Client Bulletin 07/07/21

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 reminder, CCM offers:

• Real-time Tracking and Transparency – CCM will enable you to follow your request and manage the communicated target resolution timeframe.
• Prioritization and Escalation – With the new platform and process, you can prioritize the level of your request and escalate it within the platform.
• Real-time Pipeline Monitoring and Reporting – Your organization can track and monitor all requests submitted either at an individual or an organization level.  Management reporting is available.

Nearly half of our clients have been transitioned to CCM as part our first and second waves of implementation, with subsequent rollouts scheduled for July through September.

Seeing, so far, has been believing. Clients find they no longer need to look up which box to send requests to, or follow up with calls and emails. And they say CCM offers a streamlined, faster and more efficient resolution process. For example, once a ticket is dropped in CCM, the query is assigned to a dedicated single point of contact who researches the issue and provides a timely response. If another resource is needed, the case is assigned to an additional expert to trouble shoot and resolve the problem.

“With a majority of our clients now onboarded to CCM, we’re encouraged by the progress we’re seeing, said Nancie Merrick, Senior Vice President, Servicing Operations. “Adoption to the new system has been relatively easy. And, importantly, CCM is giving our clients a new window into how and how quickly we’re resolving problems.”

Next Steps

While CCM is still evolving, further enhancements are expected throughout 2021.

Meet Jim Scott, Vice President

We’re pleased to welcome back and introduce Jim Scott, Vice President. Jim has more than 25 years of experience in default management. From 2012 to 2019, he was our Vice President of Default Operations. He will be working with Bob Hora, Senior Vice President of Default Operations and client management to identify and resolve any loan-level issues and process challenges related to ending homeowner forbearances. He will also serve as a client liaison, providing a granular understanding of how our default operations work.

“Clients want to know what steps we are taking to help homeowners exit forbearance and enter into a loss mitigation resolution to get their loans in performing status,” he says. “My Cenlar default operations experience, plus my overall default experience, will enable me to be serve as a go-between for clients and their homeowners as well as for internal Cenlar default operations.”

Jim has been impressed by all of the changes Cenlar has made since the pandemic began. “Cenlar was able to quickly leverage technology and reach homeowners through enhanced websites, homeowner portals, chatbots, AI, email and text all while working remotely,” he says. “We are likely to see increased usage of remote online notarization (RON) for loss mitigation documents in the near future and more efforts to allow homeowners to self-serve on their terms through technology.”