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
CI and DCC Phone System Fully Operational
We are pleased to report that we’ve resolved the issue that caused some calls to be blocked. Our telephone system is now fully functional.
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
Extension of Month-End Processing
Cenlar is providing extended payment processing for the month of January by extending our Friday night cycle to allow for Saturday processing. As a result, GL files, extracts and reports normally delivered on Friday night will begin processing on Saturday evening and will be available no later than the morning of Monday, February 1. Please … 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
Client Bulletin – December 18, 2020
Special Notes About the Holiday Season Year-End Schedule With the end of year upon us, please be mindful our Christmas and New Year’s holiday hours, reporting schedule and timing for purging of loans. Closings All Cenlar offices will close Thursday, December 24th (Christmas Eve) at 3:00 p.m. local time (NJ, MO, and AZ) in observance … Continued