Business Units Adopt Enhanced Risk Management Approach We wanted to update you on Cenlar’s mission to continually improve how we serve you and your homeowners, as we’ve redoubled our commitment to strengthening our risk management program. The following — while not the entirety of our work — are some examples of how we’re doing this … Continued
Cenlar to Enhance Branch Feed Payment Process Many clients accept homeowner payments in their branches and then send these payments to Cenlar via a lockbox file (“branch feed”). Each branch feed triggers a series of complex steps between us and our clients, which we have been working to simplify. Branch feed files typically are ingested … Continued
Homeowner Assistance Fund Update Last month, Cenlar shared initial information about the Homeowner Assistance Fund (HAF) program, a part of the American Rescue Plan Act that will provide $9.961 billion to states, Washington, D.C., territories, and tribes for homeowners impacted by COVID-19. Each state HAF program must be reviewed and approved by the U.S. Treasury … Continued
Homeowner Assistance Fund Update Our October 8, 2021 Client Bulletin shared initial details regarding the newly created Homeowner Assistance Fund (HAF) program. HAF, which was included in President Biden’s American Rescue Plan Act of 2021, will provide $9.961 billion to states, Washington, D.C., territories, and tribes for relief to homeowners impacted by the COVID-19 economic … Continued
Upgraded IVR to Enhance the Homeowner Experience In October 2021, we began to reimagine our entire IVR response system with an eye toward enhancing homeowner service. The first part of the project, which focused on the greeting and authentication process, has now been completed. Our next steps are focused on delivering a better overall caller … Continued
New Same-Day Homeowner Call-Back Assist with Scheduling Capability We recognize that your homeowners are busy people and want to connect with us quickly whenever a question arises. That’s why we’ve launched a new same-day homeowner call-back assist program that enables callers to schedule a callback via the IVR. How to Schedule a Callback Callers who … Continued
Your New Options for Submitting a Client Request Cenlar Case Management (CCM) has eliminated the need for most client-facing email boxes. With this in mind, on October 12 we updated the Client Support Options Matrix to remove client-facing email boxes that transitioned to CCM and made adjustments to the Investor Reporting support email box options. … Continued
Your Opinion Matters. Look for Our Annual Survey in Your Inbox! Our new client survey is being sent via email from Phoenix Marketing International, a market research firm well-known in the areas of client experience and financial services. Please be on the lookout for the survey and be sure to check your spam filter if … Continued
Coming Soon! Our Client Experience Annual Survey Your opinion of our service is vitally important to us. That’s why each October we ask you to complete a client experience survey so we can hear from you in a formal way, as well as through our regular conversations. We are committed to listening to what you … Continued
Have You Whitelisted Your IP Addresses? Business is always changing, especially when it comes to technology. So if your organization has changed or plans to change IP addresses, it’s important to let us know. It’s easy to do on CCM. CCM Client Administrators can simply drop a CCM ticket using the Technology >> Whitelisting IP … Continued