Disclosures

STAR Reference Guide Purpose

The Fannie Mae Servicer Total Achievement and Rewards™ (STAR™) Program was created to provide consistent and specific servicing-related expectations for Fannie Mae’s servicers along with a framework for measuring servicer performance relative to those expectations. This STAR Reference Guide (“STAR Reference Guide” or “Reference Guide”) serves as implementation guidance for servicers.

Conflict with Fannie Mae's Servicing Guide or Contracts

Servicers are responsible for complying with the Servicing Guide and applicable contracts, such as the Mortgage Selling and Servicing Contract (MSSC). In the event of any conflict between the Servicing Guide or any applicable contract and the terms of the STAR Reference Guide, the terms of the Servicing Guide or applicable contract shall control.

Program Updates

The content of version 15.0 of the STAR Reference Guide governs the STAR Program for the 2025 STAR Program year. Fannie Mae may at any time update, rescind, or amend any and all materials in the STAR Reference Guide. Fannie Mae will notify servicers of changes and updates to the STAR Reference Guide by email. Fannie Mae posts an electronic version of this Reference Guide on www.fanniemae.com and makes every effort to keep it updated with changes throughout the year.

Each servicer should ensure its leadership team, operation managers, and staff, as applicable, are familiar with the content.

Fannie Mae Use of Data

Fannie Mae takes appropriate measures to safeguard servicer-provided data. Furthermore, servicer-provided data will not be attributed to a particular servicer without prior permission from the servicer.

Publication

The documentation used for servicer reviews and operational assessments is considered to be “confidential information” for purposes of the Servicing Guide; however, STAR results derived from the servicer’s scorecard, servicer reviews, and operational assessments may be made public by Fannie Mae for STAR Performer recognition.

When Questions Arise

The STAR Reference Guide explains STAR Program parameters, details the Shared and Business Processes included in the operational assessment, and provides recommendations for success.

If servicers have questions or feedback related to any section of the Reference Guide, they should contact their Servicing Representatives or may provide feedback directly to the STAR team. Information included in the Fannie Mae Servicing Guide supersedes information presented with the STAR Reference Guide.