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Client Bulletin: January 22, 2024

New Form Streamlines Client User Access Requests

We are introducing a new User Access Request submission form to streamline and standardize the client user access request process. The new form, effective Thursday, Feb. 1, can be found on CenAccess, under Training & Reference/Servicing Overviews/Technology/Client Name.Cenlar User Access Request Form 010324.MMDDYY. You should no longer use the existing CCM End User Bulk Import Template.

Your organization’s CCM administrators will use our new User Access Request form to submit user access requests via CCM for any Cenlar client-facing application. All they have to do is complete the form and attach it to their CCM ticket.

As a reminder, only CCM administrators are authorized to submit user access requests, by selecting the following drop down:  Technology Needs/System Access for End User(s). All requests submitted by non-administrators or using a different drop down will be denied.

Your organization’s CCM administrators should follow the below guidance when completing the form:

  • Enter all users that require action on the form
  • Enter user requests on the following tabs:
    • Tab 1:  Enter user access requests for all Client facing applications other than CCM
    • Tab 2:  Enter user access requests for CCM access only
  • Follow instructions that appear at the top of each tab and in the column headers
  • When all entries are made, save the file in the file name format inserting their organization’s name and date submitted. For example, ABC Mortgage.Cenlar User Access Request Form 010324.020124.

How to Request Year-End Balance Confirmations

With 2023 in the books, we wanted to remind you of the process to request 2023 Year-End Balance Confirmations to fulfill your annual oversight audit requests for this information.

We are using the same streamlined process as last year. To submit a request, please use CCM, selecting the following drop down:  general servicing/investor reporting/investor conversions/audit confirmation requests. Please do not email your Client Manager or any other email box with requests for 2023 Year-End Balance Confirmations.

Please inform your internal audit, oversight or QC teams regarding this process.

Simplifying Document Requirements for Asset Loans

It is our mission to always ensure the most comprehensive and efficient process possible for homeowners who need assistance.

As part of this mission, we have aligned our loss mitigation document requirements with Fannie Mae for asset loans, unless we have received prior alternate directions from you. Likewise, we are utilizing Fannie Mae requirements for any homeowner with an asset loan seeking a disaster forbearance. The purpose of this change is to simplify and reduce the amount of documents collected to process a disaster forbearance. The goal is to provide homeowners with a consistent and more efficient experience when dealing with a disaster.

If you have any questions about either of these changes, please reach out to your client manager.

Regarding ‘Invalid Loan Number’ Error Messages

We’ve been alerted to instances where clients using Director have received an “Invalid Loan Number” error.

This error means one of two things:

  • The loan number has been entered incorrectly, and is not an actual Cenlar loan number
  • The loan number is correct, but the loan is no longer active and has been purged from the system

 

We have been receiving CCM tickets and calls to the Help Desk related to this error message. Unfortunately, Cenlar cannot resolve this error for you. If you receive an “Invalid Loan Number” error, please ensure the loan number entered is the Cenlar loan number and validate that the loan is active.

New Homeowner Email List Now on CenAccess

We have posted a list on CenAccess of all of the emails that we send to homeowners.

To access this list, go to the Training & Reference menu on CenAccess, and select “User Manuals.” The file name is “Email Listing for Clients 01.15.24.”

This file is updated with the most-recent list of homeowner emails once each month.

In Case You Missed It: Cenlar’s 2023 SOC 1 Report

As we announced in a January 18, 2024 Client Advisory, Cenlar’s SOC 1 Report was issued Wednesday, January 17, 2024. The following documents, as part of Cenlar’s SOC Report Package, are available in the “About” section of CenAccess:

  1. Cenlar’s SOC 1 Report (covering the period of January 1, 2023 – September 30, 2023)
  2. Bridge Letter (covering the period of October 1, 2023 – December 31, 2023)
  3. FAQ to assist all users of this report further understand some common questions regarding the SOC Report issued

 
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