Susan Downey
Wolcottville,IN
Summary
Detail-oriented Mortgage Lending Specialist with over 20 years in banking sales, customer service, real estate, and insurance. Former Loan Officer and Sales Supervisor skilled in HELOCs, with SAFE MLO national test completion and Indiana MLO application approval. Seeking remote roles as Junior Loan Officer, Loan Officer Assistant, or in Mortgage Operations to utilize strong communication, sales support, and relationship-building capabilities.
Overview
1
1
Language
1
1
Certification
26
26
years of professional experience
Work History
Remote Customer Service
Liveops
Scottsdale, Arizona
09.2021 - 03.2026
- Executed follow-ups to address client inquiries and concerns, enhancing client satisfaction.
- Facilitated accurate completion of insurance applications for clients.
- Processed applications by collecting documents, completing forms, and submitting to insurance company for approval, streamlining application workflow.
- Utilized CRM software to manage client relationships effectively.
- Informed clients about life insurance products and coverage options effectively.
- Monitored industry regulations and compliance standards to ensure adherence and mitigate risks.
Insurance Sales & Customer Service
Mike Woods American Family Insurance
Mishawaka, IN
01.2024 - 05.2024
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Identified needs of customers promptly and efficiently.
- Utilized various software and tools to streamline processes and optimize performance.
- Collaborated with teams across departments to enhance project outcomes.
Health Insurance Sales Agent
Assurance IQ
Seattle, Washington
05.2023 - 11.2023
- Educated clients on various insurance products and policy options available.
- Assisted clients in selecting appropriate coverage options for their needs.
- Developed client relationships to understand insurance needs and preferences.
- Assisted clients in completing applications and gathering necessary documentation.
- Provided ongoing support during the claims process for client satisfaction.
- Utilized CRM software to manage client information and track interactions efficiently.
- Identified cross-selling opportunities among existing customers.
- Followed up with clients regularly to ensure satisfaction with services provided.
Licensed Insurance Agent
UniTrust Financial Group
Yulee, Florida
02.2023 - 05.2023
- Educated clients on insurance products and services offered by UniTrust Financial Group.
- Managed client accounts to ensure compliance with policy requirements and regulations.
- Conducted customer needs assessments to identify appropriate coverage levels and options.
- Collaborated with underwriting teams to evaluate risk and determine policy terms.
- Conducted regular follow-ups with clients to maintain strong relationships and trust.
New Home Specialist
D.R. Horton Homes
Fort Wayne, Indiana
11.2022 - 01.2023
- Guided clients through home buying process with expert knowledge and support.
- Coordinated property showings and open houses to showcase new homes effectively.
- Advised clients on financial options available such as mortgage rates or down payment assistance programs.
- Educated buyers on financing options, warranties, and community amenities available.
- Built relationships with local vendors to enhance service offerings for clients.
- Monitored progress of construction projects throughout the entire process from start to finish.
- Maintained accurate records of client interactions and follow-up tasks in CRM system.
Real Estate Agent
Century 21 Bradley
Fort Wayne , IN
07.2018 - 09.2021
- Guided clients through buying and selling processes with expert knowledge.
- Negotiated contracts between buyers and sellers to ensure favorable terms.
- Managed real estate transactions from initiation to closing.
- Conducted market analyses to advise clients on property values and trends.
- Managed property listings through Century 21's digital marketing platforms.
- Organized open houses and property showings for prospective buyers.
- Provided ongoing support to clients post-transaction, addressing concerns promptly.
New Home Specialist
Granite Ridge Builders
Fort Wayne, Indiana
03.2019 - 08.2021
- Guided clients through home buying process with expert knowledge and support.
- Coordinated property showings and open houses to showcase new homes effectively.
- Educated buyers on financing options, warranties, and community amenities available.
- Assisted in negotiating offers and contracts between buyers and developers.
- Built relationships with local vendors to enhance service offerings for clients.
- Maintained accurate records of client interactions and follow-up tasks in CRM system.
- Monitored progress of construction projects throughout entire process from start to finish.
Advisor /Billing and Collections Specialist
Frontier Communications
Fort Wayne , IN
08.2014 - 05.2017
- Managed collections on overdue accounts to ensure timely payments.
- Processed billing inquiries for residential and business accounts.
- Reviewed account discrepancies and resolved issues with customers.
- Managed client accounts and maintained accurate records in CRM systems.
- Facilitated customer inquiries and resolved issues efficiently.
- Developed training materials for new team members and ongoing education.
- Planned and conducted orientation programs and group conferences to promote adjustment of individuals to new life experiences.
Loan Officer /Inside Sales Supervisor
Wells Fargo Phone Bank
Fort Wayne, Indiana
02.2000 - 10.2003
- Evaluated financial information to determine loan eligibility and risk assessment.
- Reviewed and processed loan files to ensure compliance with company policies.
- Reviewed loan agreements to confirm completeness and accuracy.
- Assisted clients in completing loan applications and gathering necessary documentation.
- Met with applicants to obtain information for loan applications and answer questions about the process.
- Maintained accurate records of client interactions and loan status updates.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Collaborated with team members to streamline loan processing procedures.
- Educated customers on credit scores and their impact on loan approval.
Education
High School Diploma -
Harrison College
INSkills
- CRM software usage
- Application processing
- Compliance monitoring
- Risk evaluation
- Insurance consultation
- Policy management
- Client education
- Needs assessment
- Cross-selling techniques
- Follow-up skills
- Client outreach
- Client prospecting
- Customer service training
- Account management
- Sales expertise
- Sales process optimization
- Relationship management
- Relationship building
- Attention to detail
- Interpersonal skills
- Problem solving
- Warm outreach
- Appointment scheduling
- Multitasking capacity
- Compliance
- Policy changes
- Cross-selling
- Account management
- Policy changes
Languages
English
Professional
Certification
- Real Estate License 2018
- Life Insurance License 2023
- Health Insurance License 2023
- Property & Casualty License 2024
- Mortgage Loan Originator License 2026
Timeline
Insurance Sales & Customer Service
Mike Woods American Family Insurance
01.2024 - 05.2024
Health Insurance Sales Agent
Assurance IQ
05.2023 - 11.2023
Licensed Insurance Agent
UniTrust Financial Group
02.2023 - 05.2023
New Home Specialist
D.R. Horton Homes
11.2022 - 01.2023
Remote Customer Service
Liveops
09.2021 - 03.2026
New Home Specialist
Granite Ridge Builders
03.2019 - 08.2021
Real Estate Agent
Century 21 Bradley
07.2018 - 09.2021
Advisor /Billing and Collections Specialist
Frontier Communications
08.2014 - 05.2017
Loan Officer /Inside Sales Supervisor
Wells Fargo Phone Bank
02.2000 - 10.2003
High School Diploma -
Harrison College