Natural Disaster Communications Playbook

We listened! We’ve developed a step-by-step communications playbook and strengthened our processes to assist you and your borrowers before, during, and after a natural disaster.

When a natural disaster strikes, Cenlar understands that communication is critical to borrowers.  As a result, we have made updates to our processes to continue providing the level of service your borrowers require during these difficult times. For example, we have enhanced our IVR, improved scripting for call centers, and added additional training for employees.

One offering we are most excited about is an additional option for asset loans during a natural disaster. Not only can you offer your borrowers forbearance, but you can also offer a standard deferment package or an optional deferment package with options of three, six, nine or 12 months of deferment.

The following are updates we have made to optimize your Client-service experience, as well as the experience of your borrowers. We have outlined a step-by-step plan for impacted business areas, detailing the actions they take after the natural disaster strikes; after the borrower goes on a forbearance; once the forbearance period ends; and what steps we take annually to ensure we are providing exceptional service to our borrowers and clients.  

To learn more, please see the Natural Disaster Communications Playbook here on CenAccess under Disaster Impact and User Manuals.

We hope this year the country is not impacted by devastating weather, but Cenlar is ready to help if necessary