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Building a Tech Foundation to Support Client Success

  • 3 min read
  • Rene Gonzales, Chief Technology Officer
When I joined Cenlar six years ago, my primary focus was to revamp the IT infrastructure and underlying technologies while improving internal IT support services. My other goal – to partner with third parties to ensure Cenlar’s technology is always at the forefront of the industry, supporting clients and their homeowners. 
My progress and approach at Cenlar is like building a house. 

The foundation and layout are now done, but I’m still working on the inside. My overarching goal is to ensure a holistic approach to managing technology while giving each client a room that is unique and specific to their needs and objectives.

Influencing Cenlar’s Technology Mastery

The progress and scope of Cenlar’s technology is largely influenced by understanding the need to scale and yet stay nimble and agile for each client. Personalizing the services and data for each one while maintaining our competitive edge.

Cenlar focuses on innovating technology and how it’s applied for the benefit of clients and Cenlar. To do this, I meet regularly with industry peers and technology partners to share (at a general level) what they're working on and what will help change the landscape.

Technology allows us unlimited capacity to revolutionize the landscape of what we do in servicing and not just for our clients and our homeowners but for the industry. We must adapt and adopt to stay ahead of our competitors and maintain regulatory compliance. 

Flexibility and Integrity

When Cenlar started this technology journey over five years ago, a key initiative was the cloud technology and revamping our infrastructure stack. The vision was to have the ability to scale as the business grew. Cenlar’s entire infrastructure is founded on a cloud-based process. This means we don’t worry about the hardware or limitations of on-premises data centers. This provides Cenlar with significant scale, resiliency and flexibility for our clients.  For example, our call center technology resides in the cloud and scales with our call center needs. The cloud has allowed us to test and try out new technologies. Think of it in terms of an ala carte menu where you can try it and if it doesn't fit you can pivot and find the perfect solution.

Cenlar’s successful Servicing Digital program has given homeowners self-service access to their documents and account without waiting for a response via an email or contact center representative. It puts a lot of that information at their fingertips in real-time.

My team have ensured that Cenlar’s cloud technology enables automation at all levels of standards and compliance, providing the flexibility to customize by client and enabling scale for growth without reinvesting in the latest update every couple of years.

Today, our focus is on how we leverage data and document intelligence to better support our clients. The ability to provide meaningful data at their fingertips while improving our operational efficiency.

As the CTO, I’ve encouraged collaboration, teamwork, and major improvements across the organization. Cenlar’s technology today is vastly different from five years ago and has brought us to the forefront of technology in the servicing industry. 
We have a great team and that is a monumental differentiator for Cenlar. What makes Cenlar stand out is truly our people and how we use technology. We're in the business for one thing - that’s for our clients and their homeowners. 

We can never lose sight of that aspect of our work. We must make sure they're at the forefront of everything that we do and the decisions that we make.

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