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Phil Stone

Mortgage Administrator

SE25 4LR, United Kingdom

Contact Phil Stone Directly

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About Phil Stone



44 Cresswell Road, Norwood, London, SE25 4LR


Telephone: 020 8407 5190 Mob: 0794 8806495

E-mail: filstoned@hotmail.com


An effective communicator with strong ability to motivate others. Built up good level of communication and time management skills, gained in a client facing environment. A good listener with a fine record of training, coaching and monitoring junior staff. Recognized for organization and efficiency in dealing with outstanding matters. Fluent in Spanish.





Travel/Volunteer worker in Bolivia, South America Details on request 2008 - 2010 (Dec)


UCB Home Loans 2003 - 2008

(Specialist lender of Nationwide Building Society)


Quality Control Consultant (2006 - 2008)


Key Achievements & Skills


 Created and implemented a set of process audits for Customer Services and Debt Recovery departments, which ensured all internal and external procedures were adhered to and the necessary controls were in place


 Provided regular constructive feedback to both teams and individuals on how to improve standards and existing internal procedures. A number of my suggested improvements were implemented, resulting in greater cost efficiency and a higher standard of customer service


 Consistently produced well-constructed and accurate reports, spreadsheets and presentations on behalf of the company. Utilized skills in Windows and PowerPoint to ensure a quality finish to all work completed


 Dealt with broker enquiries regarding procuration fees, and provided IT support to brokers experiencing problems with our on-line broker registration site. Regularly received compliments for being patient and helpful


 Used excellent time-management and organizational skills to ensure that I met a monthly deadline to complete a set of 30-40 internal audits and report the results




Mortgage Arrears Adviser (2005 - 2006)


Key Achievements & Skills


 Consistently exceeded company ‘outbound call’ targets. Calls were made to collect overdue mortgage payments and to negotiate payment plans. Exceeding targets helped reduce the percentage of mortgage accounts in arrears


 Conscientiously and efficiently entered customer details onto database, whilst handling high volume calls, this kept mistakes to a minimum and records easy to understand for other representatives


 Handled customer complaints. Diffused anger by listening and utilizing empathy skills, then offering swift and appropriate solutions, ensuring customer loyalty and the maintenance of excellent customer standards


 Looked after my own specialist portfolio of Buy to Let mortgage cases in arrears, and provided a detailed monthly analysis of the findings to senior managers, allowing them to monitor the accounts and take any necessary remedial action



Customer Care Adviser UCB Home Loans (2003 - 2005)





Pensions Administrator Legal & General 2003 - 2003

(Temporary position)


Cleaning Supervisor Emprise 2001 - 2002


Volunteer worker in Ecuador, South America Details on request 2000 - 2001


Further employment history available on request





Certificate in Mortgage Advice and Practice (CEMAP)


OCR Level 1 Computer Literacy and Information Technology (New CLAIT)


Advanced Microsoft Excel & Word - Certificate

Fire Fighting Course - Certificate


Courses attended: Interviewing Skills, Negotiating Skills





Microsoft Word, Excel, PowerPoint & Outlook





Age: 35


Languages: Spanish


Interests include: Mountain climbing, Travel and Photography




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