1. Ms Melanie Spear
Flat 1, 12 Charlotte St, Bristol, BS1 5PX
Mjspear79@gmail.com
07810823879
PROFILE
I am a self-motivated individual, with fifteen years of experience in the financial services sector, whom
possesses an extensive knowledge of the regulated financial services industry. This includes
Financial Ombudsman guidelines and Financial Conduct Authority regulations. I have experience of
working in pressurised and target driven environments and am capable of adapting to changing client
procedures and specifications. A good communicator at all levels who enjoys problem solving and a
demanding workload.
CAREER HISTORY
June 2013- March 2015 Target Plc
Team Manager
 Created procedural guidelines/letter templates and for an investments remediation project in
accordance with COBS
 Delivered training to the project complaints team
 Liaised with the client and a large UK based building society to resolve complaint/project issues
 Managed team members and inter departmental relationships
Quality Control Executive
 Quality assured complaints for a European subprime lender
 Audited accounts in arrears in accordance with the FCA Final Notice Letter
 Provided guidance to internal stakeholders in respect of company procedures and MCOB rules.
July 2010- October 2012 Barclaycard Plc
PPI Subject Matter Expert/ Quality Control Manager
 Drafted a PPI Quality Assurance Framework as an addendum to existing internal frameworks
 Delivered PPI Quality Assurance training to newly established Quality Checkers
 Created templates and spreadsheets to collate Quality Assurance results
 Conducted ‘check the checker’ audits and monitored consistency across three sites
Compliance and Auditing Officer
 Deconstructed the FCA Consultation Paper 10/6 for high level principles
 Drafted internal procedure documents for PPI complaint handling; decision, calcs, letters
 Internal audit of PPI, section 75 and banking complaints, in preparation for an FCA Arrow visit
 Discussed findings, identified solutions to facilitate the integration of quality assurance framework
 Provided regulatory guidance (MCOB and ICOB) to internal customers for both BAU and Project
platforms
January 2008 to June 2010 HSBC Bank Plc
Business Review Manager
 Reviewed pension switching cases, assessing the suitability of PPP’s, SIPP’s, SSAS.
 Quality tracking contractors to ensure quality standards were maintained
 Provided individual ‘face to face’ feedback and facilitated group quality discussions
 Technical referral point on pension and system queries

2. Sales Quality Review Officer
 Quality assured ‘Know Your Customer and Suitability Reports’ in relation to mortgage, protection
and investment sales.
 Provided verbal and written feedback, on the quality of sales documents
 Advised and arranged HSBC mortgages and associated protection
 Performed affordability criteria checks, compiled Fact Finds, Illustrations and Suitability Reports
October 2007– December 2007 Nemo Personal Finance
PPI Complaint Handler
 Analysed PPI complaints, compiled response letters for third parties / customer
 Monitored sales calls to assist complaint resolution and for quality control
 Corresponded with the Financial Ombudsman in relation to PPI complaints
June 2007 – August 2007 HBOS Plc
Bank Charges Review Manager
 Processed banking complaints on behalf of HBOS Plc
 Analysed banking complaints and calculated goodwill payments
 Negotiated redress payments with both customers and relevant third parties
May 2005 – May 2007 Hazell Carr Ltd
Water Utilities Complaint Handler
 Worked on behalf of a large water company, reviewing billing complaints
 Liaised with customers to resolve billing queries
 Organised goodwill payments in accordance with OFWAT guidelines
Investment Complaints Handler
 Reviewed investment bond complaints for a leading building society
 Contacted investors, to re-create point of sale events
 Performed calculations using Mortgage Fundamentals and client spreadsheets
 Promoted to work as part of an internal checking team, ensured accuracy remained above 95%.
Endowment Complaints Handler
 Worked on fast track and full review endowment assessment for a large UK bank
 Contacted customer to gather information and evaluate their complaint
 Switched between Teams, depending on client demands.
Quality Checker
 Worked as part of an internal checking team assessing endowment complaints for quality control
 Audited customer complaints in line with Financial Conduct Authority regulations
 Performed calculations (Mortgage Fundamentals), to establish any financial loss
June 2004 – April 2005 Marsh Employment Benefit Services
Consultant Support
 Administration of DB/DC Pensions, Group Life, Group Private Medical and PHI
 Ensured new business was compliant and financial promotions up to date
 Performed re-brokes (The Exchange), researching the open market on Group Life, Group PMI /
PHI schemes, providing the client with consistently competitive premiums.

3. February 2001 - March 2002 Hazell Carr Plc
Pension Review Officer
 Investigated potential mis-selling of personal pensions on behalf of Prudential
 Analysed client files to establish whether suitable advice was given
 Assessed appropriate reinstatement, redress options
 Examined cases for accuracy and quality assurance
[April 2002–May 2004, August 2007–September 2007 and November 2012–May2013
temporary employment and career break]
EDUCATION & PROFESSIONAL QUALIFICATIONS
 Chartered Insurance Institute Financial Planning Certificate Parts 1, 2 and 3
 R01 Financial Services, Regulations and Ethics
 Chartered Insurance Institute, CF6 and CF7 (Mortgage Certificates)
 3 ‘A’ levels and 9 GCSE’s inc. Maths and English
 Full UK driving license
 Working towards CII Diploma in Regulated Financial Planning
IT SKILLS
 Microsoft Office, Word, Outlook /Excel /PowerPoint /SAP / The Exchange/ Mortgage
Fundamentals/ NICE call recording system.
REFEREES AVAILABLE ON REQUEST