Partner resources
Find the answersyou need.
Explore common questions about getting started with Symmetry, our lending approach, loan servicing and payments, and submitting loans.
30 questions
Getting started
How do I find my Area Manager?
Log into the Broker Portal and check the territory map to find the Area Manager assigned to you. If you don't have portal access yet, reach out through Contact and we'll route you to the right person.
Who does Symmetry Lending work with?
We partner with mortgage brokers on the origination side, and with credit unions, banks, and other financial institutions through Capital Markets on the purchase opportunities side. See Products or Capital Markets for details on each.
How do I get access to the Broker Portal?
Start at Contact and a member of our team will get you set up. Once you're in, pricing, submissions, live pipeline status, guidelines, and your Area Manager's territory are all in one place.
Where is Symmetry Lending located?
Our headquarters is in Atlanta, GA, with additional offices in Arizona, Colorado, Minnesota, and Nevada. Full address and contact details are on the Contact page.
Where can I find exact rates, guidelines, and eligibility figures?
Full specs, live pricing, and eligibility figures are portal-exclusive so they stay current. Log into the Broker Portal, or check the topic categories below for the full FAQ library.
About Symmetry
How does Symmetry work with mortgage brokers and bankers?
Symmetry partners with mortgage brokers/bankers, offering attractive products that expand their offering to their customers. Symmetry's customer is the broker/banker, and Symmetry respects the valuable relationship that exists between the borrower and his/her mortgage broker or banker.
Why do the loan documents show a credit union or bank other than Symmetry Lending?
Symmetry operates in partnership with multiple credit unions and banks, offering the best stability and reliability as a partner to our broker/banker customers. As part of Symmetry's fulfillment process, loans are facilitated on behalf of one of Symmetry's lending partners.
Can payments be made at the credit union or bank listed on my client's loan documents?
No. All Symmetry HELOCs are serviced by Cenlar on Symmetry's behalf. For questions related to HELOC payments and other customer service inquiries, have your clients contact Cenlar directly:
Customer Service Number: 855-839-6470
Self-Service Portal: www2.loanadministration.com
Who should borrowers call for a refinance opportunity?
Symmetry does not solicit the broker's/banker's customers for refinance opportunities. Symmetry recommends that all borrowers contact their mortgage broker/banker for future mortgage financing needs.
Does Symmetry interfere with the relationship between the broker and the borrower?
Absolutely not. Symmetry understands the importance of the customer relationship that our broker/bankers have with their borrowers. Symmetry's goal is to consistently deliver Service, Speed, and Simplicity that enhances that relationship opportunity for our broker/banker partners.
Loan Servicing & Payments
Who is the loan servicer?
All HELOCs are serviced by Cenlar on Symmetry's behalf. Please contact Cenlar for monthly statements, payment processing, account advances, loan payoffs, and any other loan servicing needs.
Customer Service Number: 855-839-6470
Self-Service Portal: www2.loanadministration.com
Who is Cenlar?
Cenlar performs all loan servicing duties on Symmetry's behalf. Any questions related to monthly statements, payment processing, account advances, loan payoffs, or any other loan servicing needs should be directed to Cenlar.
Customer Service Number: 855-839-6470
Self-Service Portal: www2.loanadministration.com
Who should borrowers contact about their HELOC, including loan payments, loan payoffs, HELOC draws/advances, and funding questions?
Customer Service Number: 855-839-6470
Self-Service Portal: www2.loanadministration.com
If your clients are unable to resolve the issue with Cenlar in a reasonable timeframe, they should contact Symmetry for assistance:
Customer Service Number: 678-597-9771
Email: info@symmetrylending.com
Are there fees for paying the HELOC?
No. There are no fees added to any of the payment methods.
How does my client make payments on their HELOC balance?
Your client can make payments on their HELOC balance via Cenlar's online, self-service portal: www2.loanadministration.com. They can also make payments by sending a check or money order to Cenlar, by phone, or by enrolling in ACH automatic payments. For customer service inquiries, including questions related to HELOC payments and accessing the online portal, contact Cenlar:
Customer Service Number: 855-839-6470
Self-Service Portal: www2.loanadministration.com
How do I sign up for ACH automatic payments?
Symmetry and its lender partners take great pride in helping borrowers maintain a strong credit history. Establishing ACH automatic payments is a great way to ensure the loan is always paid on time without the hassle of remembering to mail a check. Borrowers can enroll at loan close or by contacting Cenlar at any time. It's in your client's best interest to confirm with Cenlar that this has been effectively set up once initiated, since the process can sometimes take a couple of billing cycles to complete. Your clients remain responsible for making timely payments while waiting for auto-pay to be established.
Customer Service Number: 855-839-6470
Self-Service Portal: www2.loanadministration.com
Where should I mail a loan payment?
Phone: 855-839-6470
Email: customerservice@loanadministration.com
Online: loanadministration.com
Why doesn't Cenlar have a record of my client's HELOC?
It can sometimes take a few business days for your client's HELOC information to be loaded into Cenlar's system after loan closing. Your clients should contact Cenlar to confirm any loan account details:
Customer Service Number: 855-839-6470
Self-Service Portal: www2.loanadministration.com
If a loan closing took place more than 10 business days ago and Cenlar is still unable to locate a record of your client's account, please have them contact Symmetry for assistance.
Why does the first HELOC billing statement include an annual fee?
Like many HELOC loans, there is an annual fee that will appear on your client's first month's statement from Cenlar, and annually thereafter. This covers maintenance of the loan.
What are Cenlar's hours of operation?
Monday thru Friday: 8:30am – 8:00pm Eastern Time
Saturday: 8:30am – 5:30pm Eastern Time
Customer Service Number: 855-839-6470
Self-Service Portal: www2.loanadministration.com
Is there a resource I can share with my clients to help address their HELOC questions?
Yes. We've created a consumer-facing FAQ resource you can share with your clients to help address commonly asked questions and customer support needs regarding their Symmetry Lending HELOC. Contact us for the downloadable PDF.
Submitting Loans
Can borrowers submit a loan directly to Symmetry?
No. Symmetry only accepts applications submitted by a mortgage banker or mortgage broker. If you'd like to apply for a home equity line of credit arranged by Symmetry, contact your mortgage broker/banker.
What is the Loss Payee clause for homeowners insurance policies?
Cenlar
ISAOA / ATIMA
PO Box 202028
Florence, SC 29502
What is Symmetry's Mortgagee Clause?
Please contact your Loan Coordinator to determine the Mortgagee Clause specific to each loan.
Symmetry follows FNMA with limited overlays; where can I find those overlays?
Symmetry follows FNMA guidelines very closely. For the few overlays that apply, check our Credit and Income Guidelines in the Broker Portal. If you need further assistance, contact your Area Manager.
How do I become approved to submit applications to Symmetry?
It's easier than you think. Find your Area Manager and contact them today.
How do I find my Area Manager?
Log into the Broker Portal to find your Area Manager on the territory map.
How do I submit a loan to Symmetry?
Detailed step-by-step submission instructions are available in the Broker Portal.
Are brokers able to earn compensation on loans submitted to Symmetry?
Symmetry Lending does not offer any compensation to the mortgage loan officer or to their mortgage company. Symmetry does allow the mortgage loan officer the option to charge a borrower-paid broker fee, if their company allows this fee to be charged to the borrower and they've notified Symmetry Lending that they'd like to have this option. See our Credit and Income Guidelines in the Broker Portal for allowable options.
Does Symmetry Lending accept applications in my state?
See where Symmetry is currently active by finding your Area Manager.
Your next step
Keep the conversation going.
Your Symmetry team is here for questions beyond this library.