Stephanie Caldicott
Prenton
Summary
I am a highly motivated, reliable, and hardworking individual who excels both independently and as part of a team. My proactive attitude drives me to set and achieve ambitious goals. With strong listening and communication skills, I pay keen attention to detail and possess a creative mindset, always eager to embrace new challenges. My organizational skills ensure that I manage my time effectively, allowing me to meet deadlines and achieve service level targets.
Overview
36
36
years of professional experience
5
5
years of post-secondary education
Work history
Quality Control Outcome Tester
Lloyds Banking Group
01.2002 - 05.2025
- Highly responsible for providing independent and consistent quality control throughout the customer's end-to-end journey
- Listening and scoring calls to offer feedback to colleagues, aiding their progress and ensuring the best outcomes for customers
- A meticulous and highly organised approach, with attention to detail as the cornerstone of success
- Implementing and influencing overall business decision-making processes
- Delivering a range of high-level technical business support tasks to produce quality outputs that meet stakeholder needs and aid change initiatives
- Ensuring compliance with regulators and internal policies while providing customers with the right solutions for their needs
- Using judgement and decision-making skills to interpret complex information and data
- Contributing to the development of systems and processes to enhance future operations
- Case handler - ensuring customers receive the solutions they need
- Assisted in the design of effective test cases for comprehensive coverage.
Secured Mortgages Specialist
Lloyds Banking Group
01.2002 - 05.2025
- Calculating arrears ready for accounts to be litigated
- Quality checking that all calculations and arrangements are always accurate and precise before being issued to solicitors, customers, and even court proceedings
- Making judgments based on evidence and analysis throughout the customer's end-to-end journey
- Involved with Risk Division implementing new processes
- Contacting EFA (External Field Agents) to be instructed to start litigation
- Case management - overseeing the customer's journey from start to finish
- Installed new technology systems seamlessly into existing infrastructure.
- Developed bespoke software solutions to meet specific business needs.
- Optimised resource allocation for maximised operational efficiency.
Bereavement Support Officer - Team Trainer
Lloyds Banking Group
01.2002 - 05.2025
- Possessing strong telephonic empathy and sympathy skills
- Handling customer calls efficiently and effectively, providing the highest level of customer service to meet the needs of our customers and Lloyds Banking Group
- Explaining complex financial information to grieving individuals
- Understanding and acknowledging the emotional needs of bereaved families
- Managing the customer's journey from end to end
- Having a good understanding of banking processes, estate administration, and all relevant regulations
- Processing paperwork, organizing information, and managing tasks efficiently
- Requesting death certificates and Power of Attorney (POA) to keep accounts up to date throughout the process
- Guiding the completion of documentation to cover deceased estates/account closures
- Updating all next of kin details and preparing all accounts for probate
- Developed strong working relationships with stakeholders to foster cooperation.
- Prioritised urgent tasks effectively, reducing backlog significantly.
- Ensured secure data handling, following GDPR regulations.
- Demonstrated expert knowledge in company software to assist end-users effectively.
- Facilitated team collaboration by coordinating meetings and events.
Litigation Specialist Mortgage Arrears
Lloyds Banking Group
01.2002 - 05.2025
- Calculating income & expenditure forms so a new plan and arrangement for the customer could be put in place.
- Collaborate with teams/colleagues and external agencies to provide the best support for our customers
- Providing information to homeowners through the process of the steps of the litigation process
- Make judgement based on evidence and analysis
- Keeping accurate and up to date records/accounts for the next stages of litigation
- Case preparation with all relevant documentation and statements of mortgage arrears
- Preparing and responding to all relevant documents with high accuracy and attention to detail
- Enhanced product quality to exceed customer expectations.
- Improved workflow efficiency with thorough process analysis.
Benefit Fraud Investigator
Department for Work and Pensions (DWP)
01.1989 - 01.2002
- Quality checking letters and preparing Benefit fraud case notes ready for court trials
- Strong knowledge of gathering all evidence and accurate attention to detail when completing applications
- Understanding audit procedures and controls to assess the effectiveness of fraud prevention measures
- Building rapport with different areas of the organization to achieve the best outcomes
- Identifying the root causes of fraud and developing effective solutions
- Making informed judgments based on evidence and thorough analysis
- Assisted in policy formulation based on trends identified in benefit fraud cases.
- Achieved high accuracy in fraud identification with meticulous document analysis.
- Conducted thorough investigations for successful fraud detection.
- Accomplished quicker case closures using innovative investigation strategies.
- Liaised effectively with claimants, ensuring respectful communication at all times.
Education
Business Studies NVQ Level 1 - Business Studies
Cavendish Enterprise College
Liverpoll09.2003
Business Studies NVQ Level 2 -
Cavendish Enterprise College
Liverpool09.2005
Business Studies NVQ Level 3 -
Cavendish Enterprise College
Liverpool09.2005
GCSE - Mathematics, English, English Literature, Home Economics, Business Studies, Religious Studies
Park High Comprehensive School
Liverpool 01.1984 - 01.1989
Skills
- Attention to detail
- Critical thinking
- Time management
- Organisational skills
- Leadership
- Independent work
- Teamwork
- Communication skills
- Collaboration
- Decision making
- Judgement
- Investigative skills
Custom
References are available upon request
Personal Information
Timeline
Quality Control Outcome Tester
Lloyds Banking Group
01.2002 - 05.2025
Secured Mortgages Specialist
Lloyds Banking Group
01.2002 - 05.2025
Bereavement Support Officer - Team Trainer
Lloyds Banking Group
01.2002 - 05.2025
Litigation Specialist Mortgage Arrears
Lloyds Banking Group
01.2002 - 05.2025
Benefit Fraud Investigator
Department for Work and Pensions (DWP)
01.1989 - 01.2002
GCSE - Mathematics, English, English Literature, Home Economics, Business Studies, Religious Studies
Park High Comprehensive School
01.1984 - 01.1989
Business Studies NVQ Level 1 - Business Studies
Cavendish Enterprise College
Business Studies NVQ Level 2 -
Cavendish Enterprise College
Business Studies NVQ Level 3 -
Cavendish Enterprise College
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