Client Bulletin: August 25, 2025
Cenlar Is Leveraging AI to Create a Better Homeowner Experience
Cenlar EVP and COO Leslie Peeler took to the stage at the HousingWire AI Summit Aug. 12 to discuss AI Use Cases in Servicing.
During the one-on-one conversation with HousingWire’s Brena Nath in front of the summit audience in Dallas, Peeler described how artificial intelligence is reshaping mortgage servicing, with examples pulled straight from what we’re doing at Cenlar.
Our Live Chat, for example, delivers instantaneous responses to homeowners, with an 85% homeowner satisfaction rating and an average of 150,000 interactions every month since we implemented it five years ago.
We’re also giving our agents tools designed to help them be more responsive to homeowners’ needs. Our AI-generated call transcription technology allows for real-time automated call summary notes and is designed to make our contact center agents’ after-call work quicker, so we can be more responsive to homeowners. AI-generated call transcription increases speed, compliance and consistency of notes and remarks across all our agents, enabling them to understand callers better. It also enables other future advances, including real-time coaching for agents.
These are just a few of the ways that Cenlar’s innovation has led the way in transforming servicing as a whole.
“Servicing had a reputation for several years as being kind of second to origination,” Peeler said during the session. “And I do think that with all these capabilities, I don’t think servicing needs to take a back seat to all of the technology investment that always comes with origination.”
Read more about Peeler’s discussion in HousingWire.
What’s New and Notable? Find Out September 10
Please join us for the latest in our series of regular updates.
WHEN: Wednesday, Sept. 10 at 3 p.m. ET
WHERE: We will send you a link to the live update closer to the date of the event
The program will feature a panel discussion with Cenlar executives following the theme, “What’s New and Notable @ Cenlar”. They’ll discuss how our efforts in the homeowner and client experience and with our bank charter are transforming not only how you work with Cenlar but what’s possible for the servicing industry as a whole.
Please note, this call is for current Cenlar clients only. Although you may forward this invitation to interested parties within your organization, please do not forward the meeting link to other third parties. Any information shared on the call is subject to the confidentiality provisions of your respective subservicing agreement.
An Update on VASP
As we previously shared in the May 19 issue of the Client Bulletin, the VA announced in April of this year that the Veterans Affairs Servicing Purchase Program (or VASP) is coming to a close. Applications for processing new VASP applications, including new Trial Payment Plans (TPPs), ended at that time, in April 2025.
As a result, Cenlar updated the VA loss mitigation waterfall to remove the VASP program and reflect the waterfall outlined in Chapter 5. VASP TPP can be submitted to the VA for certification until Aug. 31, 2025. The VA is still purchasing loans for veterans in active TPPs, but those purchases are contingent on the availability of funds.
Cenlar is continuing to monitor for status updates on the small number of remaining loans in the VA purchase process pipeline. There will be no VASP payments after September 30, 2025.
We appreciate your partnership as we work toward resolving the impacts of this winddown.
If you have any questions, please contact your client manager.
National Mortgage News: Cenlar ‘Breaking the Mold’ with Bank Product Innovations
National Mortgage News featured Cenlar earlier this month as a mortgage industry innovator that’s breaking the mold for how we are using our bank charter to deepen our relationship with our clients and offer products — especially a mortgage loan conduit and mortgage finance lending — in a way that isn’t available anywhere else.
The article quotes Chief Banking and Capital Markets Officer JB Long as saying, “Having the loans on our platform affords us to cross-collateralize in a way that we can be unique in how we’re positioned to help our clients.”
At Cenlar, we’re relentless in our pursuit to be a better partner to you, our clients—a partner that helps you grow, compete and win. That’s why we’re leveraging the power of our commercial bank to deliver more value to you.
We’re actively acquiring HELOCs, purchasing bulk pools and establishing ongoing flow relationships, giving you access to a dynamic and scalable liquidity solution.
Reach out to your client manager—or directly contact Keith Dyer, VP of Mortgage Acquisitions, Relationship Management at krdyer@cenlar.com or (267) 685-7156—to explore how Cenlar can be a stronger, more strategic partner for you.
Labor Day Observance
Cenlar will be closed Monday, Sept. 1, 2025, in observance of Labor Day. Any files received on Monday, Sept. 1 will be processed the night of Tuesday, Sept. 2. Output will be available the morning of Wednesday, Sept. 3.
Reminder: Cenlar Supports Agency eNote Requirements
As part of our commitment to provide clients with digital capabilities, we are pleased to support agency and Ginnie Mae eNote requirements.
What are a few benefits of eNotes?
• Reduces errors
• Provides better security and compliance measures
• Streamline operations
• Improve homeowner experience
• Instant delivery to secondary market
• Improved post-closing workflows with automation
If you have questions about eNotes, please contact your client management team.