Nov

Client Bulletin: November 22, 2022

Introducing New CenNet Features to Enhance the Homeowner Experience

We’re excited to announce that we’ve introduced a slate of enhancements and new features on our homeowner website, CenNet, that will make it even easier for your homeowners to do business with us online.

Last week, we successfully rolled out a CenNet update that included:

Payment Confirmation Email Enhancements, including consolidating payment confirmation emails to homeowners into 1 per day, no matter the number of submissions a homeowner makes in one day. We’ve also started to suppress payment confirmation emails from going to homeowners who have specific kinds of transactions applied to their accounts, such as 170 tran and 173-175 tran unless a positive, non-zero dollar amount is received.
HELOC web payment enhancements, including allowing homeowners the option to pay the total amount due or an amount of their choosing once their bill has dropped but not yet due. Payments would be applied according to HELOC payment hierarchy. We’ve also added text highlighting that “No payment currently due at this time” when no bill has dropped and loan is current.
Retention of secure messages, even when user profile has been deleted.
Autopay enhancements, including the ability to view current and upcoming draft information if there is a pending Autopay change, as well as a new email template for Autopay to notify borrowers of an upcoming draft.
In preparation for year-end, changes to the language on Carousel #1 and banner on CenNet (as well as the addition of a year-end banner within our BOT) informing homeowners that their 1098 will be available to view and download online in early January. This language will be updated in early January and again in early February, as 1098s go out.

We thank you for your feedback and support as we work to further build and enhance the homeowner experience. We remain dedicated to this mission of continuous improvement, with four additional CenNet update releases scheduled in 2023. Details on each of these releases will be provided as they get closer to going live.

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

New Enhancement Streamlines Signing On to Director 7

In several weeks, our team will be streamlining sign-on credentialing for Director 7 by moving to single-sign-on (SSO). This enhancement will make it easier for you to access Director 7 after signing in to Citrix, and at the same time, improve the security of the application. The new Director 7 SSO is scheduled to go live on Thursday, December 15.

Here’s what you need to know:

When you first access the new environment after the December 15 switchover, you should log into Citrix using your existing Citrix credentials. Once logged in, select the new icon (see image) and log into Director 7 with the same Citrix login and password. Do not use the Director 7 login and password that you use today.
Then, the next time you log in, you will no longer need to enter a Director 7 login and password when you pick the Director 7 SSO icon. It’s that simple.
Once SSO is in place, any time your Citrix password is reset, you won’t have to do anything when you select Director 7 the next time. Our system will auto-update the new password.
In the future, should you be prompted to enter a Director 7 login (such as when getting a new computer), you will always use your Citrix login and password for Director 7.
If your company utilizes third-party auditors that access Director 7, there is nothing changing for auditor access if they are setup to access multiple clients. They will continue to have a Citrix login/password and a Director login (Citrix ID @cenlar.com) and a password. However, if you have provided them an email from your organization’s domain and that is how your organization has registered them for a Director 7 user login/password, then they will be able to take advantage of the SSO streamlined access.

Please note that users should always select the new icon beginning December 15. The old Director 7 icon will be removed after one month providing your users with a transition window.

Please share this information with all Director 7 users across your organization.

Changes to CCM Priority Field Effective Dec. 7

In an effort to more effectively handle CCM tickets with more urgent needs, we are making some changes that should help us respond more quickly on those tickets.

Effective December 7, the priority field will be removed from the CCM client web form. All incoming CCM tickets will have a default priority of normal. This change has several benefits for both you and our agents who handle your tickets:

It provides our agents an opportunity to handle your incoming requests by the client-facing due date they set when they initially respond to you regarding your ticket which may meet expected response time.
Our agents will be able to focus on tickets need to be moved to a higher priority after the initial turn time was quoted when we first responded to the ticket.
An Escalated Ticket View has been created for agents to work so they can focus on those tickets in a timely manner.
Clients will still be able to add #escalate to any ticket conversation when the ticket absolutely needs immediate attention. This action will move the ticket to high priority.
Additionally, clients will still be able to contact their client manager if they need a ticket escalated. When reaching out to your client manager, you should provide the business reasons why the ticket needs special attention.

We feel these changes will better support our operations areas to focus on the CCM tickets that need immediate attention.

Please inform your CCM end-users who submit requests to Cenlar about these process improvements. Thank you for your partnership.

CenAccess Whitelisting IP Addresses: 60-Day Notice

Cenlar soon will begin to add IP address whitelisting to our CenAccess site, with expected completion by the end of January 2023. We will be using the existing IP addresses our clients have already shared with us. There is nothing you need to provide to us.

This change is in line with our current standard to enforce IP address whitelisting controls in order to afford authorized access from the client’s environment. Due to limited client interest and use to-date, Cenlar will no longer support client mobile device access to CenAccess.

We will keep you informed as the project moves forward, and will provide you notice when we institute this change. Please inform your IT staff about these security enhancements.

Thank you for your partnership.

Charles Fues Helps Deliver Quality Service to Our Clients

For more than two decades, Business Analysis Manager Charles Fues has helped bring quality service to our clients as part of Cenlar’s Client Management team.

Over the years, Charles — also known as Charlie — has fine-tuned his client relationship skills as his department has grown and Cenlar became the largest, longstanding subservicer in the nation. Charlie’s formula for successful client management is simple: Build and preserve good client relationships, so we can ensure our clients’ ongoing success.

Charlie’s role involves coordinating all aspects of client projects in order to develop need analysis, refine requirements and provide the right solutions for our clients’ needs. Charlie’s vast experience in Client Management provides him exposure to almost every area of Cenlar. While his position requires him to wear many hats, one of his main responsibilities is facilitating and documenting custom requests by clients.

“Charlie has a passion for solving problems and overcoming challenges that represent barriers toward better service to our clients,” said Senior Vice President of Client Management Matt Detwiler. “His experience and knowledge of servicing and Cenlar’s processes and systems help to expedite resolution and delivery on requested improvements and enhancements.

“His industry knowledge gives us a unique perspective as we craft client solutions, products and product enhancements. This helps us build a bridge between client needs and requests and our current processes and technology.”

Charlie said he is dedicated to working with his team to nurture client relationships and develop meaningful communication.

“We strive to understand the culture of our clients as we align our support with their vision and business strategy,” Charlie said. “We have a customer-centric philosophy that is ingrained in everything that we do. It starts by cultivating strong relationships with our clients and listening to their needs.”

For example, when clients asked for an improved call center, Cenlar delivered with investments in our telephony platform and training and education for team members. Meanwhile, enhanced digital capabilities — like CenNet and our virtual assistant bot — are helping homeowners get the information they need the first time. Our committed teams in Client Management are constantly refining and fine-tuning how they serve our clients, including strategically making investments in order to adjust to their needs.

“These are the types of deliverables that are separating us from our competitors,” Charlie said. “We offer our clients a much more flexible approach.”

Charlie, who earned a bachelor’s degree in Business Administration and an Accredited Mortgage Professional certification, also has attained the Certified Mortgage Banker designation from the MBA.

Charlie has four children and volunteers regularly at his church and in the community. He likes to play guitar, write and spend time outdoors. He originally considered a career in marine biology, and enjoys growing living coral and taking care of his saltwater fish.

Now Updated on CenAccess: List of Emails We’ve Sent Homeowners This Month

We have posted a list on CenAccess of all of the emails that we send to homeowners.

To access this list, go to the Training & Reference menu on CenAccess, and select “User Manuals.” The file name is “Email Listing for Clients 11.15.22”.

This file will be updated with the most-recent list of homeowner emails once each month.

Thanksgiving Day Observance

Cenlar will be closed on Thursday, November 24, 2022 in observance of Thanksgiving Day. Any files received on Thursday, November 24 will be processed the night of Friday, November 25. Output will be available Monday, November 28.