Client Bulletin 8/27/21

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 transactions, calls, online activities and other issues immediately.

CSD is expected to deliver a cohesive experience between agents and homeowners because the application is powered by the same technologies behind our homeowner website platform, CenNetTM and the Cenlar MobileTM app. Since the interface and data sources are similar, the transactions behave the same.

Representatives will now have a “single pane of glass” experience, making their and the caller’s experience faster and cleaner. For example, each time a homeowner calls us, the agent will see a screen pop-up with detailed information about the homeowner. This information will include whether the homeowner is on forbearance, recent payment history and past inquiries. Every detail will be automatically populated to minimize the steps agents initiate to answer a homeowner’s inquiry, creating a better agent and homeowner experience.

“CSD will transform our customer service and how we respond to your homeowners,” said Shanth Ananthuni, Director of Information Technology. “It will provide a seamless experience for homeowners and modernize the interface our mortgage service professionals are using.”

Next Steps

CSD is currently being rolled out in phases to ensure optimum agent training.

Labor Day Holiday

In observance of the Labor Day holiday, Cenlar will be closed on Monday, September 6, 2021. Any files received on Monday, September 6, will be processed the night of Tuesday, September 7. Output will be available the morning of Wednesday, September 8, 2021.

If you have any questions, please contact your Client Manager.

New Client Support Options Matrix Now Available

An updated Client Support Options Matrix has just posted on CenAccess. This matrix can be found under the Support tab and then by clicking on “Need Assistance?”

The Client Support Options Matrix provides an easy way to identify both direct-path and self-serve options for you and your member/borrowers, and includes additional email boxes and updates. We will continue to update the matrix until all clients have been transitioned to our new CCM system.