source:
  type: guide
  id: fnma-svc-a1-1-03
  authority: Fannie Mae Servicing Guide A1-1-03 — Evaluating a Servicer's Performance
  description: Fannie Mae Servicing Guide A1-1-03 — Evaluating a Servicer's Performance.
  coverage_tier: operative
obligations:
- id: fnma-svc-a1-1-03-full
  canonical_id: fnma-svc-a1-1-03-full
  section: Fannie Mae Servicing Guide A1-1-03 — Evaluating a Servicer's Performance
  type: do
  tags:
  - regulator-direct
  - fnma
  - servicing-guide
  - corpus-expansion
  - tier-operative
  primary_source:
    tier: 1
    authority: Fannie Mae Servicing Guide A1-1-03 — Evaluating a Servicer's Performance
    source_class: fnma-guide
    source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
    snapshot_id: cf63a82bbb4adfba
    fetched_at: '2026-05-22T23:53:19Z'
    content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
    paragraph_quote: 'A1-1-03, Evaluating a Servicer’s Performance (11/25/2015) Introduction
      This topic contains the following: Performance Management Framework Overview
      Servicing Performance Categories Evaluating Performance Implementing Performance
      Improvement Plans Performance Management Framework Overview In order to determine
      the servicer’s compliance with its servicing duties under the Lender Contract,
      Fannie Mae measures the servicer’s performance utilizing various performance
      metrics, which may include servicer reviews and the STAR™ Program for those
      servicers (also refers to a subservicer if there is a subservicing arrangement)
      which Fannie Mae has identiﬁed for inclusion in the Program. Servicers selected
      to participate in the STAR Program will receive written notiﬁcation from Fannie
      Mae prior to being added into the program. The STAR Program is one of Fannie
      Mae’s performance management frameworks designed to determine the servicer’s
      overall performance based on operational assessments and scorecards. The STAR
      Reference Guide serves as implementation guidance for servicers. The STAR Reference
      Guide is located on Fannie Mae’s website on the STAR Program page and is incorporated
      herein by reference. Fannie Mae may change the STAR Reference Guide from time
      to time. Servicing Performance Categories Operational assessments and servicer
      reviews measure the servicer’s performance based on key criteria in certain
      servicer performance categories, which may include, but are not limited to the
      following: Published May 13, 2026 6 customer service; escrow administration;
      property, ﬂood, and MI; collections; loss mitigation; investor relations/reporting;
      mortgage loan payment processing; bankruptcy, foreclosure, and REO management;
      data integrity; delinquency and annual ﬁnancial and management reporting; document
      custody and record retention; remitting; and accounting and reporting. Fannie
      Mae reserves the right, from time to time, to amend the performance criteria,
      modify how the results are determined, and revise the content of the performance
      metrics. Fannie Mae may also communicate individual performance targets which
      may not be included in the STAR Program operational assessments and scorecards.
      Fannie Mae must regularly monitor each servicer’s performance. Evaluating Performance
      Fannie Mae considers many factors when it evaluates whether the servicer’s overall
      performance is acceptable, including, without limitation, the following: trends
      in performance, adequacy of staﬃng, compliance reviews and audits, STAR Program
      results, mortgage loan ﬁle reviews, timeliness of its payment obligations, and
      overall compliance with the requirements of the Lender Contract. Unacceptable
      performance, including unacceptable STAR Program results, may result in a performance
      improvement plan. Fannie Mae reserves the right to terminate the servicer’s
      Lender Contract in whole or in part, Published May 13, 2026 7 including its
      selling and/or servicing arrangement at any time with or without cause, in accordance
      with the Lender Contract. Implementing Performance Improvement Plans Fannie
      Mae expects all servicers to service all mortgage loans in full compliance with
      the Lender Contract. The servicer’s performance may be measured by Fannie Mae
      through any number of servicing quality and compliance reviews, including the
      STAR Program, servicer reviews, as well as, timely payment of its obligations,
      compliance with the Servicing Guide, and other key performance metrics. Servicers
      with unacceptable performance may be subject to a performance improvement plan
      issued by Fannie Mae. Performance improvement plans may require the servicer
      to take actions and/or meet targets within deﬁned time frames in order to remedy
      servicing deﬁciencies, which may include one or more of the following areas:
      customer service; escrow administration; property, ﬂood, and MI; collections;
      loss mitigation; investor relations/reporting; mortgage payment processing,
      remitting, accounting and reporting; bankruptcy, foreclosure and REO management;
      data integrity; delinquency and annual ﬁnancial and management reporting; and
      document custody and record retention. The failure of the servicer to meet the
      terms of its performance improvement plan, including any timeline requirements
      for the performance improvement, constitutes a breach of the Lender Contract
      and may result in Fannie Mae terminating the servicer’s selling and/or servicing
      approvals in whole or in part or taking other appropriate actions under its
      Lender Contract. Recent Related Announcements There are no recently issued Announcements
      related to this topic. Chapter A1-2, Termination of the Lender Contract without
      Cause Introduction Published May 13, 2026 8 This chapter contains information
      on the termination of the Lender Contract without cause.'
  judgment: false
