Client Bulletin: April 10, 2025

Get What You Need Done Quicker with New, Improved Self-Serve Capabilities

We’re thrilled to introduce even more self-serve features that put the tools in your hands for more convenient access to your portfolio.

These self-serve tools are the fastest way for you to retrieve the data that is important to you.

Download Documents Directly from PolicyTech!

Thanks to a new self-serve feature, you can download policies directly from PolicyTech to obtain information as quickly as possible and eliminate the need to submit a CCM ticket. This is now the fastest path to obtain policy documents.

Additionally, PolicyTech users who also have Cenlar Call Recordings will now be able to download audio files. Those with Director access will again be able to cut/paste.

To enable this new capability, your application and setting changes will need to be modified. We have sent information to our on-record main point of contact at your organization. If you have not heard from them or your organization’s technology team yet, please contact them to identify how your setup can be modified to be able to self-serve and gain these capabilities. The specifications are available on CenAccess, under Reference Materials > User Manuals.

Cenlar is committed to making it easy for you to access information you need quickly and easily through self-serve capabilities.

Enhanced CCM Help Center Helps You Know When to Self-Serve

Before you submit a CCM ticket, be sure to check out our newly designed CCM Help Center to see how you can get best get help.

When you log into Cenlar Case Management (CCM), you will find important self-serve information right on the landing page that’s designed to help you get information faster, including on what self-serve options are available to you. Self-serve options are the fastest path to obtain documents and perform functions avoiding time delays.

You can select which category you want to review articles under Self-Serve Options > FAQ > Announcements. Then, click the article link you wish to review.

Check out the Help Center whenever you have a question, as we will be adding and promoting articles on an ongoing basis.

Update Homeowner Demographic Data Directly on Global Teller

If your organization needs to update a homeowner’s mailing address (except for HELOCs), email or phone number, you now can go directly to Global Teller to make changes the fastest way.

All the demographic update options are listed on the left-hand side of the main Global Teller landing page. If your users need Global Teller or if you need to update access to existing user IDs, please have your CCM Administrators submit a CCM ticket with a completed UAM form.

If you have a need for ongoing, high volume demographic data updates, submit a CCM ticket with a completed CRF form, as we have an automated solution that can assist you.

Continue to look in future issues of the Client Bulletin for more information on how we’re enhancing your ability to self-serve.

If you have any questions, please reach out to your client manager.

Regarding Lender-Placed Hazard Insurance

Given the current conditions in the hazard insurance market, we wanted to advise our clients on standard practice for obtaining lender-placed insurance (LPI) to secure hazard coverage when there is no evidence of a borrower-preferred carrier policy.

Cenlar obtains LPI coverage if the borrower fails to provide evidence of an active hazard insurance policy and after the required notices have been sent. If the borrower provides evidence of an active hazard policy after the LPI has been obtained, the LPI will be cancelled as of the effective date of the borrower’s policy.

The LPI cap for all states is $10M. This cap was changed from $5M on March 1, 2024 in all states with the exception of California. The State of California cap changed to $10M on Feb. 1, 2025.

The new cap will not apply until the current LPI policy expires, and only if a new LPI policy is required.

If you have questions, please reach out to your client manager.

New HELOC Statement and “How-to-Read Guide” to Launch May 1

As part of our effort to provide the best service to you and your homeowners, Cenlar will introduce a redesigned and enhanced HELOC statement on May 1. The revised statement aims to educate homeowners about their loan in an easy-to-read format and clear language, providing a better user experience.

Our “How-to-Read Guide” defines the various statement sections and terminology to help interpret the meaning and allow homeowners to stay on top of HELOC activity.

If you have any questions, please reach out to your client manager.

New Updates for XML New Loan Boarding and NLAI User Guide

We’ve made updates to our XML new loan boarding process and NLAI User Guide to ensure the best possible experience for you and your homeowners, as well as the best possible data quality as we service your homeowner’s loan.

These updates include:

• An XML interface edit to ensure the current appraised value is provided and no 0, blank or null. Please be aware that this edit will initially display as a warning and will be switched to a reject on June 30, 2025.
• XML response descriptions have been updated to provide more context on the expected values during onboarding to prevent the loan from being rejected. This includes several fields, such as missing co-borrower name, missing home phone number, missing property state, invalid year built and missing co-borrower listed red flag.
• Updates have been made to several fields to include more detailed information.

 

In addition, there are new updates to the NLAI user guide.

To help you with these changes, the following documents have been uploaded to CenAccess and include more details, for your reference:

• Exhibit A1 – XML Standard Interface File-20250319.xlsx
• Exhibit A3 – XML New Loan Boarding File Edits-20250319.xlsx
• Cenlar Web User Guide instructions (NLAI) rev 0325.docx
  2025-03 New Loan Transfer Instructions Change Summary.docx

 

Thank you for your partnership as we continue to enhance the new loan boarding process.

Supporting Client Needs with Disaster Dashboard Enhancements

We have added several enhancements to our disaster dashboard on CenAccess to provide you with more insights and information on loans that are in FEMA Declared Disaster zones.

• Enhancements will be live as of April 30 and include:
• A HELOC filter to isolate stats based on if the loan is a HELOC or not
• Updating claims data to show open, closed, pending, monitored and non-monitored claims for natural disasters
• Removing the logic restriction for the Disaster Impact Dashboard that omits any loans with a mailing address that has been impacted over the past 24 months from an earlier disaster that impacted Property Address
• Updating the scope of the dashboard to 12 months, making file smaller and more navigable

 

Also be on the lookout for a number of new fields, including fields regarding claims and forbearance. You can find the full list of new fields on CenAccess, under under Reference Materials > User Manuals.

We have made these changes to more easily support your needs for additional data points and filtering options. These additional data points allow you to see a single snapshot of loans in your portfolio impacted by natural disasters.

Cenlar Chief Digital Officer to Discuss AI Innovations on MBA Webinar This Week

Josh Reicher, SVP and Chief Digital Officer at Cenlar, will be one of the featured panelists on a webinar this week that will discuss how advanced AI voice agents are transforming the mortgage industry.

The webinar, scheduled for Thursday, April 10 at 2 p.m. ET, is presented by the Mortgage Bankers Association and is free to MBA members.

Panelists will focus on the power of advanced AI voice agents and their profound impact on the mortgage banking and mortgage brokerage industries, including how cutting-edge, human-like AI technology streamlines the customer experience and drives efficiency across operations.

Now Available: Regulatory Change Management Reports

The monthly Regulatory Change Management (RCM) reports are now available on CenAccess. Please refer to the Frequently Asked Questions (FAQ) document for any help navigating these reports.

 

Coming Soon: To further enhance our communication and for consistency and efficiency, we are preparing to transition away from our compliance change management mailbox to the Cenlar Case Management (CCM) tool in Q2 2025. Once this transition is made, CCM will replace our compliance change management mailbox channel.

 

Please continue to send your emails to compliancechgmngt@cenlar.com until we communicate that transition has been made. We strive to respond within two business days. Items received after 3 p.m. ET will be considered as received the next business day.

 

If you have any questions, please reach out to your client manager.