10
Sep
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Client Bulletin 9/10/21

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 Addresses dropdown options and request that we whitelist your additional IP addresses/ranges (or remove retired IP addresses). Not currently on CCM? Send the IP address request change to your client manager and we’ll do the rest until you begin using CCM.

Cenlar commonly whitelists all client IP addresses as an additional security layer to protect your data when accessing our applications. For this reason, you may want to consider setting up an internal process with your technology teams to notify you (not them) of IP address changes. Your CCM Client Administrator can thereby inform us directly whenever an IP address change is made.

AVM Billing

Fannie Mae has retired its Automated Property Service™ (APS). Going forward, only Fannie-Mae loans will run through their APS. Our Loss Mitigation and Underwriting teams rely on Automated Valuation Models (AVMs) to provide estimated values and confidence scores for loan modifications. All non-Fannie Mae loans will now be run through a different model, which will be reflected as a pass-through charge on client invoices.

For more information, please contact your client manager.

CCM Training Kit on CenAccess

Are you ready to step up to the new Cenlar Case Management (CCM) platform? If so, we’ve got just the “ticket.” A new CCM Training Kit has just been posted to CenAccess, so you can get up to speed in a flash.

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.

New Homeowner Call Satisfaction/Quality Survey

Starting this month, callers will be able to provide immediate feedback about their conversations with us. At the conclusion of the call, the homeowner will be prompted to remain on the line and complete a three-question survey.

Our new survey is designed to provide more accurate and valuable feedback to help us monitor and improve call-center performance and the homeowner experience.

Survey Questions

Q1: How would you rate the professionalism and friendliness just provided by our representative?
Please rate from 1 to 5, with 5 being excellent.

Q2: Related to the reason for your call today, how knowledgeable was the representative you spoke with?
Please rate from 1 to 5, with 5 being very knowledgeable.

Q3: We’d like to know if we resolved the reason for your call.
Please rate from 1 to 5, with 5 being completely resolved.

Please contact your client manager if you have any questions about the improvements we have made to our survey.