Abira Riyaz
Dubai
Summary
Experienced Client Service Manager and a detail-oriented KYC Specialist with over 9 years of experience in financial compliance and customer due diligence. Adept at conducting thorough risk assessments, managing client onboarding processes, and ensuring adherence to regulatory requirements. Proven ability to identify and mitigate potential risks while delivering exceptional customer service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Founder
Tangerine
03.2021 - Current
- Launched a small business focused on handmade women’s accessories, including scrunchies, and earrings.
- Developed a comprehensive brand identity, including logo design, packaging, and social media presence.
- Organized and participated in local craft fairs and markets, building a strong community presence and customer engagement.
- Managed all aspects of the business, including marketing, finance, and customer service.
Service Manager
Karvy Middle East
04.2019 - 02.2021
- Serve as first point of contact for all Wealth Managers in assisting wealth and insurance-related account opening documentation
- Review and verify customer identification documents, ensuring compliance with regulatory standards and internal policies.
- Processing applications about Mutual Funds, Portfolio Management Services, Alternative Investments Funds, Global Equities, Life insurance, Term Insurance, etc
- Met with customers to discuss service needs and develop effective and practical solutions.
- Resolving escalations during ongoing policy management
- Managing invoicing activities for general business and life insurance clients
- Gather client information and submit fact-find reports for groups and individual clients
- Managing partner relations with all providers.
Senior Customer Service Executive
First Abu Dhabi Bank
09.2018 - 03.2019
- Assist with verification of client information and documentation during onboarding process.
- Provide service transactions for customers such as Account Opening, Account Maintenance, Statement Requests, etc
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Point of contact for complaints and ensuring correct resolution/escalation as necessary
- Responsible for maintaining excellent NPS score.
Assistant Manager
Citibank
02.2014 - 06.2017
- Respond to complaints received at Principal Nodal Officer (PNO) and other internal channels used by the customer
- Conduct in-depth CDD (Customer Due Diligence) and AML (Anti-Money Laundering) due diligence for high-net-worth clients and corporate accounts.
- Processing chargeback for transactions disputed by the customer
- Processing Payments at checker levels for Payment Gateways, verifying various forms at maker level to process customer instructions like remittances, EFTs etc
- Training the new recruits
- Perform Repeat analysis at regular intervals, highlight areas of improvement
- Work with internal stakeholders to address compliance issues and resolve discrepancies.
- Support the development of KYC policies and procedures to align with industry best practices.
Senior Customer Service Associate
Standard Chartered Bank
06.2011 - 02.2014
- Dealing with Indian Savings, current, Overdraft accounts, and also Mortgage, Loan accounts
- Accountable for dealing with customers multiple queries regarding opening of Savings account, processing of cheques, debit cards, personal and mortgage loan related queries
- Ensuring customer support activities in the region to resolve various issues while ensuring total customer satisfaction
- Establishing and maintaining healthy business relations with customer
- Delivering first call resolution by following service quality norms.
Education
Bachelor of Science - Biotechnology
Women's Christian College
03.2010
Skills
- KYC/AML Compliance
- Risk Assessment and Management
- Customer Due Diligence
- Regulatory Reporting
- Critical Thinking
- Process Improvement
- Business Development
- Online Research
- Relationship Building
- Service Documentation
- Customer Service Management
- Complaint Management
Certification
- Certified member of the National Institute of Securities Markets (NISM) for Depository Operations
- Ongoing Certification Globally Certified KYC Specialist (Go-AKS) 2024
Advanced modules, expertise in customer due diligence, Regulatory framework by region, and compliance strategies.
Languages
English
Hindi
Urdu
Tamil
Timeline
Founder
Tangerine
03.2021 - Current
Service Manager
Karvy Middle East
04.2019 - 02.2021
Senior Customer Service Executive
First Abu Dhabi Bank
09.2018 - 03.2019
Assistant Manager
Citibank
02.2014 - 06.2017
Senior Customer Service Associate
Standard Chartered Bank
06.2011 - 02.2014
Bachelor of Science - Biotechnology
Women's Christian College
- Certified member of the National Institute of Securities Markets (NISM) for Depository Operations
- Ongoing Certification Globally Certified KYC Specialist (Go-AKS) 2024
Advanced modules, expertise in customer due diligence, Regulatory framework by region, and compliance strategies.
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