Client Bulletin: September 5, 2023

Fannie, Freddie End Pandemic Forbearance Offerings

FNMA/FHLMC have issued new guidance to end COVID-19 forbearance offerings on their loans, effective Nov. 1, 2023. This replaces the guidance from April that advised to continue offering new COVID-19 forbearance agreements until further notice.

As a result of this announcement, Fannie Mae and Freddie Mac loans will not be eligible for COVID-19 forbearance agreements as of Nov. 1. However, borrowers will be evaluated for any other existing programs.

For asset loans and those in private securities, we will follow the last guidance provided. For those that have no prior guidance provided, we will continue to follow our contracts which stipulate defaulting to the Fannie Mae guide in absence of a standard.

Server Upgrades Occurring Sept. 9-10

During the weekend of Sept. 9, we’re upgrading the servers that support client- and homeowner-facing applications, including CenAccess, SSO, CenNet and the IVR.

These changes will occur throughout Saturday and Sunday, Sept. 9-10, starting at 7 a.m. ET Saturday and culminating at noon on Sunday. During this period, client- and homeowner-facing applications could be intermittently impacted when databases are taken offline for brief periods of time.

Please inform your technology teams that Cenlar will be doing this work. Thank you.

Coming Soon! Cenlar’s Annual Client Experience Survey!

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

Your feedback helps shape our priorities. For example, last year you told us we needed to improve our responsiveness to your issues. We heard you. The result was the formation of our Client Operations Support Team, focused on driving timely resolution and ensuring that your escalated issues get moved swiftly through our resolution process. They also are working proactively on root cause identification, in order to follow through on action plans to reduce escalated concerns going forward. We’re making tremendous progress, with particular improvement in recent months. But we know there’s always opportunity to continue to enhancing how we serve you. That’s part of striving to be your trusted partner.


Clif Jenkins: Driving Change for the Homeowner Experience

Manager of Contact Center Technology Clif Jenkins is a key part of delivering the best possible experience for your homeowners.

In his role at Cenlar, Jenkins acts as a conduit for both IT and operations to ensure the right results from both a technology and controls perspective. He also manages our Interactive Voice Response (IVR) system and chatbot experience.

Jenkins said he’s most passionate about enhancing our chatbots and being able to drive change for homeowners. It’s not an exaggeration to say Cenlar is on the forefront of using bots to improve the servicing experience. Most important to us, though, is that bots have equipped us with a key tool in our mission to help homeowners however, wherever and whenever they need assistance.

Our bots handle nearly 150,000 interactions every month, and have proven to be a key driver in improving the homeowner experience. Of those homeowners who interact with our bots, more than 85% get the help they need without ever interacting with a live representative.