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Client Bulletin: June 12, 2023

New Technology Refines the ACH Experience for Homeowners

At Cenlar, we are working to automate our controls, with the goal of reducing manual tasks. We know that automation helps remove the risk that comes with manual processes, and, importantly, helps prevent errors and create a faster, more efficient process for you and your homeowners.

This year, one such area of focus has been payments through ACH. Thanks to this focus, ACH rejects have fallen to an all-time low, and continue to drop month-over-month.

We recently introduced an enhancement to create a smoother experience for homeowners enrolling in ACH on the CenNet homeowner website. This new enhancement automatically inputs the name of whoever established the online session into the name field when making a payment through ACH. Since we already know who has requested enrollment, this eliminates a scenario that occasionally led to homeowners who were eligible to enroll in ACH being rejected.

This project is just one example of how we’re working each and every day to refine and enhance the experience homeowners have with us.

Cenlar Experts to Present at ABA Risk and Compliance Conference

Experts from Cenlar will present during four sessions at this year’s American Bankers Association “Risk and Compliance Conference” at the Henry B. González Convention Center in San Antonio, Texas, June 13-16.

Lynn A. Tarantino, CRCM, CAMS, Senior Vice President, Chief Control Officer, will speak at the “Managing the Risks and Rewards of a Hybrid Workplace” and “Root Cause Analysis and Remediation Plan: How Do You Measure Your Program’s Effectiveness?” sessions.

Laura Ann Pontelandolfo, Assistant General Counsel, will speak at the “Mortgage Servicing” session, which Tarantino will moderate.

Michael Ambrosius, Chief Technology Risk Officer, will speak at the “Cloud Vendor Management” session, where he will discuss the appeal to the cloud, oversight, and risk associated with the cloud.

The ABA says the conference will provide bankers information and insight they need to continue to “hone their skills and expertise in their respective risk and compliance areas — while examining the connections between the two and exploring best practices and leading solutions to help mitigate risks and meet regulatory expectations.”

You can learn more about the American Bankers Association Risk and Compliance conference here.

Important Updates to How You Work With Us

Add New Tech Help Desk Email to Your Address Book
With the implementation of a new platform used by our Technology Help Desk, your organization will be receiving help desk responses from a new email address:cenlar@service-now.com. Emails from this address are legitimate emails from Cenlar. Please inform the technology team at your organization that emails from this address should be accepted to ensure they are not blocked by your firewalls and can be delivered to the end user. Thank you.

Call Recording Guide on CenAccess
As you’ve read in recent Client Bulletins, we have a new offering for clients to self-serve their homeowner call recordings.

We’ve created a new job aid for your convenience so you may get the most out of this new feature. You can find the job aid on CenAccess, posted under Training & Reference > User Manuals.

Assurant fax number removed from FAQ
We’ve made an update to the client FAQ document on CenAccess to remove Assurant’s fax number from the question, “Where can I send a copy of my new insurance policy?”

Assurant has discontinued using fax as a means to update. Instead, you should use their website or regular mail.

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 05.15.23.”

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

MBA Highlights, Honors Cenlar Employees

Business Control Director Lauren Tabas was recently featured in NewsLink, the MBA’s publication for industry professionals. Tabas, a recipient of the Path to Diversity Scholarship, spoke to the editor at NewsLink about why she continues to explore educational opportunities through the MBA.

Continuing the legacy of furthering our expertise, two Cenlar employees — Business Control Director Cecilia Collins and Business Control Manager Nicole Savage — are among the newest recipients of Path to Diversity Scholarships. Both Collins and Savage plan to use the scholarship funds to enroll in MBA certification courses.

The Path to Diversity Scholarship Program recognizes existing industry professionals who are seeking to advance their careers through continuing education. Recipients receive a voucher to cover course registration fees, up to a maximum of $2,000, for popular MBA Education courses and designation programs. This education opportunity enables employees from diverse backgrounds to advance their professional growth and career development.

Juneteenth Observance

Cenlar will be closed on Monday, June 19, 2023 in observance of Juneteenth. Any files received on Monday, June 19 will be processed the night of Tuesday, June 20. Output will be available the morning of Wednesday, June 21.