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Client Bulletin: November 13, 2023

New IVR Authentication Program Launching November 16

Beginning Thursday, Nov. 16, all homeowners who call our contact center will be required to authenticate via our IVR before they can be transferred to a representative for assistance. We are introducing this change in an effort to provide better call routing and a better homeowner experience, an important step in our mission to resolve as many homeowners’ issues without having to transfer the call.

The vast majority of homeowners (about 83%) already authenticate in the IVR when they call us, and we’ve made the authentication process simple.

Most people who call us can authenticate using the last four digits of their Social Security number. If this method does not work, they’re simply asked to provide their full Social Security number or their loan number, along with their ZIP code. These are the same (and only) options we have always used for authentication prior to providing representative support. Homeowners who can’t authenticate will be directed to call us back when they are able to have their account information handy.

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

 

Updated Certificates of Liability Insurance Now Available on CenAccess

Cenlar’s Certificates of Liability Insurance (COIs) evidencing insurance coverage for the following lines of insurance are available on cenaccess.com, in the About section:

  • Mortgage Impairment (E&O) covering the period of September 30, 2023 through September 24, 2024
  • Fidelity Bond & Excess Bond covering the period of September 30, 2023 through September 30, 2024

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

Thanksgiving Day Observance

Cenlar will be closed on Thursday, November 23, 2023 in observance of Thanksgiving Day. Any files received on Thursday, November 23 will be processed the night of Friday, November 24. Output will be available Monday, November 27.

 

Four Cenlar Execs Named 2023 MBA Residential Future Leaders

We are excited to announce that Vice President of Strategic Sourcing & Procurement Bryan Peters, Chief Digital Officer Josh Reicher, Director of Property Security & Management Jonathan Reid and Vice President of Internal Audit Hilari Rinehart graduated from the Mortgage Bankers Association (MBA) Residential Future Leaders Program. The group received their certificates at a ceremony at the MBA Annual Convention in Philadelphia on Oct. 15.

 

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