Nassima Yacef
Montreal,QC
Summary
Customer-focused banking professional with 7+ years of experience in retail and private banking, client service, and financial operations. Skilled in managing complex transactions, supporting sales and relationship teams, and delivering high-quality client experiences in fast-paced environments. Experienced in CRM systems, wire transfers, FX, compliance (KYC/KYP), and fraud risk mitigation. Multilingual in English and French, with a working knowledge of Arabic and Italian. Known for strong attention to detail, problem-solving skills, and a proactive approach, with a clear goal of growing into an Associate or Senior CSR role.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Representative
Sun Life Global Investments
Montreal, Quebec
02.2026 - Current
- Handled high-volume inbound calls from clients and financial advisors, delivering accurate and timely support
- Performed client identity verification and security protocols to ensure confidentiality and regulatory compliance
- Provided detailed information on segregated funds and mutual funds, including fund performance, features, and procedures
- Assisted with transactions such as purchases, redemptions, transfers, and account maintenance requests
- Documented all client interactions, inquiries, and transactions accurately in Salesforce CRM
- Resolved client and advisor inquiries efficiently while maintaining a high standard of customer service
- Ensured adherence to compliance standards, privacy regulations, and company policies in all interactions
Bilingual Officer
Canada Mortgage and Housing Corporation
08.2023 - 03.2025
- Served as the first point of contact for clients inquiring about federal housing funding programs, providing accurate information in both English and French.
- Assessed client needs and directed inquiries to appropriate specialists and departments to ensure timely and effective support.
- Managed high-volume inbound calls while delivering clear, professional, and client-focused service.
- Documented interactions, case details, and follow-ups in the CRM system to ensure accurate tracking and continuity of service.
- Responded to client emails and written inquiries with detailed, policy-aligned information.
- Applied active listening and problem-solving skills to address client concerns and improve overall service experience.
- Maintained knowledge of housing programs, policies, and procedures to provide consistent and reliable guidance.
- Contributed to a positive client experience by ensuring efficient communication and seamless referrals.
Bilingual Banking Advisor Intern
Royal Bank of Canada
11.2022 - 05.2023
- Built strong relationships with clients by identifying financial needs and delivering tailored banking solutions and recommendations.
- Educated clients on digital banking tools and products to enhance experience, increase engagement, and drive business growth.
- Managed client inquiries and executed a wide range of financial transactions with accuracy and efficiency.
- Used active listening and consultative conversations to understand client goals and provide personalized support.
- Took ownership of resolving client issues, ensuring timely solutions and preventing recurring concerns.
Bilingual Sales Support Officer
Scotia Wealth Management
06.2021 - 08.2022
- Supported Private Banking Sales Officers by managing client requests and maintaining accurate records in Salesforce CRM.
- Processed and monitored all incoming and outgoing wire transfers, ensuring accuracy, timeliness, and compliance with internal policies and regulatory requirements.
- Executed real-time foreign exchange (FX) transactions and provided operational support related to currency trades.
- Ensured compliance by preparing and submitting required reports, returns, and documentation within established deadlines.
- Reviewed transaction details to identify discrepancies, mitigate risks, and prevent operational errors.
- Managed multiple priorities in a fast-paced environment while maintaining high standards of accuracy and confidentiality.
Trilingual Customer Experience Associate
Bank of Nova Scotia
Montreal, Quebec
02.2026 - Current
- Handled high-volume inbound calls from clients and financial advisors, delivering accurate and timely support
- Performed client identity verification and security protocols to ensure confidentiality and regulatory compliance
- Provided detailed information on segregated funds and mutual funds, including fund performance, features, and procedures
- Assisted with transactions such as purchases, redemptions, transfers, and account maintenance requests
- Documented all client interactions, inquiries, and transactions accurately in Salesforce CRM
- Resolved client and advisor inquiries efficiently while maintaining a high standard of customer service
- Simplified complex financial concepts to support informed decision-making by clients and advisors.
- Collaborated with internal teams to escalate and resolve complex or time-sensitive issues
- Ensured adherence to compliance standards, privacy regulations, and company policies in all interactions.
- Built and maintained strong relationships with clients and advisors through professional, reliable support
Education
Bachelor of Social Sciences - Economics
University of Ottawa
Ottawa, ON6 2021
Skills
- Microsoft Office 365
- Adobe
- Salesforce
- Google Workspace
- MATLAB
- Stata
Languages
- Fluent in English and French
- Working knowledge of Arabic and Italian
Certification
- IFSE 2023: Mutual Funds
- CFI 2022: Foreign Exchange Fundamentals
- CFI 2022: Reading Financial Statements
Community Service & Volunteer Work
- Bluesfestival, RBC, 2017
- Footpatrol, University of Ottawa, 2018
Timeline
Bilingual Customer Service Representative
Sun Life Global Investments
02.2026 - Current
Trilingual Customer Experience Associate
Bank of Nova Scotia
02.2026 - Current
Bilingual Officer
Canada Mortgage and Housing Corporation
08.2023 - 03.2025
Bilingual Banking Advisor Intern
Royal Bank of Canada
11.2022 - 05.2023
Bilingual Sales Support Officer
Scotia Wealth Management
06.2021 - 08.2022
Bachelor of Social Sciences - Economics
University of Ottawa