Sometimes you have to get back to basics.
Senior Vice President of Client Relations Matt Detwiler has been at the helm of Cenlar’s Client Relations team for nearly six years. In that time, he’s demonstrated how relationships are cultivated and successfully built when combined with innovation, technology and good old-fashioned face-to-face meetings.
Providing best-in-class client support is not new or unique, but what makes Matt, his role at Cenlar, and his team special is the way in which they approach supporting and innovating on behalf of clients. Matt has been on a listening tour for the last several months, visiting a good portion of our clients (in person) to get a first-hand perspective on their business needs, challenges and goals. These meetings have provided tangible, actionable process and technology goals for Cenlar to ensure they stay ahead of client needs and industry trends, as well as compliance and risk management. These engagements have also provided clients with valuable insight and updates on Cenlar’s continuous improvement initiatives and evolution.
Regulatory Realities
The biggest challenge facing the mortgage industry is the increased regulatory focus during and since the pandemic. The rigor and processes required today, versus just a few years ago, have motivated Matt, the Client Management team and Cenlar’s executive leadership to invest in both people and technology to stay ahead of trends and reassure clients this aspect of their business is compliant and fully protected.
Matt is most proud of how Cenlar’s leadership has fostered a client-centric approach to investing in technology and resources.
“We are a product of our own success. We grow from long-tenured partnerships and listen to what our clients want. This level of collaboration has established a two-way conversation where we are always providing support and management based on our clients’ specific needs.”
At Cenlar, we say we’re client resolute. Matt’s team works closely with clients to provide services that not only meet their needs but also go above and beyond with a one-to-one consultancy approach, and educating clients on what works and what doesn’t based on their business goals and the regulatory environment.
“We are committed to supporting an industry leading servicing platform that is driven by homeowner and client support, with a focus on compliance and a culture of leading and innovating technology and regulatory process improvement.”
Matt will continue his client outreach tour over the next several months, incorporating client feedback and business goals into the Client Management’s’ team strategy roadmap and Cenlar’s overall planning process.
On the Road Again…with Matt Detwiler.
