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Client Bulletin: May 26, 2026

Introducing Intelligence at Work: Progress, Illustrated

Bringing innovation to life just became easier. Our new illustrated infographics translate complex, often abstract topics into clear, engaging visuals, making it faster for your teams to understand the progress being made in areas like operations and the homeowner experience. The first one demonstrates Cenlar’s AI strategy.

Built from the same insights featured in our Intelligence at Work blogs, these assets focus on results and highlight in real numbers how we are thoughtfully applying AI to build the future of servicing.

Designed for quick consumption and easy sharing, we intend to use these infographics to help your organization align stakeholders and to turn innovation from a concept into something you can see, understand and apply. We will continue to share these with you on a regular basis.

Andrew Pohlmann Sits Down for an Interview with MBA NOW at MBA Secondary

At last week’s MBA Secondary & Capital Markets Conference in New York City, Senior Vice President of Client Management Andrew Pohlmann sat down with Adam DeSanctis of MBA NOW for an in‑depth conversation about the future of servicing.

Andrew discussed what matters most when choosing a subservicing partner in today’s environment – the ability to stay focused on growth. With industry‑leading risk management infrastructure, decades of proven performance, innovative AI capabilities and delivering an exceptional homeowner experience, Cenlar remains a trusted partner across the industry.

Our bots are transforming the homeowner experience for your homeowners/members. In late February, we launched our next generation of homeowner-facing GenAI voice bots, providing faster, personalized information for inquiries related to escrow. Half of the homeowners who have used this new conversational bot received the assistance they needed without any further help. Read more in our latest blog here.

He also explained how scale, while important, isn’t valuable for its own sake. What truly matters is the impact of that scale, the ability to deliver more intuitive digital experiences for homeowners and to stay ahead of an ever‑changing regulatory landscape.

Andrew also touched on the recent Pennymac acquisition and how the combined strengths of both organizations, like a modern technology foundation, enhanced capital capacity and scale, will create meaningful advantages for Cenlar clients and the broader servicing landscape.

The full interview will be released next month, so stay tuned!

What’s the Word from the Conference?

Conversations at the conference itself centered heavily on scale and consolidation. Capital markets discussions focused on rates, the broader economy and the potential for future rate increases. While servicers face minimal risk of borrower runoff due to rate‑driven refinances, there is growing concern around rising defaults in Ginnie Mae portfolios. In this environment, scale is everything and Cenlar is well positioned and ahead of the curve.

New Co-Leads in Home Preservation Center

Senior Vice President of Loss Mitigation and LMA Jonathan Hassler, and Senior Vice President of Default Management Cheryl Young, will jointly lead the Home Preservation Center.

They follow Ingrid Jaschok, who passed away in April. Ingrid was the driving force behind the Home Preservation Center. She stood with families during their most vulnerable moments – when illness, job loss, natural disasters or family emergencies turned life upside down. She was unwavering in her commitment to protecting dignity, offering hope, and reminding her team that behind every loan was a human being who needed compassion as much as expertise. Ingrid always put homeowners first, ensuring they had access to the loss mitigation programs they needed.

Her philosophy remains the foundation of our work at Cenlar and our team: “Keep homeowners in their homes.”

Jonathan will lead the homeowner‑facing teams responsible for early‑stage default. His areas of oversight include preservation outreach through Collections, CAS, and Loss Mitigation Advocates. Resolution activities across Loss Mitigation Opening, Underwriting, Closing and agency updates through Default Reporting.

Cheryl will oversee late‑stage default operations and support functions, including Pre‑Foreclosure, Foreclosure, Bankruptcy, Property Preservation, REO, Document Execution, Non‑Routine Matters, Attorney Oversight, In‑Line Review and Default Servicing Client Audit Support/ CCM Support.

We’re Pleased to Announce the Consent Order Has Been Lifted

We are pleased to share that the Office of the Comptroller of the Currency (OCC) has lifted the consent order.

This milestone affirms the tremendous hard work and dedication our Cenlar team has made in strengthening our operations and serves as a seal of approval for the work we do for you and your homeowners every day.

Our top priority remains persistent investment in a robust, bank-grade risk and control environment, innovation and AI that advances our operations and delivers a simpler, more efficient servicing experience built on trust, transparency and expertise.

We are excited for the future and committed to delivering exceptional service to our clients and their homeowners.

Our team remains committed to being your trusted partner.

Coming Soon: New Capabilities to CenAccess Client Portal

We are excited to share that in the coming weeks you will experience our latest enhancements to CenAccess Client Portal. These innovations reflect our continued commitment to improving the client and user experience through modernization, enhanced data visibility and expanded on-demand options.

You will experience the following new capabilities:

Modernized user interface and usability features.

Expanded demographic data update capabilities, including:
Ability to add and update a seasonal mailing address with a defined timeframe.
Display of phone type (cell or landline) with update capability.
Display of TCPA indicator (view-only).
Enhanced search – email address and phone number.
New assumptions dashboard.
Homeowner engagement dashboard enhancements.

In early June, you’ll also get access to our latest Metastor release – an upgrade designed to improve how you search, navigate and locate document images more effectively.

You’ll have access to:

Improved search precision enables faster, more accurate retrieval of documents.
Streamlined search outputs help you quickly narrow down results.
A modern, cleaner interface improves navigation and visibility, making it easier to access key features and documents.
The updated layout supports smoother workflows and a more responsive, intuitive interaction overall.

This update will not impact existing user access – users will retain their current credentials. In the coming weeks, we will share additional details and materials to help you prepare your teams for the enhanced experience.

Additionally, earlier this month, we made some updates to the Portfolio Insights dashboard to improve transparency, usability and analytical capabilities. These updates offer expand drill-through functionality to support more detailed loan-level analysis.

Other features include:

Addition of portfolio insights weighted averages to deliver more accurate, proportional performance calculations across key metrics.
Introduction of loan-level Paid in Full (PIF) data drill-through from the Portfolio Insights dashboard to support seamless transition from summary to detailed views.
Addition of loan-level service release data drill-through, enabling users to review servicing transfer activity at the individual loan level.
Clickable delinquency table ellipses.
Update to the “Delinquency by Origination Year” bar graph color scheme to improve visual clarity.

If you have any questions, please reach out to your client management team.

Look Out for New File Format

On July 13, 2027, we will be changing from .xls to .xlsx for the reports listed below. We are notifying you in advance so you can review any data ingestion processes you may have in place and make any necessary adjustments before this change takes effect.

Impacted Reports

Open Document Requests
MERS Unknown County Report
MERS Missing Loans Report
MOM Flag Mismatch
Cenlar MERS Discrepancy Report
Monthly MERS Note Amt Not Equal to Orig Mtg Amt