Amina Mohammed Ikaf
788 Gerrard E, Toronto,ON
Summary
Strategic and client-focused professional with 6+ years of progressive experience in case management, compliance, client services, and financial operations. Proven track record in regulatory investigations, KYC/AML compliance, KPI tracking, and CRM-based service delivery. Adept at cross-functional collaboration, dispute resolution, and optimizing client experience in both private and public sector environments. Multilingual communicator with a reputation for accuracy, confidentiality, and strong ethics.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Case Manager – Client Care
CIBC
Toronto, ON
04.2022 - 07.2025
- Led over 100 complex case investigations annually, resolving 90% within SLA and reducing complaint escalation by 25%.
- Collaborated with CCAO and Ombudsman to achieve high-impact resolution in client cases.
- Applied effective negotiation techniques to de-escalate issues and resolve complaints efficiently.
- Maintained compliance through comprehensive KYC verification and FCAC case management.
- Tracked key performance indicators for turnaround time, resolution rate, and satisfaction.
- Utilized ECRM, ECIF, and COINS tools for data logging, case monitoring, and outcome tracking.
Mortgage Specialist – NSL (Advance Underwriting)
CIBC
04.2021 - 04.2022
- - Reviewed and approved mortgage files by analyzing risk, verifying documentation, and applying KYC/AML standards.
- - Coordinated with advisors and branch reps to prepare files for funding.
- - Worked with systems like CONS, EXCALIBUR, LCMS, IPRO, and AURORA.
- Verified income of borrower and gathered credit information.
- Evaluated applications for mortgage approval using internal systems and guidelines.
Associate Investment Representative
CIBC
04.2020 - 03.2021
- - Handled KYC, AML reviews and account operations for high-net-worth clients (TFSA, RRSP, RESP, LIRA, RIF).
- - Supported internal/external transfers and executed equity, FX, and fixed-income trades.
- - Addressed tax, compliance, and account maintenance queries.
- Provided assistance with opening accounts, making deposits and withdrawals and transferring funds between accounts.
- Brought in new clients every week and consistently exceeded targets or more.
Sales & Solutions Specialist / Credit Card CSR
CIBC
01.2018 - 01.2020
- - Provided client service to premium banking customers, resolved issues, and exceeded acquisition KPIs.
- - Supported cross-selling and account retention strategies.
- Consistently exceeded monthly sales targets by 15–20%, contributing to top-tier team performance and customer retention metrics
Customer Representative
Rogers Communications
01.2018 - 09.2018
- - Managed inbound/outbound calls, achieved sales targets, and retained customers through tailored solutions.
- Resolved customer complaints through effective communication and problem-solving.
- Processed orders and maintained accurate customer records in the system.
Education
Post-Graduate Certificate - International Business Management
Lambton College
Sarnia, ONBachelor of Commerce -
The New College
Chennai, IndiaSkills
- Case Management & Investigations
- Regulatory Compliance (KYC, AML, FCAC)
- KPI Monitoring & Process Optimization
- Stakeholder Engagement & Conflict Resolution
- CRM Platforms (ECRM, ECIF, COINS)
- Client Advocacy & Escalation Handling
- Microsoft Office Suite (Excel, Outlook, Word)
- Multilingual: English, French (written), Urdu, Arabic
- Customer relationship management
- Client negotiation
- Risk assessment
- Problem solving
- Critical thinking
- Report writing
- Financial resource management
Certification
- - Project Lead – Enactus Canada, Lambton College: Oversaw campus-wide community engagement projects
- - In Progress – Certified Associate in Project Management (CAPM)
Timeline
Case Manager – Client Care
CIBC
04.2022 - 07.2025
Mortgage Specialist – NSL (Advance Underwriting)
CIBC
04.2021 - 04.2022
Associate Investment Representative
CIBC
04.2020 - 03.2021
Sales & Solutions Specialist / Credit Card CSR
CIBC
01.2018 - 01.2020
Customer Representative
Rogers Communications
01.2018 - 09.2018
Post-Graduate Certificate - International Business Management
Lambton College
Bachelor of Commerce -
The New College
Similar Profiles
Nena BrownNena Brown
Sr. Manager, Talent Acquisition Strategy & Program at CIBCSr. Manager, Talent Acquisition Strategy & Program at CIBC
NEERAJ BOMMAGANINEERAJ BOMMAGANI
Associate Financial Advisor at CIBCAssociate Financial Advisor at CIBC
Robert GeeRobert Gee
Senior Manager, Commercial Banking at CIBCSenior Manager, Commercial Banking at CIBC
LEAH KINUTHIALEAH KINUTHIA
Personal Support Worker at Live Life Well Care ServicesPersonal Support Worker at Live Life Well Care Services
Altaf AssadzadaAltaf Assadzada
Grooming Aircraft at Delta Facilities MaintenanceGrooming Aircraft at Delta Facilities Maintenance