for assistance, they will be required to complete the standard intake questionnaire/documentation.
For any questions, please contact your client management team.
Inside IMN MSR in Dallas – Why Scale Matters
Last month, Senior Vice President of Business Development Matt Detwiler took the stage at IMN’s Mortgage Servicing Rights Conference in Dallas, joining a panel on AI, Data and Tech in MSR Management: Reducing Servicing Costs Through Innovation.
Matt and fellow industry leaders explored how AI is reshaping MSR operations – from machine-learning models that better predict homeowner behavior to new tools that unlock cross-selling opportunities and streamline servicing workflows.
Outside of the session panels, much of the chatter at the conference revolved around scale. Scale is becoming the deciding factor in most organizations. Smaller servicers and in‑house teams are likely to struggle because they can’t adopt AI fast enough, their loan portfolios are aging and rising Ginnie Mae defaults may hit them harder. Servicers with scale and technology are better prepared to succeed.
Our team is present at the industry’s most influential conferences, delivering timely, relevant and actionable market insights for you.
Senior Client Manager Jennifer Wilson Earns Cenlar’s Highest Honor
Kudos to Senior Client Manager Jennifer Wilson for being presented the Claudia Moore-Wallace Annual Award, Cenlar’s most significant honor.
Strengthening client retention and loyalty is one of Cenlar’s key business goals.
Jennifer exemplifies the very best of our organization, bringing a distinct yet equally impactful leadership style that drives results. Her philosophy on working with clients centers on asking thoughtful questions to understand our partners’ goals to craft the most effective solution.
Jennifer doesn’t just manage her partnerships, she leads them with a level of command that conveys confidence, accountability and integrity. In everything she does, Jennifer sets clear expectations, follows through on commitments and remains focused on delivering meaningful and measurable results.
The Claudia Moore-Wallace Annual Award is a formal, executive-supported recognition that was established to drive the core competencies that are at the forefront of Cenlar’s culture. It is named in memory of former employee Claudia Moore-Wallace, a proactive trainer, coach and mentor who tirelessly upheld Cenlar’s core competencies.
Closed for Memorial Day: Hours of Operation
In observance of Memorial Day, the contact center will be closed on Monday, May 25. Weekend hours will remain unchanged, operating Saturday, May 23 through Sunday, May 24 from 8:30 a.m. to 1 p.m. ET.
The Home Preservation Center will offer extended hours and will remain open until 5 p.m. ET, May 23 and 24.
Additionally, client reporting from Friday, May 22 will deliver as normal on Saturday, May 23. The remainder of Friday’s data will be delivered on Tuesday, May 26. There will be no data from Monday, May 25 to deliver, so normal daily reporting will resume on Tuesday, May 27.
REMINDER: Contact Center to Close Early May 21
On Thursday, May 21, our call center will close at 7:45 p.m. ET for an all-hands employee meeting.
If you have any questions, please contact your client manager.