Alicia Napoles
Porter Ranch,CA
Summary
Experienced QA Processor conducting thorough QA reviews for the Claims Administration Team under general supervision. Assigned specific loan types including FHA, VA, GSE, MI, and USDA claims, ensuring adherence to foreclosure fees, eviction requirements, property maintenance, conveyance of title, hazard and Mortgage insurance reconciliation, taxes, and appeals reconciliation. Verify timeline accuracy to meet investor and insurer servicing guidelines. Collaborate with Claims Processors to ensure timely and accurate claims filing with all necessary documentation.
Overview
17
17
years of professional experience
Work History
QA Claims Processor
PennyMac
01.2015 - 06.2025
- Perform risk assessments and transactional testing of loans selected for QC to evaluate
- Analyze, assess risk, marketability and detect errors and omissions, as well as violation of line of business policies and procedures.
- Ensure the data and documentation contain accurate and consistent information.
- System analysis, regulatory compliance assessment and investor program requirements, as applicable.
- Gather, investigate, and review additional information and conduct additional research and/or testing as necessary, including targeted reviews.
- Ensure audits are performed in a timely manner in accordance with established procedures and investor guidelines.
- Maintain and update various logs and QC databases to meet departmental and auditing requirements.
- Subject matter expert and OJT (on-the-job trainer) for new hire employees.
- In charge of “audit the auditor” to ensure quality control amongst the QA team on (FHA) CWCOT, PART A Conveyance, PART B, and PFS products.
- Support the QA management team as needed.
- Excellent multi-tasking skills by continuously exceeding production and accuracy goals on top of performing other functions as required by management.
- Verify claims meet state-specific timelines, including pay-to-date requirements, trial payment plans, and bankruptcy deadlines, to stay compliant with investor and regulatory guidelines.
Claims Processor II
PennyMac
04.2011 - 12.2015
- Review performing loans and compile claim packages to ensure all claims filing with HUD are processed in a timely manner on all eligible loans defined by HUD Regulations.
- Process/File claims according to investor/insurer/statutory and with all federal laws & regulatory guidelines within assigned service level agreements for FHA, FNMA, FHLMC, VA and GSE Mortgage Insurance.
- Maximize the recovery of losses through the timely and accurate filing of FHA, FNMA, FHLMC, VA and GSE Mortgage Insurance.
- Review monthly default reporting data provided by FHA, FNMA, FHLMC, VA, USDA and GSE Mortgage Insurance.
- Act as primary liaison between Asset Management department and the insurers in providing required loan information for claims, and resolving any claims issues.
- Coordinate with internal departments for required supporting information and documentation, prepare and deliver such information to appropriate parties.
- Work with vendors and internal departments to ensure all final invoices are processed in a timely manner for claims processing.
- Ensure compliance with all investor’s policies and procedures as well as legislative and regulatory requirements for processing actions.
- Reconcile reports to ensure proper disposition of claim proceeds.
Senior Operations Analyst/Short Sale Escalations
Bank of America
05.2008 - 10.2010
- Worked with realtors, attorneys, and internal management to coordinate short sale closing with all parties including Title Company, buyer, seller and/or junior lien holder.
- Adhered to internal guidelines and external investor/insurer requirements (FNMA, FHLMC, VA, GNMA, Private Label, Bankruptcy, Conventional Loans and FHA).
- Reviewed and approved Final HUD-1 Statements.
- Received wire confirmations and posted funds into the right accounts.
- Researched credit report disputes and made decisions based on FCRA regulations and reviewing loans for compliance with FCRA.
- Handled highly sensitive complex or escalated calls from customers who have contacted bank executives, providing seamless delivery of service.
- Reviewed final documents in order to close short sale transactions by coordinating and preparing loan closing packages, including issuance of funds.
- Provided closing instructions necessary to ensure the marketability of loans. (FNMA, FHLMC, VA, GNMA, Private Label, Bankruptcy, Conventional Loans and FHA).
- Monitored foreclosure loans by postponing according to investor/insurer, state, and regulatory guidelines.
Education
Associate of Arts - Interdisciplinary Studies, Small Business
Los Angeles Mission College
Sylmar, CA01.2007
Skills
Microsoft Office expertise, MSP, LPS Foreclosure, LPS Invoice Management, FHA Connection, Evars, Yardi, FNMA Hometracker, FNMA HSSN, Pacer, FHLMC workout prospector Vendorscape, Short Sale Quandins, CloudClaims and Bilingual (Spanish)
Timeline
QA Claims Processor
PennyMac
01.2015 - 06.2025
Claims Processor II
PennyMac
04.2011 - 12.2015
Senior Operations Analyst/Short Sale Escalations
Bank of America
05.2008 - 10.2010
Associate of Arts - Interdisciplinary Studies, Small Business
Los Angeles Mission College
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