Enhanced Complaint Management Program

We are excited to announce upcoming enhancements to our Complaint Management Program at Cenlar. We know that by creating more efficient and high quality results we will improve borrower satisfaction.

Starting this month, we will begin implementing changes that will occur into 1Q of 2019 focusing on quality and efficiency.
Below is an overview of upcoming changes:

• Aligning Cenlar Complaint definitions to industry standards; Level 3 Complaints will focus on high-risk terms and potential high-risk issues.
• Implementing a series of process efficiencies that enhance the speed to borrower resolution, brings stronger controls to promote quality and effectiveness, and strengthens our analytical infrastructure to focus on top complaint trends and timely remediation;
• Providing borrowers the opportunity to speak with the Level 3 Complaint department real-time, striving for immediate resolution.

The enhanced policy and program is available to view on CenAccess at www.CenAccess.com. If you have any questions, please contact your Relationship Manager or me.

Best regards,
Nancy Irwin
Vice President Client Relations
609-883-3900 ext. 2551