SCF Framework Introduction

Operational measures are focused on gauging the effectiveness of the servicer's capabilities in key areas of interest to Fannie Mae.

Performance is based on design and execution of underlying organizational processes. Well-designed business processes typically increase effectiveness and efficiency in meeting core objectives.

Organizational Overview and Shared Processes

Shared Processes are defined as processes that serve the entire enterprise and support efficient and effective functioning of key business processes.

Enterprise Shared Processes generally include People Management, Information Technology, Business Continuity and Disaster Recovery, Compliance and Business Process Management, Enterprise Risk Management, and Vendor Management. These Shared Processes include functions such as Training Effectiveness, Project and Portfolio Management, Quality Assurance, Quality Control and Business Performance Analytics, and Vendor Selection and Oversight Management.

The Shared Processes currently in scope for the STAR Program are Change Management, Enterprise Risk Management, Vendor Management, People Management, Technology, and Business Continuity and Disaster Recovery.

Business Processes

Business Processes are the primary functions servicers perform to achieve their business objectives. Examples include customer support, cash management, and loss mitigation. The STAR Program evaluation considers General Servicing, Solution Delivery, and Timeline Management.

 

General Servicing

Process Area	Critical Success Factor	Assessment Area
7.1.1 Investor Reporting and Accounting	7.1.1.1 Investor Reporting and Custodial Reconciliation	Fannie Mae Cash Reporting and reconciliation
7.1.2 Loan Administration	7.1.2.1 Escrow Administration	Escrow analysis
		Escrow management
		Escrow disbursements
	7.1.2.2 Loan Onboarding and Offboarding	Communication
		Onboarding
		Offboarding
7.1.3 Customer Service	7.1.3.1 Call Center Operations	Call center management
		Call center reporting
	7.1.3.2 Workforce Management	Staffing Optimization
		Call Monitoring
	7.1.3.3 Customer Satisfaction	Customer satisfaction surveys
		Written Communication
	7.1.3.4 Escalations	Escalations management
7.1.4 Collections	7.1.4.1 Collections Operations	Borrower Outreach
		Collections Reporting
	7.1.4.2 Workforce Management	Staffing Optimization
		Call Monitoring
	7.1.4.3 Borrower Assessment and Counseling	Counseling and decisioning tools
		Execution of collections strategies

 

Solution Delivery

Process Area	Critical Success Factor	Assessment Area
7.2.1 Loss Mitigation Operations	7.2.1.1 Single Point of Contact and Workforce Management	Ownership model
		Workforce management
		Counseling tools
	7.2.1.2 Borrower Solicitation	Solicitation of retention and liquidation solutions
7.2.2 Retention	7.2.2.1 Retention Decisioning Tools	Decisioning tools
	7.2.2.2 Retention Solution Management	Pipeline management and exception monitoring
7.2.3 Liquidation	7.2.3.1 Liquidation Decisioning Tools	Decisioning tools
	7.2.3.2 Liquidation Solution Management	Pipeline management and exception monitoring

 

Timeline Management

Process Area	Critical Success Factor	Assessment Area
7.3.1 Bankruptcy	7.3.1.1 Process Management	Proof of Claim filing and case review
		Adherence to payment plans or other arrangements
		Managing post-discharged Chapter 7 loans
	7.3.1.2 Timeline Management and Reporting	Managing key bankruptcy milestones and timelines
		Adherence to Fannie Mae bankruptcy referral guidelines
7.3.2 Foreclosure	7.3.2.1 Process Management	Pre-referral to foreclosure review on loans determined eligible for foreclosure
		Timeliness, completeness and accuracy of referral package
		Pre-foreclosure sale management and oversight
	7.3.2.2 Timeline Management and Reporting	Adherence to Fannie Mae foreclosure timelines and reporting requirements
		Monitoring attorney performance
7.3.3 Property Preservation and Post Foreclosure Management	7.3.3.1 Preserving, Protecting and Maintaining Fannie Mae Collateral	Properly maintain property condition through inspection, preservation and maintenance
	7.3.3.2 Post Foreclosure Review	Fannie Mae guidelines for REOgrams are always met
		Servicer elimination/rescission notifications
		MI Claims management
	7.3.3.3 Title Exceptions	Conveyance of clear and marketable title to Fannie Mae