That belief sits at the heart of Project Resolute, Cenlar’s enterprise‑wide effort to reinvent mortgage subservicing by staying relentlessly focused on what matters most: caring for clients and homeowners. Our investment in artificial intelligence is one more important push in that journey.
Of course, everyone’s talking about AI—88% of executives surveyed recently by McKinsey said their organizations use AI. But, only 7% have AI deployed and integrated across the organization.
If your organization isn’t yet part of that 7%, not to worry. Cenlar has made an investment in creating the future of servicing so our clients don’t have to, weaving together experts in each business area to create one cutting-edge experience for clients and their homeowners. That, in itself, sets Cenlar apart.
But the nature of our AI strategy is different, as well. Rather than treating AI as a standalone initiative, Cenlar has aligned its use of AI with the same principle that guides Project Resolute: a sole focus on elevating the experience for everyone we serve.
After much thought at how to best do that using AI, we arrived at five strategic elements we believe attack the most common pain points faced by homeowners and clients, while always ensuring human oversight and involvement.
The first is to provide compliance and operational certainty. In a highly regulated environment, confidence is built through visibility and accountability. Cenlar has begun piloting AI‑driven monitoring and analytics to provide real‑time insight into performance and compliance—helping identify potential issues earlier and supporting clearer, more transparent reporting. In addition to internal monitoring, we will produce client-facing analytics on performance and compliance that give our clients a view into the operational activity happening at Cenlar on their behalf.
On the regulatory front, we’ve moved the AI-driven federal and agency change management solution we began piloting with PhoenixTeam in November 2024 into production. State changes are next, accelerating adoption and improving compliance outcomes. In addition, we are testing now a tool that uses AI-enabled “configurable, testable and auditable rules” to increase certainty of outcomes.
This work reinforces the promise at the core of Project Resolute: servicing that clients can trust and homeowners can rely on.
Another push centers on smarter homeowner engagement. Project Resolute is about making mortgage servicing easier to understand and easier to navigate. AI helps support that goal by enabling faster access to information, clearer responses and more efficient routing to the right expertise. We introduced automatic call transcription and summarization so advisors on the phone can focus on providing help, not taking notes. We’re enhancing our agent search function so instead of spending time digging through a repository of procedures, rules and standards, our advisors can ask a question to a bot and get an immediate answer in plain English. We launched our next generation of homeowner-facing GenAI voice bots in late February, providing faster, personalized information for inquiries related to escrow. And our in-progress IVR Upgrade will give homeowners quicker, more concise answers and smarter routing to an expert if needed. Together, these tools reduce friction while preserving the human connection that’s essential during important financial moments in a homeowner’s life.
Behind the scenes, intelligent document solutions help simplify servicing operations. By applying AI to document review, quality control and data consistency, Cenlar can reduce manual effort and improve accuracy, supporting a more resilient servicing platform for clients and a more dependable experience for homeowners. This effort to reinvent loan onboarding through intelligent document solutions is now being tested in parallel with our existing process. This capability deploys AI to validate data against your source documents in minutes rather than days, improving speed, certainty and scalability as origination volumes fluctuate. We go live with our first clients in April, with full portfolio rollout planned for the second quarter.
Cenlar is also exploring agentic AI as part of its broader effort to modernize back‑office processes. These digital “coworkers” assist with tasks such as document review and work routing, allowing teams to focus more time on service, problem‑solving and continuous improvement. Our AI Lab is the proving ground for this and other AI initiatives at Cenlar.
Looking ahead, we are developing tools to provide our employees with better telemetry, allowing them the technology to see a problem before it occurs and preventing it from ever happening. Better decision making and better insight allows for a smoother experience for everyone.
As with all Project Resolute initiatives, these capabilities will continue to be introduced deliberately, tested responsibly and aligned with real operational needs.
Taken together, our AI investments are not about chasing innovation, they are about reinforcing Cenlar’s commitment to being Client and Homeowner Resolute. They represent another set of steady, meaningful pushes that help the organization move faster, operate smarter and care better.
Project Resolute is about reimagining mortgage subservicing not through one dramatic leap, but through many purposeful advances. AI is one of those advances, helping Cenlar continue to raise the standard for how clients and homeowners are supported, today and into the future.