Susan Love
Altoona,USA
Summary
Motivated professional eager to embrace new challenges. Demonstrates a strong work ethic, adaptability, and exceptional interpersonal skills. Proven ability to work independently and rapidly acquire new skills.
Overview
23
23
years of professional experience
Work History
Escalations Specialist
LAND HOME FINANCIAL SERVICES
West Des Moines, Iowa
08.2025 - Current
- Researched high-level customer complaints and responded professionally to resolve issues.
- Built a 'living Ledger' of payment activity on each loan in active Bankruptcy, ensuring accurate tracking and compliance.
- Located and provided Mortgage Origination documents upon request from internal and external sources, facilitating timely access to information.
- Assisted with projects and tasks for the Escrow department, including verifying active Hazard Insurance policies on non-Escrowed loans.
Loss Mitigation and Bankruptcy Specialist
IOWA BANKERS MORTGAGE CORPORATION
Johnston, Iowa
02.2016 - 08.2025
- Demonstrate knowledge of Fannie Mae, FHA, VA, FHLB and USDA guidelines by working with borrowers through all loss mitigation processes: Loan Modifications, Repayment plans, Forbearances, Deed-in-Lieu of Foreclosure and Short Sale.
- Generate legal documents for Loss Mitigation and Bankruptcy and ensure they are executed and recorded properly.
- Handled bankruptcy processes, generating and submitting Reaffirmation and Proof of Claim packages for attorneys while tracking payments and legal processes.
- Built customer files for loss mitigation by requesting and analyzing financial information from customers per IBMC request and investor requirements.
- Educated and counseled borrowers over the phone and in-person about mortgage payments, assistance options, and related topics, ensuring a high level of customer service.
- Demonstrate attention to detail and timelines by submitting claims to FHA and VA and completing monthly delinquency reporting for FHA, VA, and USDA.
Loan Servicing Specialist III and IV
WELLS FARGO HOME MORTGAGE
West Des Moines, Iowa
06.2012 - 02.2016
- Conducted HAMP certification reviews to ensure compliance with foreclosure eligibility criteria.
- Maintained Wells Fargo HAMP certification WIP independently in a high production-driven environment.
- Communicated proactively and timely with business partners by managing HAMP certification inquiries in a general email box.
- Developed talent through targeted coaching sessions.
Loan Servicing Specialist II
WELLS FARGO HOME MORTGAGE
West Des Moines, Iowa
06.2011 - 06.2012
- Executed detailed placement and processing of valuation orders for departments within Wells Fargo Home Mortgage, ensuring accuracy in Bankruptcy, Foreclosure, Deed in Lieu, and Short Sale transactions.
- Provided exceptional internal and external customer service by managing valuation inquiries and requests through general email communication, resolving issues efficiently.
- Prioritized and managed workload effectively to consistently meet daily production deadlines.
Loan Adjustor Specialist
WELLS FARGO FINANCIAL
West Des Moines, Iowa
02.2008 - 06.2011
- Collaborated with customers in default on mortgage loans to verify and update contact information in systems of record, enhancing communication and support.
- Analyzed and identified optimal loss mitigation options, including home preservation (HAMP), updating accounts, or facilitating liquidation to prevent foreclosure.
- Oversaw daily management of 70 to 80 accounts to ensure seamless execution of home preservation processes, contributing to improved loan recovery efforts.
Operations Manager
PetSmart
Des Moines, IA
02.2003 - 02.2008
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Education
BS - Equestrian Science
William Woods University
05-2001
AAS - Horse Science Technology
Kirkwood Community College
08-1999
Skills
- Loan servicing software
- Data analysis
- Customer support
- Regulatory compliance
- Account reconciliation
- Case management
- Microsoft Office suite
- Loss mitigation
- Attention to detail
- Reporting and documentation
- De-escalation techniques
- Spreadsheet tracking
- Issue resolution
- Quality assurance
- Document management
- Payment processing
- Adaptability and flexibility
- Client communication
- Information retrieval
- Workflow management
- Problem-solving abilities
Timeline
Escalations Specialist
LAND HOME FINANCIAL SERVICES
08.2025 - Current
Loss Mitigation and Bankruptcy Specialist
IOWA BANKERS MORTGAGE CORPORATION
02.2016 - 08.2025
Loan Servicing Specialist III and IV
WELLS FARGO HOME MORTGAGE
06.2012 - 02.2016
Loan Servicing Specialist II
WELLS FARGO HOME MORTGAGE
06.2011 - 06.2012
Loan Adjustor Specialist
WELLS FARGO FINANCIAL
02.2008 - 06.2011
Operations Manager
PetSmart
02.2003 - 02.2008
BS - Equestrian Science
William Woods University
AAS - Horse Science Technology
Kirkwood Community College