Hiking, pickleball, paddle boarding
Susan Graham
Melbourne,FL
Summary
Motivated and results-driven mortgage professional with over 34 years of customer service and business ownership experience. Proven record of achieving sales excellence, building strong client relationships, and leading teams to success. Recognized for exceptional communication skills, a competitive drive, and the ability to thrive in fast-paced, goal-oriented environments.
Diligent Loan Officer with background in reverse mortgage lending, skilled at guiding clients through complex financial processes. Known for fostering trust and delivering tailored solutions. Demonstrated ability in financial analysis and customer relationship management.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Reverse Mortgage Loan Officer
Smartfi Home Loans
Remote
06.2025 - 07.2025
- Educated clients on reverse mortgage options and eligibility requirements.
- Assisted borrowers in completing necessary documentation and applications.
- Managed approximately 30 incoming calls and emails per day from customers.
- Evaluated clients' financial situations to determine eligibility for reverse mortgage products.
Reverse Mortgage Loan Officer
Mutual of Omaha Mortgage
03.2024 - 06.2025
- Convert leads into borrowers through consistent follow-up, education, and service from application through closing. to your achievements. Managed approximately 30 incoming calls, emails per day from customers
- Collaborate closely with loan officers, team leads, processors, and the closing team to ensure smooth transactions.
- Provided exceptional customer service throughout the entire loan process, consistently receiving positive feedback from clients.
- Analyzed customers' financial needs to offer the best mortgage product.
- Constantly meeting with referral partners, realtors, and financial planners to solicit new business.
- Educated clients on reverse mortgage options and eligibility requirements.
- Assisted borrowers in completing necessary documentation and applications.
- Analyzed financial profiles to determine suitable loan products for clients.
- Coordinated with underwriting teams to ensure timely loan processing.
- Developed strong relationships with real estate professionals to generate referrals.
- Guided clients through the loan application process, ensuring compliance with regulations and policies.
Reverse Mortgage Loan Officer
Finance of America Reverse
08.2023 - 02.2024
- Educated clients on reverse mortgage options and eligibility requirements.
- Assisted borrowers in completing necessary documentation and applications.
- Analyzed financial profiles to determine suitable loan products for clients.
- Coordinated with underwriting teams to ensure timely loan processing.
- Managed approximately 30 or more incoming calls per day, as well as emails to customers.
Reverse Mortgage Loan Officer
Longbridge Financial
Remote, NJ
01.2019 - 08.2023
- Earned Rookie of the Year in first year for outstanding production.
- Originated and closed reverse mortgage loans in 13 states, NMLS #801902
- Utilized Salesforce CRM and Quantum Reverse to manage leads and maintain compliance. Working daily with CRM systems, taking over 30 calls per day, as well as answering and writing emails to customers.
- Collaborated effectively with underwriters, processors, and other team members to ensure timely loan closings.
- Ensured client satisfaction and retention through timely follow-ups and consistent communication throughout the loan process.
- Successfully maintained a high approval rate through diligent attention to detail during the underwriting process.
- Educated borrowers on reverse mortgage options, clarifying terms and conditions to facilitate informed decisions.
Real Estate Agent
Mark Spain Real Estate
08.2018 - 04.2021
- Managed client relationships, ensuring satisfaction throughout property transactions.
- Collaborated with mortgage brokers and inspectors to facilitate seamless transactions.
- Conducted market analysis to identify trends and maximize property value.
- Guided clients through buying, selling, and leasing processes with expertise.
- Negotiated contracts, securing favorable terms for clients in competitive markets.
- Closed 26 homes in six months, earning Buyer's Agent of the Year.
- Developed comprehensive marketing strategies to promote listings across multiple platforms, enhancing visibility.
Owner/Operator
Southlake, Inc.
07.1991 - 06.2019
- Founded and managed a successful dry cleaning, alterations, and tuxedo rental business with 20+ employees and $1M+ in annual revenue. With three plant locations
- Developed operational strategies to enhance efficiency and reduce costs.
- Managed daily business operations, ensuring high-quality service delivery.
- Cultivated relationships with suppliers for better pricing and product availability.
- Established a loyal customer base through targeted marketing campaigns, referral programs, and personalized customer experiences.
- Successfully managed a team of employees, providing guidance, coaching, and performance evaluations to ensure optimal productivity.
- Developed business plan, processes, and procedures to provide superior service to our customers.
Education
A.A. - Business Administration
Gardner-Webb University
Boiling Springs, NC05.1979
Skills
- Document preparation
- Pipeline management
- Loan origination
- Referral generation
- Credit evaluation
- Closing coordination
- Teamwork and collaboration
- Multitasking Abilities
- Excellent communication
Accomplishments
- Rookie of the Year, 2021, Longbridge Financial
- #1 Buyer's Agent, Mark Spain Real Estate, Charlotte Office
- Top 5 Realtors, 2020, Lake Norman Magazine
- 28+ Years of customer service and leadership, as a small business owner
Certification
National Mortgage Licensing #801902
North Carolina Real Estate Broker #209297
South Carolina Real Estate Salesman #90945
North Carolina Licensed Notary
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
RemoteHybridOn-SiteImportant To Me
Personal development programsWork from home optionPaid sick leave401k matchPaid time offInterests
Timeline
Reverse Mortgage Loan Officer
Smartfi Home Loans
06.2025 - 07.2025
Reverse Mortgage Loan Officer
Mutual of Omaha Mortgage
03.2024 - 06.2025
Reverse Mortgage Loan Officer
Finance of America Reverse
08.2023 - 02.2024
Reverse Mortgage Loan Officer
Longbridge Financial
01.2019 - 08.2023
Real Estate Agent
Mark Spain Real Estate
08.2018 - 04.2021
Owner/Operator
Southlake, Inc.
07.1991 - 06.2019
A.A. - Business Administration
Gardner-Webb University