Riya Hussain

Dedicated and customer-focused banking professional with experience in customer support, contact center operations, and credit card services across leading financial institutions, including JS Bank, MCB Bank, and UBL Bank. Currently working as a Credit Card Support Analyst (CCSA) at JS Bank, with expertise in credit card operations, customer issue resolution, regulatory compliance, and financial data analysis. Skilled in handling customer inquiries, maintaining documentation accuracy, and delivering high-quality service in fast-paced environments.

Possesses strong analytical, communication, and problem-solving abilities, complemented by experience in customer relationship management and operational support. Holds a Bachelor of Science from the University of Karachi and is committed to contributing effectively to organizational success through professionalism, teamwork, and continuous improvement.

CREDIT CARD SUPPORT ANALYST (CCSA) - JS BANK - KARACHI

(2024)

• Manage customer inquiries and provide comprehensive support for credit card-related services while ensuring compliance with bank policies and service standards.
• Analyze financial data and customer account information to assess credit-related issues and facilitate accurate resolutions.
• Investigate and resolve customer complaints by coordinating with relevant departments to ensure timely case closure.
• Maintain accurate records and documentation of customer interactions, ensuring confidentiality and audit readiness.
• Provide guidance on credit card policies, procedures, and banking services to enhance customer satisfaction.
• Contribute to operational efficiency by identifying recurring issues and supporting process improvements.
• Monitored customer transactions to detect suspicious activities as per SBP regulations
• Ensured KYC, CDD and EDD compliance for new and existing customers
• Assisted in AML / CFT monitoring and reporting to FMU
• Reviewed account opening documentation as per compliance policy
• Coordinated with internal audit and risk department for regulatory compliance
• Ensured adherence to SBP Prudential Regulations and internal compliance policies

CONTACT CENTER EXECUTIVE (CCE) - MCB BANK - KARACHI

(2022)

• Assisted customers with account opening procedures, banking transactions, and general service inquiries.
• Collected, verified, and maintained customer information while ensuring data confidentiality and regulatory compliance.
• Executed customer service improvement initiatives to enhance service quality and customer experience.
• Coordinated with internal departments to resolve customer concerns within established service standards.
• Supported recruitment, onboarding, training, and employee performance management activities.
• Built strong customer relationships through effective communication and prompt issue resolution.

CUSTOMER CARE OFFICER - UBL BANK LIMITED - KARACHI

(2021)

• Delivered high-quality customer service by responding to customer inquiries and resolving banking-related concerns.
• Assisted customers with account services, banking products, and transaction processing.
• Ensured compliance with banking procedures while maintaining accuracy in customer documentation.
• Collaborated with branch teams to deliver efficient and timely customer support.

BACHELOR OF SCIENCE - KARACHI UNIVERSITY, KARACHI (2017)