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Client Bulletin Publish Date: July 13, 2026

Introducing Intelligence Delivered

In May, we launched Intelligence at Work, a series of blog posts and infographics on Cenlar.com and social media posts on LinkedIn that featured how our efforts in innovation have delivered results for you and your homeowners. Much of what we discussed at June’s Client Summit also centered around this theme.

Today, we’re thrilled to introduce a new feature in the Client Bulletin that breaks this down even further. We’re calling it “Intelligence Delivered.”

Each issue, we’ll spotlight a key result from our innovation efforts with an explanation of what it means for you, much like the “Number of the Day” features you’d find in newspapers.

We are working every day to deliver a clearer, simpler experience for you and your homeowners. We are proud to share the fruits of these efforts today and in the weeks ahead.

Intelligence Delivered: Helping Homeowners with Escrow When and How They Want

More than 1/3 of homeowners who called us in June with an escrow question got the help they needed without any advisor assistance.

Escrow is our top call driver, and we’re proactively addressing it through innovations like our new escrow voice bot.

We continue to see the number of homeowners using the voice bot grow every month since we launched it in February 2026. We also have our escrow chatbot (which gets answers for 90% of all homeowners who interact with it), an expert and empathetic team of advisors and plenty of information and videos on escrow available on CenNet and our Cenlar.com website.

These are all tangible examples of how we deliver results based on our belief that consumer satisfaction is shaped by homeowners getting clear information, when and how they want it.

NYC DCWP Adopts Amended Debt Collection Rules

New York City’s Department of Consumer and Worker Protection (NYC DCWP) has adopted amended debt collection rules. These rules incorporate amendments with the purpose of clarifying the intent and applicability of previously adopted amendments relating to debt collectors operating within the five boroughs of New York City, effective September 1, 2026.

To support implementation of these requirements, this regulatory change encompasses 52 action tasks, six (6) of which have been completed, and twenty-nine (29) of which are aligned with current processes.

Most requirements align with Cenlar’s business-as-usual (BAU) processes; however, some material changes within the amendments have been identified.

The following are the updates to support compliance with the material changes identified:

  • Borrower Communications Management to update Validation of Debt letter content, Validation of Debt (VOD) Letter Procedure, and letter logic.
  • Customer Interaction to update the Cease-and-Desist Procedure.
  • Collections to update agent guided flow, Cease-and-Desist and (AGT) 3500 Helpful Correspondence Procedures, and communication frequency and dialer logic.
  • Default Compliance to update Vendor Demand Letter Issuance Desktop Procedure and related checklist.
  • Non-Routine Foreclosure to update Portfolio Integration Default – Foreclosure Setup Desktop Procedure.
  • Marketing and Corporate Communications to update public and private borrower websites.
  • Client Relationship Management to obtain client’s DCWP license number and retain within Business Partner Database.

 

Cenlar is committed to providing superior service to our clients. We are on track to complete all required deliverables no later than September 1, 2026.

If you have further questions, please contact your client management team.

One-Time Pin Numbers for Demographic Changes

Effective July 10, contact center representatives will require homeowners to provide a one-time PIN when requesting demographic changes by phone. The PIN will be sent during the call to the email address or mobile number on file, and the homeowner must provide it to the representative.

This enhancement adds another layer of security to make sure the request is coming from the homeowner and allows for the update to be completed immediately once the PIN is verified.

HELOC Accounts:

  • Used during account verification.
  • Required for phone number updates unless OTP was already used to verify the account during the same interaction. OTP may only be used once per interaction.
  • Not permitted for updating email or mailing addresses on HELOC accounts; existing processes remain unchanged.

 

First Mortgage Accounts:

  • Used to update phone numbers, email addresses and mailing addresses.
  • Not used during account verification.

 

If you have any questions, please contact your client management team.

New Enhancements to CenAccess

We are pleased to announce several enhancements to CenAccess designed to improve usability, strengthen data validation and enhance the overall client experience across Global Teller. These updates include user interface improvements, search enhancements, clearer messaging and additional loan data support.

Global Teller Enhancements include:

  • Improved search experience. Search results are now displayed more visibly, eliminating the need to scroll to the bottom of the page to determine whether results were returned. Users will also now clearly see a message when no search results are found.
  • The SSN search function has been corrected to improve search accuracy and reliability.
  • Client users with view-only access will now receive a clearer error message when attempting to select an edit option within demographic sections, explaining that the information can be viewed but not updated.
  • To further distinguish view-only access, edit pencils have been replaced with an eye icon on demographic screens where updates are not permitted.
  • Seasonal address information will now display properly on the Loan Detail page without being truncated.
  • Additional validation has been added to prevent a seasonal address stop date from being entered earlier than its start date.
  • The Cenlar logo will now display correctly on printed Loan Activity documents, providing a more complete print experience.

 

HELOC Dashboard Enhancements
The HELOC dashboard has been enhanced and features a more user-friendly design with improved data analytics. Key enhancements include:

  • Separation of HELOC, Home Equity and Construction loans
  • Freeze (stop) code trending
  • Product detail trending
  • eDoc trends over time
  • ACH trends over time
  • Loan count by state
  • Average draw amount by credit line
  • Utilization
  • Credit line
  • Interest rate distribution
  • Loan-level drill-through
  • Enhanced data dictionary

 

Portfolio Insights Enhancements
A Data Dictionary has been added to the Portfolio Insights Dashboard, providing clear definitions and descriptions of dashboard data elements and metrics.

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