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New IVR Authentication Program Launching November 16 Beginning Thursday, Nov. 16, all homeowners who call our contact center will be required to authenticate via our IVR before they can be transferred to a representative for assistance. We are introducing this change in an effort to provide better call routing and a better homeowner experience, an … Continued

Our vendor has resolved the issue with Director, and our call center is fully operational.

What You Need to Know for Year-End As we enter the homestretch of 2023, Cenlar has begun planning for year-end. Here’s what you need to know about our annual technology freeze, new loan submissions, the transfer “blackout” period and modifications to the transfer schedule in the final weeks of the year: Technology Freeze This year’s … Continued

As part of our ongoing effort to keep you informed, each month we send to you a summary of the work we’re doing to ensure compliance with the ever-changing regulatory landscape. Below you’ll find our Regulatory Compliance Change Management summary as of September 30, 2023. To provide you more information, as well as an opportunity … Continued

Important Changes Coming to Mortgage Assistance Website As part of the retirement of COVID-19 forbearance assistance for Fannie Mae (FNMA) and Freddie Mac (FHLMC) loans, we are making changes to the mortgage assistance website. Effective Nov. 1, homeowners with Fannie Mae, Freddie Mac or asset loans that follow Fannie guidance will no longer have access … Continued

As part of our commitment to being your trusted partner, Cenlar continually innovates our systems and processes to serve you better. In that spirit, we have significantly enhanced the Standard Client Complaints Report to provide more meaningful data to you in a clear, consolidated and easily accessible format. We are pleased to announce the new … Continued

As a federal government shutdown on October 1 now appears likely, we want you to know that Cenlar is closely monitoring the situation and preparing for impacts to homeowners as well as servicing operations. This isn’t the first time we’ve managed through circumstances like these. We navigated the last shutdown nearly five years ago and, … Continued

As part of our ongoing effort to keep you informed, each month we send to you a summary of the work we’re doing to ensure compliance with the ever-changing regulatory landscape. Below you’ll find our Regulatory Compliance Change Management summary as of August 31, 2023. To provide you more information, as well as an opportunity … Continued

  We’re always looking to identify and address ways we can enhance business processes and the homeowner experience. And that’s where our Touchpoint Analysis initiative, or TPA, comes in. In short, TPA is program that gathers data and analytics across Cenlar in order to help us quantify homeowner and client pain points. Started in 2020 … Continued

As we previously communicated with you, we did work during the weekend of Sept. 9 to upgrade the servers that support client- and homeowner-facing applications, including CenAccess, SSO, CenNet and the IVR. Part of this work — a planned deployment of an enhanced DLL application server that feeds our client dashboard — is still ongoing. … Continued