New Features Now Live on CCM

As we continue to streamline how you work with us, we’ve enhanced CCM support in three key areas: Portfolio Transfers, Cenlar Call Recordings and Homeowner Website Inquiries Made through the Client. Here’s what you need to know:

Portfolio Transfers

Inquiries related to portfolio transfers should now be submitted via CCM. The following portfolio transfer email boxes are discontinued:

• TO_ConversionNotifications@cenlar.com
• TO_DeconversionNotifications@cenlar.com
• ServiceReleaseNotify@Cenlar.com

Please know that the following email boxes will continue to be supported outside of CCM for both Client and Transfer Partner Inquiries post-transfer:

• TO_ConversionIssues@cenlar.com (for Conversion post transfer questions)
• TO_DeconversionIssue@cenlar.com (Deconversion post service release questions, including payments and wires sent to new servicer)

Cenlar Call Recordings

Additional dropdown options under the “Individual Call Recordings” categories have been added to introduce CCM support options for this capability. These include: “Call Review,” “System Functionality Questions,” and “Other”.

The Call Review option should be used for any needs resulting from listening to an individual call recording (i.e. recording quality, call cuts off, conversation feedback, etc.).

The System Functionality Questions option should be used for any application support questions (i.e. search questions, job aid questions, how to questions, etc.).

Additionally, new dropdown options will appear under both General Servicing and Default Servicing categories to support call recordings for both.

Homeowner Website Inquiries Made through the Client

This new dropdown section is to be used if you receive homeowner inquires or needs regarding homeowner access or utilization of CenNet:

• Appears under Technology Needs dropdown category
• Options for scenarios like login issues, password reset requests, registration issues and updates to email address

For Help Adjusting to the Above Enhancements

The Client Support Options Matrix and the CCM Drop Down Matrix have been updated to help you as you adjust to these changes. They can be found on CenAccess, under Training & Reference >> Cenlar Case Management page.

Please contact your client manager if you have any questions.

Thank you.