Archives: RSS Posts

We’re always focused on refining the experience you and your homeowners have with us. In this spirit, we’ve made enhancements to provide consistency, quality and efficiency for you regarding homeowner compliant reporting. We’ve already seen the results of these changes, with complaints substantially down year-over-year. What We’ve Done We’ve updated the annual Level 1 complaint … 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 April 30, 2023. To provide you more information, as well as an opportunity … Continued

For those clients that have LIBOR Adjustable Rate Mortgages serviced by Cenlar, we have been working hard to prepare for the sunset of the LIBOR index. This includes making adjustments to our systems and processes, drafting and sending borrower communications and agent scripting for handling the incremental calls throughout this process. This has been no … Continued

Rave Reviews Pour In for Our Self-Serve Call Recording System By now, the main point of contact at your organization should have received an email from us that walks you through the process of getting started with an exciting new feature: online access to call recordings. All clients will have the ability to play back … Continued

Cenlar will be on hand in New York City May 22-23 for the Mortgage Bankers Association’s Secondary and Capital Markets Conference, and our executive leadership would love to meet face-to-face with you, our client partners. If you are attending, please reach out to your Client Management team member. We’ll schedule a time for you to … Continued

We’ve been made aware that some Cenlar clients recently have received letters from the U.S. Department of Housing and Urban Development (HUD) stating that HUD has not received the documentation to support certain Partial Claims (PC) processed by Cenlar. If you have received one of these notices or receive one in the future, please send … Continued

Thanks to all of you who were able to attend our May 4 Update with Cenlar Leadership call. We always appreciate the opportunity to talk with you about the investments, enhancements and progress we’re making across the business. If you missed the call or would like to watch it again, you can find a recording … Continued

Next Steps to Get Started on Our Self-Serve Call Recording System As we’ve shared with you previously, Cenlar will soon introduce a new feature to all clients that’s intended to enhance your ability to self-serve: online access to call recordings. This new system will allow you to play back calls authenticated in our IVR within … Continued

Please join us for the latest in our series of regular updates. Cenlar leaders will discuss our areas of focus for the months ahead. For the first time, we will offer this update live on video, via Microsoft Teams. A call-in option will also be available. WHEN: Thursday, May 4 at 3 p.m. ET   … Continued

We’re pleased to report that we have resolved yesterday’s connectivity issue, and our Default Call Center was restored to normal operations for the start of business hours this morning. Our representatives are taking calls, and are ready and available to assist homeowners. The incident was caused by a fiber cut that impacted our vendor’s platform. … Continued