Leading mortgage servicers recognized for best practices and outstanding borrower support
Fannie Mae has named 29 mortgage servicers as top performers in its 2024 Servicer Total Achievement and Rewards (STAR) Program, recognizing those who have excelled in loan servicing, borrower support, and operational efficiency.
The program, now in its 13th year, evaluates servicers based on their performance in managing loans, reducing credit losses, and improving industry standards.
"Our servicers continue to show their commitment to operational excellence while reducing credit loss – a crucial component to the overall safety and soundness of Fannie Mae’s business and the residential mortgage market,” said Cyndi Danko, senior vice president and Single-Family chief credit officer at Fannie Mae.
The STAR Program assesses mortgage servicers through Fannie Mae’s Servicer Capability Framework and STAR Performance Scorecard, identifying top performers in three key areas: general servicing, solution delivery, and timeline management.
A 2024 J.D. Power study found that mortgage servicers have improved overall customer satisfaction. Despite economic challenges, servicers’ efforts to enhance digital tools and customer service have led to a five-point increase in customer satisfaction, bringing the average score to 606. However, borrowers' financial health continues to decline.
Read more: Are mortgage servicers' improvements enough to offset market challenges?
2024 STAR program honorees
General servicing category
These servicers were recognized for their strong loan management and borrower assistance efforts:
- Associated Bank
- Cenlar Federal Savings Bank
- Colonial Savings
- Fifth Third Bank, N.A.
- Gateway First Bancorp, Inc.
- Guild Mortgage Company
- PHH Mortgage Corporation
- JPMorgan Chase Bank
- M&T Bank
- Truist Bank
- The PNC Financial Services Group, Inc.
- Provident Funding Associates, L.P.
- University Bank
- Wells Fargo & Company
- Solution Delivery Category
Recognized for innovative borrower solutions and servicing efficiency:
- Flagstar Bank, National Association
- Rocket Mortgage, LLC
- Timeline Management Category
Acknowledged for maintaining efficient loan servicing timelines:
- LoanCare
Multiple category achievements
General servicing and solution delivery:
- Arvest Bank
- Bank of America, N.A.
- BOK Financial Corporation
- Dovenmuehle Mortgage, Inc.
- Freedom Mortgage Corp.
- Planet Home Lending, LLC
- Regions Bank
- Servbank
- ServiceMac
- The Huntington National Bank
General servicing and timeline management:
- NewRez, LLC
Excellence across all categories (General servicing, solution delivery, and timeline management):
"We’re proud of this year’s top-performing STAR Program servicers who are critical partners in our mission to provide stability to borrowers based on strong servicing standards,” Dankosaid in a Press release.
Stay updated with the freshest mortgage news. Get exclusive interviews, breaking news, and industry events in your inbox, and always be the first to know by subscribing to our FREE daily newsletter.
