Video Library Leads Program for CalHFA Preferred Loan Officers

A CalHFA Preferred Loan Officer (PLO) is a loan officer who works for an approved CalHFA Lender and demonstrates knowledge of CalHFA loan products and loan processes. A CalHFA PLO has achieved the minimum number of CalHFA first mortgage loans for purchase and accepts CalHFA's invitation to participate.

Although a majority of CalHFA loans are layered with CalHFA down payment assistance loans, only first mortgage loans are counted for eligibility. CalHFA believes that experience and training are imperative to gain the knowledge and expertise for mortgage and down payment assistance loans.

A CalHFA Lending Hero is a PLO who is among the highest annual producers of first mortgage loans. Lending Heroes are featured prominently for homebuyers to see on the CalHFA website.

CalHFA will invite a loan officer to become a PLO when CalHFA's Loan Servicer has purchased at least eight first mortgages from that loan officer within the periods of Jan-June and July-December. CalHFA annual training is required. There are no applications to initiate the process. We review our records in January and July for the previous six months to select loan officers who meet the criteria for a PLO.

During our semi-annual review, we will contact loan officers who meet the minimum loan production requirement and ask them to complete a Loan Officer Profile Form. Prior to approval, CalHFA will verify the NMLS or MLO status with the NMLS Consumer Access Database for any state regulatory actions.

Preferred Loan Officers will receive homebuyer leads and will have their contact information listed on the CalHFA website. Only loan officers who participate in the leads program as a PLO will be listed for referrals on the CalHFA website.

To be eligible:

1. You must be able to submit first mortgage loans directly to a participating lender;
2. You must submit and CalHFA’s Master Servicer must purchase at least eight first mortgage loans within the review period;
3. You may not have any state regulatory actions listed under your NMLS or MLO numbers on the NMLS Consumer Access Database. If there are any actions listed, your status as a PLO will have to be cleared and approved by CalHFA's Legal Division. These will be handled on a case-by-case basis; and
4. You must attend an annual CalHFA Training Course.

CalHFA determines eligibility for the Leads Program by the number of first mortgage loans originating under the loan officer information in the Mortgage Access System (MAS). It is important that the loan officer confirm accuracy and consistency of the data entered into MAS for each loan reserved. This will ensure loan officers receive credit towards program participation, timely program updates and accurate contact information.

CalHFA prides itself on excellent customer service and a quick response to the public. PLOs are expected to adhere to that standard, as well as a high level of professional conduct. You must:

• Respond to each and every lead via phone call and email within 24 hours of receipt, with the exception of weekends and holidays but no later than the next business day.
• Follow up on each and every lead in accordance with these guidelines.
• Treat every lead with respect and dignity.
• Communicate effectively and honestly in every CalHFA transaction.
• Immediately report any state regulatory actions brought against you to CalHFA.
• Notify CalHFA when you are on vacation or cannot accept leads. CalHFA will give you a temporary suspension of lead referrals.
• Accept leads for yourself only. This is not a team referral system. Do not forward leads to other loan officers for handling. CalHFA refers leads to specific loan officers, not branches.
• Be knowledgeable on all CalHFA loan programs, forms and processes.

PLO communications are defined below:

• Lead Assignment Email - Immediately after a caller is assigned to a PLO, CalHFA will email the lead to the PLO and copy the prospective borrower. This lead contains all the information needed for the PLO to initiate contact with the prospective borrower.
• Initial Follow-up Email - Within 24 hours of the lead assignment, PLOs will receive a follow-up email. This confirms that the lead was received by the PLO and asks for the outcome of the initial contact with the borrower. The PLO must reply to this email providing a status on the contact with the lead.
• 3-day Reminder Follow-up Email – A status for each lead must be provided to CalHFA by email within 2 business days. It is the PLO's responsibility to contact the CalHFA Customer Service Center via phone or email with any concerns or questions that arise. Lack of response may result in suspension from the Leads Program.
  • Note: if you send a response on a Friday evening, the response will not be updated until Monday morning. This may result in an overlap of information received and another reminder notice may be generated If you have updated CalHFA, please ignore this reminder and allow CalHFA time to update the system on Monday morning
• Reminder Email – If the PLO has not responded within 48 hours of the first email, a courtesy reminder email will be sent. This email will inform the PLO that they have until the end of the business day to contact the lead and respond to CalHFA. If a response is not received, the PLO will be suspended from receiving any new leads and the lead will be reassigned to different PLO.

The PLO must notify CalHFA of the follow-up action taken and the current status of the lead. The reminder emails will contain a list of possible responses to choose from when responding. In the reply, the PLO should indicate the responses that best apply to this particular lead, and add any comments as needed to clarify the outcome of the contact.

To ensure the best possible service for potential homebuyers, PLOs who do not follow up on their assigned leads will be removed from the Leads Program and will no longer be listed as PLOs.

If a PLO is temporarily unable to receive leads in accordance with these requirements for any reasons, it is the responsibility of the PLO to contact CalHFA at calhfaleads@calhfa.ca.gov with "Request to be temporarily removed from the Leads Program" in the subject line. Reinstatements can be granted for temporary removal without additional training upon the request of the PLO. However, it is the PLO's responsibility to contact the Customer Service Center to request reinstatement back into the Leads Program or provide a "return to active" date in the email message.

Additional information:

• It is the responsibility of the PLO to immediately contact CalHFA at calhfaleads@calhfa.ca.gov when the PLO's profile information changes, including address, email, phone number, fax number, etc.
• The PLO has the right to appeal the removal from the Leads Program by CalHFA within 30 days of the dismissal. Reinstatement to the Leads Program will be at the discretion of Leads Program Manager.
• The PLO has the right to terminate participation and/or specified participating counties in the Leads Program at any time.
• If the PLO terminates his/hers participation in the Leads Program, the PLO must immediately contact the Leads Program Manager.

The Customer Service Center will forward all complaints to the Leads Program Manager. The Leads Program Manager will review each complaint on its own merit on a case-by-case basis. If the Leads Program Manager finds the allegations to be serious and relevant, they will contact the PLO with its findings. Below is the complaint process:

• If the caller forwards a complaint, the PLO will be required to respond within five business days to the Leads Program Manager and provide a proposed resolution to the caller's concerns. The PLOs response must address any concerns or questions in the caller's complaint.
• If the PLO has any questions about how to address the complaint, he/she should contact the Leads Program Manager as soon as possible.
• If the caller and the Leads Program Manager do not receive a response within five business days or additional complaints have been made, the Leads Program Manager reserves the right to suspend the PLO.
• PLOs lack of response to our attempts to contact him/her will automatically result in suspension from the Leads Program.

Additional information:

• The Leads Program Manager will assess the level of complaint and/or issue in determining any such reinstatement to the Leads Program.
• Depending on the complaint, the Leads Program Manager may require the PLO to complete the CalHFA Training prior to reinstatement to the Leads Program. The PLO will be responsible for providing confirmation of the training completed within 60 days of such request to the Leads Program Manager.