Hope I. Masika
Scarborough,ON
Summary
Multi-talented Customer Service and Administration Professional currently working as a Senior Funding Officer with TD Auto Finance. Experience in Policy development, Improving Customer Satisfaction, attention to detail and excellent organizational skills, with keen understanding of elements of exceptional service provision. Recognized for owning organization tasks and inspiring team members to excel.
Overview
13
13
years of professional experience
Work History
Senior Funding Officer
Toronto Dominion Bank, Auto Finance
Toronto, Canada
06.2020 - 11.2020
- In my all my duties I exercise Empathy, Patience, Passion, Persistence and a desire to improve.
- Making out bound calls to Clients on deficiencies found on ther loan packages and advising on how to address them.
- Answering inquiries and complaints received on TD access channels thorough telephone, email and faxes.
- Explaining Car Financing procedures to the dealerships, escalating issues to proper authorities when necessary and recording related information.
- Fielding all questions and concerns regarding loans, contracts, payouts and charges to customers and authorized third parties.
- Responding to inbound calls, faxes and email inquiries within the department’s service level agreements.
- Match Pending – ensuring that deficiencies that were requested for from the dealer are provided, reviewed and deals are booked on time.
- Facilitating the resolution of minor escalations.
- Entering, retrieving and interpreting data in TD work management system databases in order to provide accurate and suitable response to customer.
Funding Officer
Toronto Dominion Bank, Auto Finance
Toronto, Canada
02.2019 - 02.2020
- Verifying documentation to checklist to ensure that all original loan/lease documents are included in the funding request package from the dealer (CSA, application, Bill of Sale, pay stubs or other proof of income, insurance coverage evidence, Void Cheques etc);.
- Responsible for completing 7 TD Auto Finance Contracts/Deals per hour.
- Programs reviewed included:-.
- Small Business Vehicle deals (regular, GM, Hyundai and Chrysler).
- All subvented programs (Regular, GM, Hyundai, Chrysler, SBVLs).
- Recreational Units (Recreational Vehicles, Marines and Power sports).
- Verifying the validity and accuracy of Conditional Sale Agreement in all respects including verifying the collateral description in documents back to the Bill of Sale;.
- Ensuring compliance to AML (Anti-Money Laundering) and KYC (Know Your Customer) policy;.
- Ensuring proper escalation processes are followed and exceptions within the authority are always properly documented.
Data Centre Associate
TJX Canada
Mississauga , ON
10.2017 - 09.2018
- Ensure accurate entry, printing, and distribution of information received from internal and external sources into WMI systems.
- Sorting, separating, and matching tickets, store labels, advertisement labels, locator cards, and translations.
- Verified accuracy and validity of data entered in databases
- Obtained scanned records and uploaded into database.
- Sent completed entries to Supervisors for evaluation and final approval.
Program Administrator
The Electoral Commission Of Uganda
Kampala, Uganda
10.2013 - 08.2016
- Coordinated Programs oriented towards Promotion of democracy and free and fair elections by empowering all recognised Political Parties in the nation through country wide sensitization, capacity building and voter education.
- Financial Management Support – Supported with contractor and service procurement, negotiating costs and ensuring that they are within the financial regulations and guidelines.
- Managed communications through media relations, talk shows, social media;.
- Drew program work plans and followed up on their implementation and Organized, capacity building programs for political party leaders, created and distributed reports on the same;.
- Conducted needs assessment to validate funding for Political Party programs and Planned and supported facilitation of program review meetings with sponsors to expedite resources.
- Prepared activity status reports, risks and issues associated with the programs and submitted them to the head of department respective project sponsors.
- Prepared presentations for Facilitators for use during workshops and trainings utilising presentation application and tools;.
- Planned and supported facilitation of program review meetings with sponsors to expedite resources.
- Produced regular reports to evaluate performance, adjust strategies and maintain agile, sustainable operations.
- Defined clear targets and objectives and communicated to other team members.
- Used expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Executive Secretary
Electoral Commission Of Uganda
Kampala , Uganda
10.2007 - 08.2011
- Provided advanced administrative support including composing and formatting, preparing and managing business correspondences, presentations, reports; proofreading, answering and directing communications such as phone calls and emails;.
- Managed schedules, calendars and travel arrangements, both domestic and international within varying time zones and locations;.
- Coordinated and prepared for high level internal and external meetings, presentations;.
- Discreetly worked with critical and confidential information, requiring sensitivity to all confidential matters;.
Education
Masters of Public Affairs - Human Security
Institut D’Etudes Politiques | Sciences Po - Paris
Paris, France 06.2013
Post Graduate Diploma (PGD) - Public Administration and Management
Uganda Management Institute
Kampala, Uganda 04.2010
Bachelor - Secretarial Studies
Makerere University Kampala
Uganda Skills
- Providing customer service and consultation to clients
- Collecting and evaluate information to determine eligibility for services
- Explaining legislation and organization initiatives
- Preparing a range of communication materials
- Highly developed Communication and interpersonal skills, with ability empathetically listen, interpret and respond
- Strong analytical, organizational and time management skills
- Excellent keyboarding and proof reading skills
- Attention to detail and accuracy
- Ability to exercise sound judgement, tact and diplomacy
- Ability to deal with difficulty clients, de-escalate and diffuse changing situations
- Advanced in Microsoft Office package and use of internet use
Additional Information
Voluntary Services: I am currently volunteering as a Board Member, with Canadian Center for Victims of Torture (Toronto), a non-profit organisation that aids survivors to overcome the lasting effects of torture and war.
Timeline
Senior Funding Officer
Toronto Dominion Bank, Auto Finance
06.2020 - 11.2020
Funding Officer
Toronto Dominion Bank, Auto Finance
02.2019 - 02.2020
Data Centre Associate
TJX Canada
10.2017 - 09.2018
Program Administrator
The Electoral Commission Of Uganda
10.2013 - 08.2016
Executive Secretary
Electoral Commission Of Uganda
10.2007 - 08.2011
Masters of Public Affairs - Human Security
Institut D’Etudes Politiques | Sciences Po - Paris
Post Graduate Diploma (PGD) - Public Administration and Management
Uganda Management Institute
Bachelor - Secretarial Studies
Makerere University Kampala
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