May

Client Bulletin: May 15, 2023

Rave Reviews Pour In for Our Self-Serve Call Recording System

By now, the main point of contact at your organization should have received an email from us that walks you through the process of getting started with an exciting new feature: online access to call recordings.

All clients will have the ability to play back calls authenticated in our IVR within minutes of the call’s completion, either by listening to the call within the system or by downloading it to your computer.

Several of our clients have started using the system already, and have raved about its capabilities:

“This is a fantastic feature.”
“The platform has given me access to some important calls that I need for complaint reviews and otherwise. The amount of search criteria options is really beneficial. The playback platform works really well…and makes it seamless to review calls.”

If your organization has not received the email from us yet, please reach out to your client manager. Among the important items in the email, sent May 1, 2023, is the process of designating up to two users from your organization for the initial rollout of the feature. By June 1, these users will have access to calls associated with your organization. (Additional users may be added after June 1.)

Recordings will be available within the system for calls taken on or after March 1, 2021 for our Customer Interaction (CI) contact center and on or after April 1, 2023 for our Default Call Center (DCC). For older calls and any other call not found in the new system, you will still be able to submit a CCM ticket to obtain call recordings through Cenlar’s QA team.

New Process Gets You End-User Access Credentials Faster

We’ve implemented a new process that should result in faster turnaround when you submit a request for new end-user access credentials.

Your CCM administrator should continue to submit the end-user access request through a CCM ticket. The administrator will receive a closed CCM ticket once credentials are sent. However, we will now send the user ID and temporary password directly to the new end-user via email.

We anticipate adding more process enhancements in the coming months to further speed provisioning requests.

New Client Team To Focus on Your Operational Needs

Our partnership with you, our clients, is a main focus for us, and we are always striving to be more responsive to you and your needs.

We place a strong emphasis on using the feedback you’ve provided us during our client survey in order to improve our organization. As we announced during our May 4 Update with Cenlar Leadership call, we’re creating a new team with your feedback in mind. This Client Operations Support Team is dedicated solely to timely disposition of CCM tickets, coordinating information requests and supporting your oversight team.

Nick Brett (pictured at right) leads this new team. This new operations role enables direct involvement in the resolution of client-escalated issues. Our goal is to address your needs faster and at the source, and to work proactively to reduce reoccurrence by eliminating the root cause of issues.

Nick has formed a team leveraging the expertise and talent of several of our current Client Managers to deliver this improved experience. Their focus will be to work to identify and improve processes in key operational areas including default, escrow, cash management, special products and transfer operations through the management of issues referred through our CCM process.

The Client Operations Support Team will drive timely resolution and ensure that your escalated issues get moved swiftly through our resolution process. They will also work proactively on root cause identification, in order to follow through on action plans to reduce escalated concerns going forward. Items, such as loan-level issues, would go through this team.

There is nothing different that you need to do. We will continue to leverage tools like CCM as our primary escalation process. This provides a solid framework on which to base our efforts to organize the work, analyze trends and work on proactive solutions to prevent and reduce friction. The client self-service matrix also will remain, so it’s clear for you how to best get assistance.

You will still have a client manager and executive client manager. During this initial transition period, they will continue to work with you as they have always done. Over time, our new operational support team will work to close issues, while our Client Management team will support your business strategy, define and design new products and services and assure that our partnership is properly aligned so that you see the benefits of a true trusted advisor.

We know you value your relationship with your Client Management team, and they will continue to act as your advocate at Cenlar, managing your relationship needs. This transition will take some time, but during this period, you now will have additional resources focused on problem resolution, through this Client Operations Support Team.

Board of Directors Goes for Contact Center ‘Ride-along’

Members of Cenlar’s Board of Directors recently visited our Ewing, New Jersey location to see our Contact Center’s agents and technology at work.

Each board member went for a “ride-along” during the visit, sitting alongside an agent and listening to live calls in order to gain a better understanding of both the homeowner and agent experience. Our leadership team also delivered presentations to the board about the Contact Center’s performance, discussed recent technology upgrades, call drivers, digital adoption and call monitoring procedures.

Cenlar Hires Chief to Lead New Data Effort

Industry expert Michael Biddle has joined Cenlar in the newly created role of Chief Data Scientist. He will lead Cenlar’s just-launched Mortgage Information Factory, an effort that will focus on leveraging the company’s large amounts of data and turning that into actionable information and insight for our own operations as well as clients and their homeowners.

Biddle brings to Cenlar more than two decades of experience in building and sustaining the highest level of quantitative analysis and research. He will be responsible for procuring and gathering data, establishing processes for converting data to effective reporting and instituting artificial intelligence (AI) solutions, in addition to maximizing portfolio performance through deep learning methodologies.

Throughout his career, Biddle has successfully combined math and statistics, specialized programming, advanced analytics, artificial intelligence, and machine learning with his extensive knowledge of mortgage performance and servicing operations to uncover actionable insights hidden within vast data sets. These insights can guide decision-making and strategic planning, improve operational performance, increase customer satisfaction and reduce costs.

Cenlar in the News: Leaders Make Headlines

Cenlar’s new Director of Information Security, Ted Mugnier, has been featured in several industry trade publications.

Mugnier, a former United States Marine Officer, has two decades of experience working in intelligence and orchestrating cyberspace planning and operations in support of strategic initiatives. At Cenlar, he is responsible for working alongside the cybersecurity team to address current and emerging risks, helping facilitate improvement of processes and procedures to ensure Cenlar is compliant and supporting a strong cyber engineering function. Read more about Mugnier in DS News, a leading source of breaking news for mortgage professionals.

Mugnier also received mention in Security Magazine, a business publication for enterprise level security leaders.

Groen, Rowen Also in the News

As we shared in the Client Bulletin several weeks ago, Marlon Groen has joined Cenlar as Chief Compliance Officer, while Jennifer Rowen, who formerly served as Chief Compliance Officer, has been promoted to Senior Vice President, Core Operations. The organizational announcement made headlines in several trade publications, including DS News.

Prior to joining Cenlar, Groen served as Chief Risk and Compliance Officer for AHP Servicing. He also worked at PHH Mortgage for 11 years, where he most recently served as Senior Vice President, Chief Compliance Officer

Rowen brings more than 24 years of banking experience to her role as SVP of Core Operations. In this new role, she’s responsible for the oversight of Investor Reporting, Bank Operations, Payoffs, Satisfactions, Insurance, Escrow, Tax and Transfer Operations.

Memorial Day Observance

Cenlar will be closed on Monday, May 29, 2023 in observance of Memorial Day. Any files received on Monday, May 29 will be processed the night of Tuesday, May 30. Output will be available the morning of Wednesday, May 31.