Oct

Client Bulletin: October 2, 2023

As part of our commitment to being your trusted partner, Cenlar continually innovates our systems and processes to serve you better. In that spirit, we have significantly enhanced the Standard Client Complaints Report to provide more meaningful data to you in a clear, consolidated and easily accessible format. We are pleased to announce the new version of the report will be launching with November complaints data.

Notably, the new complaints reporting format will provide clients with a consolidated view of all complaints received and closed for the current reporting month, as well as provide the total active/open complaints at the time of report production. This information will be presented via three information tabs, as summarized below:

Summary Tab

The new Summary tab presents a high-level rollup for the number of complaints received, closed and active/open. These counts will be broken out by complaint level as well as by Primary vs. Associated complaints, making it easy to identify duplicate complaints made by borrowers:

Primary. A complaint will be flagged as Primary when it is the only complaint received by a single borrower and there have not been any other complaints received by that borrower concerning the same matter, within the past 30 days.
Secondary. A complaint will be flagged as Associated when another complaint has been received by the same borrower concerning the same matter, within the past 30 days.

Data Tab

The Data tab displays the raw data for all complaints (including level 1 complaints) received and closed for the current reporting month, as well as the total active/open complaints at the time of report production.

Data Dictionary Tab

The Data Dictionary tab provides the high-level logic used to populate the data tab, as well as the full list of fields provided in the data and their expected format and definition.

A sample report is available on CenAccess, under Training & Reference > User Manuals. Look for more information on complaints reporting enhancements in our next Bulletin.

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

Complete Cenlar’s Annual Client Experience Survey by October 6

Your opinion is a vital piece to our evolution as an organization, and you still have a few more days to complete our client experience survey and share your feedback on how we’re doing. Friday, Oct. 6 is the last day our annual client experience survey will be available for you to complete.

For those who have already taken the time to complete the survey, thank you. Your opinion of how we’re doing is essential to the service we provide to you and your homeowners.

If you haven’t gotten around to finishing the survey yet, please consider filling it out today. The survey should take no more than 5 to 10 minutes to complete, and your feedback will be shared across our organization to serve as a guide for the next steps in our evolution.

A link should have arrived in your inbox on Tuesday, Sept. 19 from MarketCast (surveys@cenlar.marketcast.com). Be sure to check your spam folder if you can’t find the email in your inbox, and please don’t forward the survey on to anyone else — each link is personalized to you and your relationship with us. If you didn’t receive a survey or have any questions, please reach out to your client manager.

We’re making tremendous progress, but we know there’s always opportunity to enhance how we serve you and your homeowners. Thank you for your time and consideration, as we strive each and every day to be your trusted partner.

Enhanced New Loan Detail Dashboard Report Launching October 10

As part of our ongoing efforts to assure we receive accurate and complete data, we are pleased to share that our enhanced New Loan Detail Dashboard report will be available starting October 10. This enhancement represents a significant step forward in providing high-level insights into the quality of data and documents submitted by clients during the new loan boarding process as we have added drill-down capability to access loan level detail. The primary objective of the report continues to be identifying opportunities for improvement, ultimately reducing downstream impacts of inaccurate or missing data quality, documents, and first payment / escrow funding on the loan boarding process.

Key Features and Benefits:

Improved Data Quality Assessment. The new Loan Detail Dashboard report will assess the quality of data and documents submitted during the new loan boarding process and highlights areas where data quality needs improvement.
Systemic Issue Identification. You will more easily be able to identify systemic issues that may be hindering the effective boarding of new loans and take corrective actions.
Enhanced Efficiency. Reduction of data-related boarding issues and missing documents will help drive efficiency and decrease the need for manual follow up.

Report Enhancements

Drill-Down Capabilities and Additional Data Tabs. A drill-down option will allow you to better assess data, document and funds delivery challenges for the totals appearing on the Summary tab. Additional tabs providing detailed loan information have also been added to support the Summary tab information.
The report name is changing as follows:

Current Report Name: YYYYMMDD_New_Loan _Dashboard_Client Name.xlxs

Report Name of New Version: YYYYMMDD_New_Loan_Detail_Dashboard_Client Name.xlxs

Implementation Timeline:

October 10: Cenlar will begin delivering the enhanced New Loan Detail Dashboard report via SFTP.
October – December: Cenlar will deliver the report in both the existing and new formats to ease your transition to the new format and naming convention above.
January: Starting in January, the existing report will be retired.

Please reach out to your client manager with any questions.

Extended Saturday Hours for Collections

Starting in November, we plan to extend the hours we conduct collections on Saturday until 5 p.m. This extra time will allow us to reach out to more homeowners when they’re more likely to be home.

New Homeowner Email List Now on CenAccess

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 09.15.23.”

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

Disaster Recovery Exercise Ongoing

Cenlar maintains an enterprise-wide Disaster Recovery Exercise Program for resiliency planning and disaster recovery from various scenarios. We recognize the importance of protecting our clients and their homeowners through high-performing business resiliency and disaster recovery management.

As part of our ongoing program, we already conducted an internal disaster recovery exercise in late September, with a client component of the exercise scheduled to take place in mid-October.

Each year, Cenlar matures our disaster recovery exercise, which takes hundreds of hours in preparation time, in scope and objectives to ensure we achieve program requirements. This year, for example, Cenlar has doubled the number of clients participating in the exercise.

Indigenous Peoples’ Day Observance

Cenlar will be closed on Monday, Oct. 9, 2023 in observance of Indigenous Peoples’ Day. Any files received on Monday, Oct. 9 will be processed the night of Tuesday, Oct. 10. Output will be available the morning of Wednesday, Oct. 11.