Client Bulleting Publish Date: September 9, 2026
Meet dot. — Simplifying the Mortgage Servicing Journey For You and Your Homeowners
We’re thrilled to introduce dot., Cenlar’s suite of next-generation AI-powered Digital Operations Tools. Existing advisor, client and homeowner technologies, as well as ones soon to be announced, will all live beneath dot.
This naming strategy combines the dot. moniker with a functional name. So, for example, Cenlar bots become dot.bot and call transcription becomes dot.scribe.
As we roll out new digital operations tools, they’ll also be a part of the dot. family. Organizing these products under a single overarching name is a deliberate expression of both the Cenlar brand and functionality. Our goal is to support the delivery of simpler experience for employees, homeowners and clients.
This fall, we’re looking forward to rolling out .dot scribe for the default team. dot. scribe allows advisors to type less and listen more intently.
“dot.scribe is another tool in our arsenal of supports for our default team,” said Matt Conner, VP, Loss Mitigation. “Using this technology to help our advisors means that we’re able to accurately capture critically important contact center conversations and, ultimately, help navigate homeowners through the challenges of loss mitigation.”
Look for more information in the coming months about additional .dot innovations.
Tune In for Important Acquisition Updates: Save September 23
Please save the date for a virtual client summit that will contain important acquisition updates from Pennymac and Cenlar executives.
WHEN: Wednesday, Sept. 23 at 3:30 p.m. ET
WHERE: We will send you a link to the live update with video closer to the date of the event. You can add a reminder to your calendar by clicking here.
Please note, this call is for current Cenlar clients only. Although you may forward this invitation to interested parties within your organization, please do not forward the meeting link to other third parties. Any information shared on the call is subject to the confidentiality provisions of your respective subservicing agreement.
Andrew Pohlmann Named HousingWire Vanguard
Congratulations to Cenlar’s very own HousingWire Vanguard Andrew Pohlmann.
Currently Cenlar’s SVP of Client Management, Pohlmann’s housing career has been distinguished by his ability to adeptly advance how mortgage organizations grow, serve clients and adapt to market change.
We’re proud to have Pohlmann leading our client management team as we care for our clients and homeowners every day. Throughout his career, he has helped organizations leverage transformative change as a strategic advantage. His executive leadership roles at some of the most recognized institutions in housing finance and banking have allowed him to bring an innovative, client-centered lens to Cenlar amid a time of both change and opportunity.
Cenlar Execs Finalists for MortgagePoint Women in Housing Awards
Congratulations to Jackie Torres, Senior Vice President of Core Operations, and Carolyn Dalkiewicz, Senior Vice President of Agile Operations, who were both named finalists for the MortgagePoint 2026 Women in Housing Awards.
Torres has been recognized in the Rising Star Executive category and Dalkiewicz in the Mortgage Visionary category. We are honored to have both leading at Cenlar.
Need to Know
Maintenance This Sunday
During the maintenance window on Sunday, Sept. 13, 2026, from 12 a.m. to 6 a.m. ET., all ICE servicing products will be unavailable, including Director, the CenNet homeowner website and homeowner mobile app. IVR self-service will be available.
We appreciate your understanding.
Clarification Regarding Upcoming Change to Non-Escrowed Insurance Premium Boarding
In the August 10 issue of the Client Bulletin, we shared a request that all clients discontinue the practice of boarding non-escrowed insurance premiums as $1.00.
We are providing a clarification regarding this announcement. An implementation date has not yet been finalized for this change. More information, including the implementation date, will be provided in a future Client Bulletin.
In the meantime, clients should not make any related boarding or process changes, including changes associated with non-escrowed insurance premium values. Making any changes now could result in a warning or failed boarding.
We will give you advanced notice so that you will have time to program this change prior to the implementation date.
New Loan Transfer Instructions in CenAccess
The following updates have been made to Cenlar’s New Loan Transfer Instructions that pertain to XML.
Standard XML Tab:
Updated the following fields with more detailed information on the following:
• ActualTerm
• BillingCycle
• BillingMethod
• CIRIndicator
• HazardInsAgentPayeeCode
• HazardInsCompanyPayeeCode
• HazardTypeInsrCoverageCode
• RLT
• ElocItemizedChkNum
• AddHazardTypeInsrCoverageCode354
• NSFPlanCode
• ELPaymentReserve – added a new XML field
We also updated the following XML response descriptions to provide more context on the expected values to be onboarded to Cenlar to prevent the loan from rejecting. This includes:
• MISSING OR INVALID MAILING STATE- Updated Impacted XML Fields
• Missing or Invalid ELOC Advance Effective Date – Updated Impacted XML Fields
• INVALID ADDITIONAL HAZARD TYPE OF PAYMENT CODE – Updated Impacted XML Fields and Description
• INVALID HAZARD FLAG OR PAYMENT TYPE CODE IF HAZARD INSURANCE IS ESCROWED – Updated Impacted XML Fields
• INVALID HAZARD INFO FOR A COOP LOAN – Updated Description
• INVALID INSURANCE TYPE COVERAGE CODE – Updated Description
The following documents have been uploaded to CenAccess for your reference:
Exhibit A1 – XML Standard Interface File-20260610.xlsx
Exhibit A3 – XML New Loan Boarding File Edits-20260610.xlsx
2026-06 New Loan Transfer Instructions Change Summary.docx
For any questions, please reach out to your client management team.
Intelligence Delivered: Creating A High-Quality Experience Amid Fluctuating Conditions
In the first half of 2026, our payoff team generated more than 243,000 payoff statements while maintaining 100% control effectiveness.
During the same period, we increased payoff automation rates from 75% to 85%, allowing more transactions to move quickly through the process. It left our experts able to focus on complex scenarios that required specialized attention.
In our latest blog post, we explore how our payoff team achieved these results, using its expertise to figure out how it could continue delivering high-quality experiences amid high homeowner expectations and fluctuating conditions.
As an organization, we’re focusing on developing intelligent processes that can scale efficiently while maintaining strong controls and service levels. By combining automation with operational expertise, Cenlar has created capacity where it matters most.
American Banker Highlights the Innovation Opportunity with a Trusted Partner
Innovation is having a moment. And it’s clear that organizations that will win won’t be the ones with the most technology. They’ll be the ones that turn technology into trust.
Over the last couple of years, Cenlar has invested in a comprehensive strategy to innovate with tech-driven advances that benefit our clients and their homeowners, and ultimately will reimagine how the industry operates. There’s vast opportunity to innovate across the mortgage sector, particularly in loan handling and customer experience. We wanted to know more.
So, we partnered with American Banker to explore innovation across financial services. Among American Banker’s key findings, 76% of institutions say that innovation is the norm in deposits, but often at the cost of forgoing advanced innovation in the areas of payments, mortgage and consumer lending.
Mortgage servicing offers a prime opportunity to change that by improving the homeowner experience and strengthening customer relationships. American Banker’s research concluded that this is where the right servicing partner is vital.
To read American Banker’s research, go here.
To learn more about Cenlar’s innovation efforts, read our blog here.