Joanne Stokes
Slapton,Buckinghamshire
Summary
Dedicated mortgage administrator with 4 years experience managing complex residential and BTL applications from submission to completion. Possess a deep understanding of lender criteria, FCA regulations, and the importance of customer journey, with a proven ability to remain calm under pressure. Highly organised and target-driven, with exceptional problem-solving skills and strategic planning capabilities. Known for strong communication and teamwork abilities, attention to detail, and proficiency in phone systems. Committed to leveraging skills to achieve organisational goals while continuously enhancing professional growth
Actively working towards CF1 and CF6 qualifications while preparing to step into a trainee adviser role. Known for a right‑first‑time compliance mindset and strong capability in guiding clients smoothly through the mortgage process.
Overview
13
13
years of professional experience
Work history
GMC Senior Sales Progresser
Connells
Milton Keynes
2024.07 - Current
- Pipeline management - Managing a portfolio of active cases from submission to completion, ensuring all lender conditions are met to hit monthly offer targets.
- Lender criteria familiarisation - Developing a deep understanding of lender requests and the documents required and relaying the outstanding to the clients.
- Pipeline progression & Completion management - proactively liaising with solicitors accelerating the journey from mortgage offer to completion to meet the company targets.
- Client relationship building - Acting as a primary point of contact during the post submission process, providing updates and managing expectations during high volume periods.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Applied positive customer service approach to increase satisfaction levels.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- FCA compliance & GDPR.
- Training - New starters on the team and supporting new brokers on the admin process being their first point of call.
- Displayed energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Oversaw daily operations to achieve high productivity levels.
- Completed duties to deliver on targets with accuracy and efficiency.
- Supported team by demonstrating respect and willingness to help.
- Successfully delivered on tasks within tight deadlines.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Senior Mortgage Coordinator
Connells
Leighton Buzzard
2022.10 - 2024.07
- Providing and receiving client information to and from banks, solicitors, insurance companies and mortgage brokers for an efficient process of mortgage applications
- Understanding of company software (MUMS)
- Ensuring security and data protection standards are met
- Understanding of how to provide exemplary customer service skills verbally and written ensuring attention to detail with sensitivity and understanding
- Ability to work on my own or with others
- Ensuring deadlines are met and ensuring I'm on target
- Organisational and administrative skills
- Familiarity with calendar management software
- Typing speed and accuracy
- Knowing how to use typical office software, including word processors and spreadsheets
- Understanding of office hardware, including photocopiers, printers and scanners
- Liaised with mortgage lenders, solicitors and valuers to facilitate underwriting process and loan completion.
- Supported client mortgage processes by assisting with applications and financial documentation requirements.
- Safeguarded sensitive financial information, protecting client privacy through stringent compliance with data protection laws.
- Followed up on applications to gather missing information and clarification on client requirements and financial records.
Head Groom
Valliant Equine
2019.01 - 2026.03
- Managing a busy livery yard ensuring high standard were performed at all times
- Organising and creating tasks and schedules efficiently
- Managing bookings of external visitors including vets, physios and farriers
- Answering phone calls to take orders and inquiries from customers
- Calmly listened to complaints showing empathy and resolving the issue accordingly
- Managing stock levels and making telephone orders from outgoing suppliers.
- Scheduled check up for teeth to support farriery and avail of dentistry treatments for horses.
- Maintained thorough records of vaccinations, worming and shoeing schedules to avoid health risks and provide protection to horses.
- Scheduled appointments with vet to administer vaccines, preventing disease and practising proactive control measures.
Senior Groom
Bury Farm Equestrian Centre
2016.01 - 2019.01
- Ensured all of the horses were cared for to a high standard and manage the yard whilst head supervisor was not present
- Organising diary and daily tasks
- Managing stock levels and organising deliveries from suppliers
- Communicating with customers to discuss their requirements to meet their specific need, providing a high level of good customer service
- Answered incoming calls from customers to create orders and to resolve issues
- Volunteered for overtime shift support.
Receptionist
Baylands Equestrian Centre
2013.01 - 2016.01
- Managed front reception desk by answering phones, greeting and directing visitors and responding to email inquiries
- Organising riding lesson slots for group and private lesson
- Listened calmly to complaints and resolved issues in a professional and accommodating manner
- Managing stock levels and organising deliveries from suppliers.
- Welcomed guests and clients in friendly, positive manner.
- Organised and updated weekly schedules and monthly calendar obligations for various levels of management and junior staff.
- Delivered polite, professional customer service to enhance business reputation through positive first impressions.
- Answered and directed incoming calls to relevant staff members using multi-line telephone system.
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
- Directed clerical tasks, including copying, faxing and file management.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty.
- Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval.
- Collaborated effectively with customers and staff to maintain smooth-running company operations.
- Handled database updates and digital file management aligned with data security and integrity requirements.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
Education
BSc (Hons) - Equine Therapies
Northampton University
NorthamptonFdSc -
Northampton University
NorthamptonCollage of West Anglia
Edexcel Level 2 Adult Literacy. Edexcel Level 2 Adult Numeracy. - Applied Science, Business
Queensbury Upper School
Skills
- Microsoft Skills- Proficient within Microsoft software's in Word, Excel, Office Power point and Outlook
- Mortgage Application Knowledge
- Customer Service
- Phone System Knowledge
- Target-Driven
- Organised
- Hard working
- Problem solving
- Team work
- Strong communication
- Attention to detail
- Calm under pressure
- Strategic planning
References
References Available on Request
Accomplishments
- High achiever award 2024
- High achiever award 2025
Timeline
GMC Senior Sales Progresser
Connells
2024.07 - Current
Senior Mortgage Coordinator
Connells
2022.10 - 2024.07
Head Groom
Valliant Equine
2019.01 - 2026.03
Senior Groom
Bury Farm Equestrian Centre
2016.01 - 2019.01
Receptionist
Baylands Equestrian Centre
2013.01 - 2016.01
Collage of West Anglia
BSc (Hons) - Equine Therapies
Northampton University
FdSc -
Northampton University
Edexcel Level 2 Adult Literacy. Edexcel Level 2 Adult Numeracy. - Applied Science, Business
Queensbury Upper School