Client Bulletin: April 21, 2025
Introducing Our New HELOC Statement and “How-to-Read Guide”
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.
To get a first look at the new statement and how-to guide, go to CenAccess, under Reference Materials > User Manuals.
If you have any questions, please reach out to your client manager.
New Updated Client Request Form
This is to inform you that we have enhanced the Client Request Form (CRF) that is attached to CCM tickets when requesting additional services or products.
The form has been enhanced for easier completion and includes a new description field to support longer and more detailed language to better help facilitate request assessment.
Please note that the version on the Support Page in CenAccess will be updated in the near future. Please obtain the form on CenAccess, posted under Reference Materials > Cenlar Case Management (CCM).
If you have any questions, please reach out to your client management team.
Meet with Us at MBA Secondary and Capital Markets Conference in New York
We will be in New York City May 18-21 for the Mortgage Bankers Association’s Secondary and Capital Markets Conference. We are excited to meet up with you.
If you are planning to be in New York for the MBA Secondary, please reach out to your Client Management team member to schedule a time to meet with Cenlar leaders. We look forward to thanking you in person for your partnership and discussing how we can further strengthen our relationship.
You can also DM Matt Detwiler on LinkedIn to coordinate a date/time to meet.
Pro Tip: How to Get Homeowners Help Immediately
We’re committed to ensuring the best possible service to your homeowners. As part of this commitment, we wanted to share the following suggestion to reduce friction and speed service delivery to homeowners.
For clients that are sending requests via CCM for homeowner callbacks, if a homeowner reaches out to you or your call center directly with a question or support request, please be sure to first ask if they have visited our website or contacted Cenlar directly using the correct 800 phone number set up to handle calls from your homeowners. Many times, this will be the best and fastest way for the homeowner to address the inquiry.
Although we do our best to contact a homeowner based on a CCM ticket request, often it is difficult to make contact with them. In most circumstances, we are referring them back to our call center after attempts to make contact have failed.
If a homeowner is having difficulty and has already tried to contact us directly without successfully addressing their concern, we will continue to support callback attempts. However, a call directly to our call center still offers the best chance for a homeowner to connect with someone that can fully address a request or concern immediately.
Thank you for your partnership.
Thank You for Joining Our Inaugural Women’s Panel
Thank you to those who joined us for Cenlar’s inaugural Women’s Panel – Leading Women: A Conversation on Careers in Banking & Housing on April 8.
The women on our stage — Sara Avery, Diane Casey-Landry, Tela Mathias and Allison Schoenthal — shared invaluable lessons and insights about resilience, mentorship and the critical role women play in our industry. For some of the great insights and takeaways from the panel, click here to see more.