RSS Category: 01 CenAccess Client Advisory

As a federal government shutdown on October 1 now appears likely, we want you to know that Cenlar is closely monitoring the situation and preparing for impacts to homeowners as well as servicing operations. This isn’t the first time we’ve managed through circumstances like these. We navigated the last shutdown nearly five years ago and, … Continued

  We’re always looking to identify and address ways we can enhance business processes and the homeowner experience. And that’s where our Touchpoint Analysis initiative, or TPA, comes in. In short, TPA is program that gathers data and analytics across Cenlar in order to help us quantify homeowner and client pain points. Started in 2020 … Continued

We learned you may have received some ad hoc reports this morning that contained data from the previous day. Please note: we have confirmed that all Black Knight reporting/extracts are correct and have been distributed. Our team is troubleshooting the issue, and will rerun all ad hoc reports by 8 p.m. this evening. In the … Continued

New Natural Disaster Menu More Quickly Gets Homeowners Help We’re always working to ensure your homeowners receive the best care possible, particularly in their most trying times. With this in mind, we’ve enhanced how we manage calls from homeowners affected by natural disasters so that they get the assistance they need more swiftly. Historically, homeowners … Continued

Complaints Reporting Changes Coming in 4th Quarter 2023 As we continually fine-tune how we serve you and your homeowners, we will be enhancing our existing Complaints reports in the coming months. Updates include consolidating all complaint levels into one tab for ease of ingestion and refreshing complaint types for better trending. We plan to implement … Continued

As part of our ongoing effort to keep you informed, each month we send to you a summary of the work we’re doing to ensure compliance with the ever-changing regulatory landscape. Below you’ll find our Regulatory Compliance Change Management summary as of May 31, 2023. To provide you more information, as well as an opportunity … Continued

New Technology Refines the ACH Experience for Homeowners At Cenlar, we are working to automate our controls, with the goal of reducing manual tasks. We know that automation helps remove the risk that comes with manual processes, and, importantly, helps prevent errors and create a faster, more efficient process for you and your homeowners. This … Continued

We’re aware of an issue with our Pending Sats report where some loans remain on the report as incomplete when they actually are completed. We are assessing this issue, and working towards resolution. We will let you know when it has been fixed. In the meantime, if you have an urgent need to validate specific … Continued

Delivery of reports will be delayed this morning until approximately 10 a.m. ET. We will follow-up with a root cause of yesterday and today’s events as soon as we have more information.

We’re always focused on refining the experience you and your homeowners have with us. In this spirit, we’ve made enhancements to provide consistency, quality and efficiency for you regarding homeowner compliant reporting. We’ve already seen the results of these changes, with complaints substantially down year-over-year. What We’ve Done We’ve updated the annual Level 1 complaint … Continued