For many of Fannie Mae’s STAR Performer loan servicers, one of the key goals that drives their focus on superior performance is simple: keeping people in their homes.
The following key components are recognized as best practices from analyzing servicer capabilities across the key dimensions of people, processes, reporting and technology and as demonstrated by our highest performing servicers within General Servicing.
The STAR Program provides clear expectations and specific, consistent measurements for overall performance, customer service, and foreclosure prevention efforts. The program evaluates servicers across key operational and performance areas relative to their peers, and acknowledges their achievement through STAR designations, with a 5-star rating signifying the highest level of achievement. The ratings for servicers receiving three or more stars are announced each year.
Servicer Capability Model for Operational Assessments
Credit Performance Scorecard
Fannie Mae's Servicing Management Portal provides STAR servicers online access to Operational Assessments and a document management utility. Servicers can also access a dynamic version of their STAR Performance Scorecard, which is based on their STAR Program participation level.