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Client Bulletin: September 18, 2023

 

We’re always looking to identify and address ways we can enhance business processes and the homeowner experience. And that’s where our Touchpoint Analysis initiative, or TPA, comes in.

In short, TPA is program that gathers data and analytics across Cenlar in order to help us quantify homeowner and client pain points. Started in 2020 with an initial focus on complaints, TPA has since expanded to include additional “touchpoints” like phone calls (via speech analytics), Client Case Management (CCM) tickets, email and chat.

To date, TPA has driven our focus onto issues involving the most common areas of homeowner friction: payments, insurance, escrow and digital channels. By seeing these common themes across all touchpoints, it helps to validate our findings and prioritize solutions, with a goal of improving the homeowner experience, reducing risk and making our operation more efficient.

Enhancements we’ve made this year or plan to make in the coming months thanks to TPA include:

  • Password Reset Dynamic Link — Previously, when homeowners wanted to reset their password on CenNet, they would have to copy and paste a temporary password emailed to them before they could access the password reset page. Our new password reset dynamic link eliminates this step, allowing homeowners to reset their password to the homeowner website in just a couple of clicks. The process is faster and easier, and has led to a reduction in the number of homeowners who have contacted us with questions about resetting their password.
  • Assumptions Process Enhancements — We added the assumption request form to CenNet, and enhanced our live chat so homeowners have the option to return the completed form to us instantaneously.
  • Website updates to streamline the ACH enrollment process and provide and better user experience.

We have many more projects in the works, such as implementing a digital-first strategy that includes getting important messages to homeowners quickly, utilizing technology to enhance the homeowner experience.

Overall, TPA is a strategic, informed approach to ensuring that we’re constantly improving how we work, always with our clients and their homeowners in mind.
 

Document Sharing Now Available During Live Chat

We’ve continued to hone and enhance our chat options during the last few years, all part of our commitment to providing your homeowners tools to manage their most important asset — their home — in the manner that best suits them.

Our latest enhancement, introduced in late August, allows for our chat agents to share forms with homeowners via live chat. This update means that homeowners who visit our website and choose to chat with a live chat agent can get what they need instantly, in PDF format, instead of having to wait for a printed form to arrive via the mail. Homeowners can also return the completed form to us via live chat.

This new feature means less time and effort spent for homeowners, providing faster customer support and enhancing their overall experience. It also works hand-in-hand with a feature launched in February that gives homeowners the ability to upload important documents directly to the agent via the chat.

 

Your Opinion is a Critical Component to our Success – Please Complete Cenlar’s Annual Client Experience Survey

As your trusted partner, your opinion of how we’re doing is essential to the service we provide to you and your homeowners. That’s why in addition to our regular touch points, every fall we ask you to complete a client experience survey.

Look for a link to this year’s survey to arrive in your inbox tomorrow (Tuesday, Sept. 19) from MarketCast ( surveys@cenlar.marketcast.com). The survey will be available for two weeks, and should take no more than 5 to 10 minutes to complete. Each link is personalized to you and your relationship with us, so please don’t forward the survey on to anyone else. If you think you didn’t receive your invitation, please contact your client manager.

True partnership means listening to what you have to say, and we take what you say very seriously. Your feedback is shared across our organization from the top down so that we may use it to shape how we improve our care for you and your homeowners. For example, when you told us we needed to improve our responsiveness to your issues, we heard you. Earlier this year, we formed a team solely focused on driving timely resolution and ensuring that your escalated issues get moved swiftly through our resolution process. As part of this effort, the team works proactively on root cause identification, in order to follow through on action plans to reduce escalated concerns going forward.

We’re making tremendous progress, but we always want to hear from you. We know there’s always opportunity to enhance how we serve you and your homeowners — which is why we need to hear from you.

Thank you for your partnership!

 

Mary Beth Vigile Focuses on Fostering Relationships

It’s been less than a year since Client Manager Mary Beth Vigile relocated from Pennsylvania to Texas, but her relocation has not shifted her focus when it comes to resolving her clients’ subservicing issues. Equipped with well-honed analytical, critical thinking and communication skills, Vigile stares down the situation, develops a plan and then lets her figurative lasso fly.

With a mind for problem solving and a passion for helping people, Vigile sees herself as an important conduit in the relationship between Cenlar and the client.

“It’s all about developing rapport, building the relationship, and helping clients feel that they can trust and rely on Cenlar,” Vigile said.

When Vigile first came to Cenlar in 2011, she was already a seasoned pro, who, as she put it, “had done virtually everything in real estate except subservicing.” She quickly gained expertise in every aspect of the subservicing process in her initial role as a Service Excellence Administrator, where she reviewed, researched, and wrote responses to homeowner concerns and complaints. As she explained, “I needed to learn how the process worked in order to understand where it potentially broke down and how I could fix it.”

During that post-Great Recession period characterized by rampant defaults and an unprecedented number of foreclosures, Vigile pointed out that “loss mitigation became a very important tool to assist homeowners, and I found that helping people navigate the complexities of loss mitigation so they could stay in their homes was very gratifying.” In general, Vigile enjoys feeling connected to home ownership and sees herself “at the end of a long chain” that attaches her to the homeowner — and she takes her responsibility to homeowners seriously.

After three years, Vigile was promoted to the Service Excellence Administrator, Supervisor role, and from there to Default Client Liaison Manager and Client Audit Support Manager. She left the company to work as an Assistant Vice President of Customer Support for Community Loan Servicing, LLC in 2016, but came to realize she wanted to be back at Cenlar and returned in 2021 in her present role.

At this point, she has perspective not just on her own impressive career history but on Cenlar’s history, as well. Coming back to the company she started with a dozen years ago, she can “see where we were and how far we’ve come.” She said she looks forward to the continued evolution ahead.

Vigile lived in the Philadelphia area for most of her adult life, except for the years spent in Greensburg, Pennsylvania, where she earned a bachelor’s in English Language and Literature from Seton Hill University. Last November, she and her husband downsized and moved to Fort Worth, Texas, to live near one of their two sons, who had recently moved there with his wife. In addition to their two sons and daughters-in-law, Vigile and her husband have three granddaughters. Recently, they added a Jack Russell terrier puppy to the family. In their free time, Vigile and her husband explore the Dallas/Fort Worth metroplex in search of the perfect barbecue joint.
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