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Client Bulletin: November 10, 2022

An Update on Our Progress: HUD Letters Regarding Partial Claims

Last month, we followed up with you about an issue being experienced by the U.S. Department of Housing and Urban Development (HUD).

The agency sent two letters in September (Round 59 issued September 21, 2022 and Round 59-B, issued September 27, 2022) stating that HUD had not received the documentation to support certain Partial Claims (PC) processed by Cenlar. It is our understanding that other major servicers received similar notices, and are also working with HUD to resolve this issue.

We’re pleased to announce that Cenlar is nearly finished processing the requested documentation, well in advance of the extended timeline provided by HUD. Once we’ve completed this, we will provide you the list of the loans/needed documents where we responded to HUD on your behalf so that you may reconcile this against any list HUD may have provided to you.

Should you require anything additional, please submit a request through CCM.

Document Center Maintenance in November and December

In order to ensure your homeowners have the best possible experience, our Document Center will undergo routine maintenance in November and December. This maintenance is outside of our normal maintenance window. Homeowners may experience an outage on Document Center on CenNet during the periods listed below.

November 2022

Sunday, November 13, 2022: 1 a.m. – 6 a.m. ET
Saturday, November 19 – Sunday, November 20: 11 p.m. – 3 a.m. ET
Saturday November 26 – Sunday, November 27, 2022: 11 p.m. – 3 a.m. ET

December 2022

Sunday, December 18, 2022: 1 a.m. – 6 a.m. ET

Saturday December 24 – Sunday, December 25, 2022: 11 p.m. – 3 a.m. ET

Most Investor Reporting Requests Now on CCM

You can now begin submitting most Investor Reporting requests through CCM.

The new Investor Reporting CCM drop down options will appear under General Servicing. We have created five new categories, with multiple drop down options. These requests will route directly to our Investor Reporting area.

With this change, the Client Support Options Matrix will also be updated. Both the CCM Drop Down Matrix and Client Support Options Matrix have been updated, and are available on CenAccess.

New Client Request Forms Available for Immediate Use

We have made changes to the Client Request Forms (CRF) below in order to enhance our progress. These forms are typically used by primary points of contact and their teams managing your organization’s day-to-day needs. These teams should begin using the following CRF forms immediately.

Modified Client Request Form (CRF)

We’ve updated our CRF to better align with the CCM drop down options under “Relationship Needs” “Technology Needs” that require a completed CRF to be submitted through a CCM ticket. The updated CRF can be found on CenAccess, under both the “Support” and the “Training & Reference/Cenlar Case Management” sections.

New Client Request Form IP Address Whitelisting

Also, we are introducing a new CRF to standardize requests for all IP address whitelisting changes. This form is available under the CenAccess “Training & Reference/Cenlar Case Management” section. This new form enables you to request in a standard way any additions or removal of IP addresses for all client facing Cenlar applications that are currently whitelisted. Please note that you will need to enter your ServicedFor ID to identify your organization. If you do not know this ID for your organization, please reach out to your Client Manager.

Check Out Cenlar Employees in the News

Cenlar’s employees are the source of our strength and expertise. As such, they frequently appear in industry news stories as experts in their fields. Here’s a few of the recent appearances of Cenlar employees in the media:

Chief Information Officer Steve Taylor spoke to CIO magazine about why he believes the business needs to be tightly aligned with IT in order to be successful. Read more about it here.
Executive Vice President Dave Miller made an appearance on HousingWire’s popular The Housing News podcast, where he discussed servicing and its importance in today’s market. The podcast currently sits in the Top 10 most popular business shows on Apple Podcasts.
Senior Vice President of Business Development Lori Pinto is featured in DS News about the “Top Reasons to Partner with a Subservicer.”
New hire Vice President of Transfer Services Gary Gaskin was mentioned in DS News and National Mortgage Professional.

Reminder: MOVEit Legacy Environment and Support Mailbox Close November 15

We have completed our upgrade and migration of MOVEit, the application we use to share files with you. Thank you for all of your patience and assistance as we worked to enhance our technology to better serve you.

As we communicated to you last week, we are no longer using the old environment located at sftending2022.cennet.com, and will shut it down permanently on Tuesday, November 15. Please retrieve any files stored at sftending2022.cennet.com by November 15. Files on this legacy environment will not be migrated to our new environment.

Also, please note that there is a 30-day lifespan for files on our new cloud environment. Any files within the new system will only be held on the server for 30 days. Files you’d like to keep should be moved off the MOVEit server before this 30-day period expires.

With the migration project completed, our MOVEit support mailbox, at MOVEitUpgrade@Cenlar.com, will also shut down on Tuesday, November 15. After that date, all requests for assistance should go through Cenlar Service Desk at (888) 341-3882, or via email at cenlarhelpdesk@cenlar.com.

If you have any questions, please contact your client manager.

Cenlar CISO Jason Shockey Gives Back to His Fellow Veterans

Veterans Day is a time for the American people to express appreciation for the many veterans—past and present—who have been willing to put their lives at risk to serve our country. For Cenlar’s Chief Information Security Officer Jason Shockey, however, supporting his fellow veterans is a year-round endeavor.

Finding a job after military service is a dilemma for nearly 200,000 veterans every year, with only 1-in-4 U.S. veterans having a job lined up after leaving the armed forces. But Jason, who served in the United States Marine Corps for more than 20 years, is showing veterans that the military can provide stability and transferable skills that can help pave the way for a prosperous civilian career.

Jason mentors veterans and provides them tips on how to break into the cybersecurity field on social media, industry conferences and other events. He uses his own experience as a guide, having begun pursuing his career in cybertechnology while in the Marine Corps. While in the military, he held roles of increasing responsibility, protecting networks and systems from cyberattacks. He graduated from California State University, Chico and Regis University. He’s also earned numerous IT security certifications.

Jason recognizes the success he’s had following a career path in cybersecurity after military service, and sees it as a tremendous opportunity for veterans. By many accounts, the cybersecurity industry affords more job security than many other professions because of the increasing rates of cybercrime.

“It’s a field that is perfectly suited for them,” he said. “If they are able to learn about cybersecurity, they have a job for life.”

Furthermore, many companies take note of the veteran talent pool because of the critical thinking, problem-solving and collaboration skills they can bring to a cybersecurity role. But, regardless of the profession veterans choose after service, it’s important for them to have a proactive game plan, he said.

“The first step is to find out what work role suits them,” said Jason. “A strong career plan enables them to build up their confidence and capabilities so that they can enjoy success in the job.”

Veterans Day Observance

Cenlar will be closed on Friday, Nov. 11, 2022 in observance of Veterans Day. Any files received on Friday, Nov. 11 will be processed the night of Monday, Nov. 14. Output will be available the morning of Tuesday, Nov. 15.