New Customer Service Digital Program to Offer Enhanced Customer Service Representative, Homeowner Experience Customer Service Digital (CSD), a new web-based application, will soon enable our contact center representatives to offer homeowners vastly improved service. CSD will decrease the need for “screen switching,” or flipping back and forth among different internal screens. Representatives can view prior … Continued
Addressing the CFPB’s 2021 Mortgage Servicing COVID-19 Final Rule and Gap On June 28, 2021, the CFPB issued a final rule amending certain provisions in Regulation X regarding additional assistance for borrowers experiencing a COVID-19-related hardship. The final rule temporarily adds to existing foreclosure protection conditions in certain circumstances. From August 31, 2021 through December … Continued
CFPB Issues COVID-19 Mortgage Servicing Final Rule On June 28, 2021, the CFPB issued a final rule amending certain provisions in Regulation X regarding additional assistance for homeowners experiencing a COVID-19-related hardship. The final rule applies to all closed-end mortgage loans secured by a homeowner’s principal residence, regardless of whether the loan is federally backed … Continued
New Case Management Platform Update In May we began to roll out a new web-based Cenlar Case Management (CCM) platform. CCM was created to replace the dozens of email boxes we relied on with a centralized, easy-to-use process for identifying, prioritizing and tracking issues from the moment they come to us through resolution. As a … Continued
Property Inspections for FHA Properties in Forbearance A recent report by the New York Federal Reserve found that borrowers with FHA-backed mortgages were more likely to enter forbearance and eventually end up in delinquency as an outcome of the pandemic. Therefore, clients should be aware that FHA loans may hold unforeseen risk when it comes … Continued
New Case Management System Rollout Underway In May we began to roll out a new web-based Cenlar Case Management (CCM) platform. CCM will enable you to request support and track responses in real time, so you can finally say “goodbye” to our email request system. Here are just some of the benefits coming your way: … Continued
New CenNet Enhancements to Improve Borrower Experience On Thursday, February 18, we introduced several enhancements to CenNet, our borrower-facing website. These new features will continue to improve the borrower’s ability to make payments and get the help they need when they need it. Improvements include: Future-dated Payments. Borrowers can schedule a payment as many as … Continued
Contact Center Transformation Update Last month’s Client Bulletin featured an article that explained Cenlar’s 2021 plan to transition current legacy contact centers to a unified, cloud-based operating platform. This transition from our existing platform, which relies heavily on cell phone networks and connectivity for remote agents, will lead to a reduction in dropped calls due … Continued
Client Bulletin – January 29, 2021
Citrix Transition to Azure CloudOver the past few months, Cenlar has been working to transition clients from Citrix to Microsoft Azure. Migration to Azure will enable us to upgrade servers and operating systems seamlessly, as well as institute additional security processes and procedures. We are pleased to let you know that Citrix testing has been … Continued
Client Bulletin – January 15, 2021
Martin Luther King Day Holiday In observance of the Martin Luther King, Jr. Day holiday, Cenlar’s corporate offices will be closed on Monday, January 18, 2021. Any files received on Monday, January 18th, will be processed the night of Tuesday, January 19th, and output will be available the morning of Wednesday, January 20th. While our … Continued