Mar

Client Bulletin: March 10, 2025

Cenlar Recognized by Fannie Mae as a STAR Performer in General Servicing Category

We are excited to announce that Cenlar has been recognized as a STAR Performer in the Fannie Mae’s Servicer Total Achievement and Rewards™ (STAR™) in the General Servicing category for 2024.

For more than a decade, Fannie Mae’s STAR Program has been reserved for top performing servicers within one or more of three STAR Performer categories: General Servicing, Solution Delivery and Timeline Management.

Honorees in the General Servicing category were chosen based on their ability to effectively manage the day-to-day processing of loans, including custodial account management, investor reporting and accounting, loan administration, escrow administration, customer service and collections.

“We’re proud of this year’s top-performing STAR Program servicers who are critical partners in our mission to provide stability to borrowers based on strong servicing standards,” said Cyndi Danko, Senior Vice President and Single-Family Chief Credit Officer, Fannie Mae. “Our servicers continue to show their commitment to operational excellence while reducing credit loss – a crucial component to the overall safety and soundness of Fannie Mae’s business and the residential mortgage market.”

This marks the sixth time Cenlar has been honored as a STAR performer. Cenlar has long been recognized in the mortgage industry as a leader for its technological and operational innovations, maintaining the highest standards of risk management and compliance, and providing the highest level of service and integrity for homeowners.

“Cenlar’s persistent dedication to delivering excellent service to our clients and their homeowners has earned us Fannie Mae’s distinction of STAR Performer in the General Servicing category,” said Chief Operating Officer Leslie Peeler. “Our talented team, supported by a digital-first omni-channel homeowner communications strategy and innovative technologies like GenAI, are helping us provide an optimal homeowner experience and stay ahead in today’s dynamic mortgage servicing industry.”

Cenlar Welcomes Tarek Ahmad

We welcome Tarek Ahmad, who joined the organization as Chief Technology Risk Officer.

In this critical leadership role, Ahmad is responsible for ensuring robust governance over information risk and the technology functions supporting Cenlar’s business. He will play a key role in Cenlar’s second-line risk management functions, including Information Technology, Information Security and Cybersecurity. Additionally, Ahmad will establish and maintain our technology risk framework and methodology, ensuring alignment with Cenlar’s enterprise-wide risk management philosophy.

Ahmad brings extensive experience to Cenlar. He has an impressive track record of managing Fortune 50/100 and mid-size financial services enterprise cybersecurity programs, data governance, regulatory compliance, risk management and IT audit functions.

His most recent position was Vice President of Enterprise Information Security Program Management at First United Bank, where he successfully led strategic security initiatives that enhanced enterprise-wide information security architecture, operations and compliance.

New Self-Serve Capabilities Give You Quicker Access to Your Portfolio

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

Our self-serve capabilities are the fastest way for you to retrieve the data that is important to you, so you don’t have to submit a CCM ticket.

Some of the added items you can self-serve include:

• Access to document copies using META, such as insurance documents and recorded lien releases.
• A view of current insurance coverage, with the ability to upload new policy information and utilize a robust FAQ section to assist with most of your insurance related needs through MyCoverageinfo.com.
• Obtain homeowner loan number, zip code and the last four digits of the primary homeowner’s social security number from a “View Dashboard.”
• Retrieve homeowner correspondence, statements and tax documents via Global Teller.
• Update homeowner and co-homeowner demographic data, such as mailing address, email and phone number (this feature excludes HELOCs).
• Request payoffs.
• Request loan number blocks and reset passwords by calling the Cenlar HelpDesk.
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.

Hurricane Dashboards Ending April 1

As of Tuesday, April 1, we will be decommissioning both our Hurricane Helene and our Hurricane Milton dashboards.

These reports duplicate data that you can also find in our Disaster Impact Dashboard. To find this information, filter by “Disaster” in the Disaster Impact Dashboard. Data for both hurricanes will appear.

We will continue to include both the Hurricane Helene and Hurricane Milton disasters in the Disaster Impact Dashboard, even after the April 1 date. Thank you.

Pro Tip: Be Aware of This Common Mailing Address Mistake When Boarding New Loans

Accurate, complete and timely delivery of new loan boarding data is foundational to our partnership with you and our ability to serve your homeowners. Errors can cause friction in servicing the loan and for the homeowner.

When boarding loans, please be advised that the mailing address field “MailingStreetAddress,” should not include apartment, unit or suite numbers. As a reminder, this field only has a 30-character limit. Apartment, unit and suite number should only be included in the “MailingStreetAddressUnit” field.

Entering information in the incorrect field can cause mail to be returned, homeowner dissatisfaction and other possible downstream impacts.

We thank you for your partnership in this endeavor, as we look to ensure the very best experience for homeowners. Please ask your client manager if you need any help.

In Case You Missed It: Cenlar’s USAP Report Now on CenAccess

We have posted Cenlar’s USAP Reporting Package to CenAccess. This report covers the period of January 1, 2024 to December 31, 2024. You can find it on CenAccess, under Reference Materials -> Oversight Documents.

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

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. We will monitor and update these reports periodically.

As a reminder from the RCM client call held on Feb. 27:
• Please refer to our regularly scheduled Client Bulletins for updates and information regarding RCM. We no longer issue a separate Monthly RCM Summary.
• Cenlar will no longer be holding a monthly client call to review the Monthly Regulatory Compliance Change Management Summary.
• All regulatory change management questions will continue to be managed through our Compliance Change Management mailbox. Please continue to send your emails to compliancechgmngt@cenlar.com. We strive to respond within two business days. Items received after 3 p.m. EST will be considered as received the next business day.

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.