Mariama Hassane Ali

Bilingual Client Service & Case Management Professional

Talent

CAMember since September 16, 2026

Financial services client supportCase investigation and resolutionComplaint handlingRegulatory and compliance awareness (banking and investment services)Accounting and financial analysis fundamentalsClear written and verbal communication across bilingual/multicultural contexts

Hire this person

Send a job offer directly to this candidate

Financial services client supportCase investigation and resolutionComplaint handlingRegulatory and compliance awareness (banking and investment services)Accounting and financial analysis fundamentals

About

Trilingual (French, English, Hausa) client service and case management professional with experience spanning investment services, banking, and federal government administration. BCom in Accounting and Finance, with a track record of resolving complex client and file issues, navigating regulated financial environments, and advancing community financial literacy. Recognized for precision, discretion, and clear communication in bilingual, multicultural settings.

Experience

Case Manager - OBSI — Ombudsman for Banking Services and Investments - Toronto, ON

(2026-01)

Investigate and manage complaint files between consumers and participating banking and investment firms, applying regulatory standards and fairness principles to reach resolutions.
Communicate findings and next steps clearly to consumers and firms, balancing procedural rigour with accessible, bilingual communication.

Senior Bilingual Client Service Representative - AGF Investments - Toronto, ON

(2025-11 - 2026-01)

Delivered bilingual (French/English) client service for investment account holders and advisors, resolving inquiries on accounts, transactions, and fund information.
Served as an escalation point for complex or sensitive client issues, ensuring accurate resolution in line with compliance requirements.

Bilingual Client Solutions Advisor – Mortgages - Scotiabank - Toronto, ON

(2022-11 - 2023-03)

Delivered personalized financial solutions to a diverse client base, ensuring efficient management of mortgage renewal contracts.
Launched a client retention initiative that drove a significant increase in mortgage renewals.
Designed and implemented a streamlined escalation process for complex cases, significantly reducing resolution times.
Strengthened client relationships, generating a 20% increase in cross-selling opportunities for complementary financial products.

Bilingual Client Solutions Advisor - Scotiabank - Toronto, ON

(2021-05 - 2022-11)

Provided bilingual support to 200+ clients weekly, addressing a wide range of banking needs.
Consistently exceeded KPIs, achieving a 98% first-call resolution rate and 90% client satisfaction.
Trained and mentored new employees, sharing best practices to strengthen team and individual performance.

Bilingual Administrative Assistant - CPS Canada Pardon Services - Toronto, ON

(2016-03 - 2018-09)

Resolved client administrative issues efficiently by phone, mail, email, and fax.
Managed incoming calls, client data entry, and ongoing file updates.
Welcomed clients professionally and directed them according to their specific needs.
Processed financial transactions (payments, deposits, money orders, banking operations) with rigour, proactively following up on outstanding invoices and consistently meeting daily collection targets through effective communication and negotiation.