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. CCM was further enhanced as part of this process. The chart below provides a quick, at-a-glance summary of all changes for your convenience.
The new Client Support Options Matrix has been posted on CenAccess and can be found under the Support tab and then by clicking on “Need Assistance?” If your request type is not listed on the matrix, it has been transitioned to CCM. Please share this information with your CCM users and administrators.
Summary of Changes
Client Support Options Matrix Change
New option added: General Servicing / Satisfaction Lien Release / Loan Level Action / CEMA
Reminder: if you are submitting a MERS Audit finding, you would use Audi t/ Client Oversight / Vendor Oversight / Findings
General / Inquiry Process dropdown options are being consolidated into 1 sub-category to improve our clients’ selections in this request type
Year End request options added under:
General Servicing / Loan Maintenance
Bulk 1098 Corrections
Pre-Year End Correction
Post-Year End Correction
Change of Ownership Letter
Payment Processing Changes to Meet TILA Requirements
Homeowners, on occasion, send us payments that lack a valid loan number (non-conforming payments). When this occurs, Cenlar uses multiple data points to identify valid loan numbers, including borrower/co-borrower name, mailing/property address, old loan number, payment amount, and client name. Two data points received with the payment must match the loan on our system. If our loan search is unsuccessful our practice has been to hold these payments for a period of time, giving clients and homeowners an opportunity to match up the loan and payment.
To ensure Cenlar is following best practice and handling non-conforming payments timely, payments received without a valid loan number will be returned to the sender beginning December 1, 2021. Prior to returning a payment, we will continue to follow the process outlined above to identify valid loan numbers.
If your organization receives a periodic copy of our CID (Cannot ID) log, this log will no longer be distributed after the effective date.