Fannie Mae STAR Program

The Fannie Mae Servicer Total Achievement and Rewards™ (STAR™) Program supports the industry by establishing a transparent and formal framework to recognize our servicing partners for their competency, capacity, and overall performance.

Recent News

  • Access the STAR Performance Scorecard Report in Fannie Mae Connect new

    On Oct. 3, the STAR Performance Scorecard Report was migrated from the Servicing Management Portal to Fannie Mae Connect. The transition of reports is part of a larger effort to centralize reporting, and to retire the Service Management Portal on Nov. 30. Contact your Customer Delivery Team or STAR Team with questions.

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 Inclusion

  • Servicers are selected to participate and divided into peer groups based on their Fannie Mae portfolio size and composition. For more information, see the Introductory Section of the STAR Reference Guide.

Servicer Capability Model for Operational Assessments

  • The Servicer Capability Model (SCM) provides a framework within which individual servicer operations are measured across people, processes and technology.
  • Operational Assessments evaluate each servicer's capabilities using consistent metrics along with samples and documentation.

Credit Performance Scorecard

  • The Credit Performance Scorecard helps servicers understand their performance relative to their peers.
  • The Scorecard measures servicer effectiveness at managing credit performance through roll rates, solution delivery, workout performance and timeline management. See the Operational Performance Scorecard White Paper for more information.

STAR Resources

Access STAR Operational Assessments

  • Servicing Management Portal

    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.