It is that time of year when someone will suggest in song that there is no place like home for the holidays.
It is central to our culture that a home is far more than just shelter. It is that place we decorate based on time of year and faith. It is a place where we can make redolent holiday meals. We can paint its walls whatever color we like.
It is where we may raise our children or care for elderly parents. It is that place from which we cannot be made unwelcome. It may simply be that place where we are allowed to have a dog.
In decades past, we took out mortgages for 20 or 30 years, made fixed monthly payments and celebrated at an end date by burning a mortgage document in the fireplace.
Much has changed since then. We refinance and borrow against home equity. Our loans are sold to other institutions.
What hasn’t changed is how, at Cenlar, we place homeowners at the heart of our work. And we strive to demonstrate that care every day, including always enhancing the ways we engage with homeowners.
We want to communicate with homeowners in a way that works best for them. Over the last several years, we’ve leveraged technology to deliver omni-channel digital solutions so homeowners can manage their mortgage on their own terms – whether that’s through a website, a mobile app, chat bot or live chat. If working with a human is preferred, we want to ensure the best possible interaction between the homeowner and our agents.
And no matter how you interact with us, it’s our goal to make the homeowner experience feel easy and comfortable.
We are dedicated to training our contact center agents to manage issues at different levels of complexity. We hold ourselves accountable to our goals, and we train to be the best.
Through our comprehensive training program called CARE – Caring, Acknowledging, Relating and Empathizing – the goal is for agents to connect with homeowners on a deeper and more relatable level.
Agents are pulled off the floor for a four-to-five-hour training session. The first question we ask them is: “What does homeownership mean to you?” How would an agent feel if they were on the opposite end where the homeowner is? It’s putting the agents in the homeowners’ shoes. While our agents are subject matter experts who can find the solution, this training allows them to connect with homeowners to create an even better and more satisfying experience across all communication channels.
We know what the word “home” means to you because we know what it means to us.
As we close out 2025 and enter the new year, we reflect on how important it is for us to be the best in the industry. And that starts with always striving to deliver the best possible homeowner experience.
Home Is Where Our Heart Is
