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Servicer Profiles and Relevant Metrics

The STAR Reference Guide outlines three distinct business process areas in which servicers are evaluated through the STAR Program: General Servicing, Solution Delivery, and Timeline Management. In each process area there are metrics that measure performance in terms of a servicer’s ability to prevent credit losses for Fannie Mae (Credit Performance metrics) and those that measure their people, processes, and technology operations through the Servicer Capability Framework (SCF). Collectively, these metrics represent the activities that are of strategic importance in achieving Fannie Mae’s business objectives and demonstrate servicers’ proficiency in producing desired outcomes. The table below represents the STAR Scorecard metrics for each process area in 2025.

Table 1: 2025 STAR Scorecard Metrics by Process Area

Process Area Metrics Measurement

General Servicing

Credit Performance

  

  • Transition to 60 plus

  • Inference Test

Servicer Capability Framework

 Thresholds

  • Aged Recurring Hard Reject Rate
  • Min – 0.0050%
  • Max – 0.0250%
  • Aged Recurring Soft Reject Rate
  • Min – 0.0020%
  • Max – 0.0080%
  • Shortage Percent
  • Min – 0.0020%
  • Max – 0.0500%

Solution Delivery

Credit Performance

  
  • 60 plus to Cure

  • Inference Test
  • Retention Efficiency

  • Inference Test
  • Six-Month Payment Deferral Performance

  • Inference Test
  • Six-Month Mod Performance

  • Inference Test
  • Modification Conversion
  • Inference Test

Timeline Management

 Credit Performance  

  • Transition to Beyond Time Frame
  • Inference Test

 

Our servicers’ success is essential in achieving Fannie Mae’s goal of preserving home ownership and reducing taxpayers’ exposure to credit losses. While every servicer participating in the STAR Program manages a significant amount of risk for Fannie Mae in terms of the number of loans it services, not all STAR servicers manage enough delinquent loans for the scorecard to effectively measure relative performance in the Solution Delivery and Timeline Management process areas. Therefore, a servicer’s level of participation in the STAR Program is tiered based on the number of loans it services that are relevant to each process area. The metrics a servicer receives in its monthly scorecard are representative of that profile, and its eligibility for recognition as a STAR Performer.

 

Figure 1: 2025 STAR Inclusion Hierarchy

In addition to the metrics listed in Table 1, servicers will also receive supplemental STAR metrics relevant to each process area. These metrics measure activity that is considered foundational to achieving success in the STAR Scorecard and are used to refine Fannie Mae’s evaluation of each process area. A full list of supplemental metrics measured in the 2025 STAR Scorecard is included in this document as Appendix A.

For 2025, the level of participation in the STAR Program is based on the total portfolio of Fannie Mae - serviced loans using fixed thresholds for loan count to determine the Peer Group for inclusion in the following waterfall:

  1. Peer Group - Timeline Management

    • Total loan count greater than 500,000

  • Peer Group -Solution Delivery

    • Total loan count greater than 150,000

  • Peer Group - General Servicing
    • Total loan count greater than 40,000

Notes: Fannie Mae reserves the right to perform an operational assessment in any or all categories for each servicer.

  • The 2025 updates to the metrics became effective January 1, 2025, and will be reflected in the Scorecard released February 2025.

Inclusion criteria is established to offer a balanced perspective of volume and credit risk exposure, and servicers' participation in the program may be discretionary as determined by Fannie Mae.

Summary

The STAR Scorecard measures servicer performance relative to other servicers and against established thresholds in three process areas related to loan servicing. Servicers are selected for the STAR Program based on the number of loans they service on behalf of Fannie Mae. All servicers selected for the STAR Program are measured in the General Servicing, and servicers that service higher loan counts are also included in the Solution Delivery and/or Timeline Management categories. Servicers' monthly scorecards represent their performance in the relevant Scorecard metrics and includes supplemental metrics that measure key activities in each process area.