Olivia Spencer

Professional Experience – Mortgage Advisor

· Delivered compliant mortgage advice across all product types, consistently adhering to regulatory standards and best practices.

· Deepened expertise in mortgage regulation and advice processes, ensuring customers received accurate, tailored guidance.

· Collaborated with underwriting and other business areas to streamline applications and provide a smooth customer journey.

· Maintained up-to-date knowledge of mortgage market trends and regulatory changes, safeguarding compliance and enhancing service quality.

· Supported vulnerable customers with tailored advice and assistance, ensuring fair treatment and positive outcomes.

Project Work – Mortgage Sales Standards Supporting Documents

· Led the update of supporting documents for mortgage advisors, enhancing resources for professional development.

· Gathered stakeholder feedback to inform content improvements and ensure relevance to advisor needs.

· Authored and developed content into a digital, user-friendly platform, improving accessibility and usability.

· Integrated AI tools to support advisors in their roles, driving innovation and efficiency.

· Ensured regulatory compliance of all materials, aligning with updated mortgage sales standards.

Professional Experience – Mortgage Qualifying Agent

· Managed the qualifying process for mortgage applications, ensuring accuracy in affordability assessments, criteria checks, and regulatory compliance.

· Handled diverse customer queries with professionalism, providing clear guidance and support throughout the application process.

· Developed comprehensive mortgage knowledge across application types, affordability models, and industry regulations, strengthening technical expertise.

· Collaborated with stakeholders across the business to deliver optimal customer outcomes and streamline the application journey.

· Identified and supported vulnerable customers, ensuring tailored assistance and safeguarding their financial wellbeing.

· Achieved CeMAP qualification, demonstrating commitment to professional development and industry standards.

Professional Experience – Branch Responsibilities

· Ensured regulatory compliance by adhering to FCA and society standards, safeguarding customer interests and branch integrity.

· Managed administrative operations by verifying account amendments, maintaining accurate documentation, and ensuring staff accessibility to records.

· Oversaw cash handling and supported the Branch Manager with monthly audit checks, strengthening financial controls.

· Generated proactive referrals for home insurance, savings products, and mortgage services, contributing to branch growth.

· Facilitated customer onboarding by conducting meetings to open savings accounts, delivering a seamless and professional experience.

Professional Experience – Trading Data

· Accurately resulted sports events for the company’s website, inputting outcomes across a wide range of sports within a strict 15‑minute deadline.

· Resolved customer queries regarding bet results, ensuring all wagers were settled correctly and in compliance with company standards.

· Handled PTL (Permission to Lay) calls from shops nationwide, liaising with compilers to authorize high‑value bets and safeguard risk management.

· Maintained operational efficiency under pressure, consistently meeting tight deadlines in a fast‑paced, high‑volume environment.

· Upheld compliance and accuracy in all betting settlements, reinforcing customer trust and operational integrity.

Professional Experience – William Hill (Licensed Betting Office)

· Opened and closed the branch independently, ensuring operational readiness and security procedures were consistently followed.

· Handled significant cash transactions daily, maintaining accuracy and accountability in all financial processes.

· Developed expertise in diverse betting products, enhancing product knowledge to better support customer enquiries.

· Strengthened conflict management skills by effectively resolving challenging customer situations in a professional manner.

· Translated and manually settled bets, ensuring accuracy and compliance with company standards.

· Conducted responsible gambling interactions with customers identified as at-risk, promoting safe gambling practices and customer wellbeing.

· Promoted key company offers to drive customer engagement while adhering to all compliance and regulatory procedures.