RSS Category: 01 CenAccess Client Advisory

We have successfully completed the hardware fix to address this week’s connectivity issues. Our contact centers are open this morning and taking homeowner calls. Our client-facing applications are working. All of last night’s reports have been delivered to you as normal. We are working to deliver a root cause analysis to you.

Our Cybersecurity Philosophy and Overview As a leading mortgage subservicer, Cenlar fully understands the security implications of existing and emerging cyber threats. We make security a priority to protect our own operations and your homeowner’s data, which you have entrusted to us. We are committed to your business excellence and the protection of your data. … 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 October 31, 2023. To provide you more information, as well as an opportunity … Continued

Our vendor has resolved the issue with Director, and our call center is fully operational.

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 September 30, 2023. To provide you more information, as well as an opportunity … Continued

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