Summary
Overview
Work History
Education
Skills
References
Community Service
Timeline
Generic

Prad Mahendran

Melbourne,Australia

Summary

Client-focused and detail-oriented professional with strong experience across superannuation, financial planning, and operations. Proven success in delivering compliant, high-quality client service at firms like Empower Wealth, CSC, and Aware Super. Skilled in CRM systems, including Salesforce, Xplan, and Zendesk, with a consistent track record of exceeding KPIs and enhancing team efficiency. Recognized for excellent communication, problem-solving, and the ability to manage complex queries across multiple channels. Passionate about supporting clients and advisers through seamless administrative and operational support.

Overview

9
9
years of professional experience

Work History

Client Services Officer

Empower Wealth Advisory
North Melbourne, Australia
06.2024 - Current
  • Implemented Statements of Advice (SoAs) on a regular basis, ensuring 100% compliance, and timely delivery to support quality client outcomes.
  • Opened superannuation accounts and facilitated insurance applications, including Notices of Intent and alterations, maintaining a 98% accuracy rate.
  • Triaged, scanned, and directed client correspondence (5–10 items per week) to relevant teams, helping to reduce administrative delays.
  • Assisted paraplanners with completing super fact finds when needed, contributing to the accurate preparation of client advice.
  • Liaised with accountants to collate tax summaries for up to 10 clients per month, supporting timely tax lodgment.
  • Coordinated financial planning review appointments monthly via phone and online platforms, ensuring adviser availability, and client satisfaction.
  • Maintained up-to-date client records in Xplan and KEAP CRM, supporting audit readiness and data accuracy across 100+ active clients.
  • Processed and tracked Fee Disclosure Statements (FDS) and fee consents for a small client portfolio, ensuring compliance with ASIC requirements.
  • Responded to daily client and adviser queries across phone, email, and chat, resolving most within 24 hours, and maintaining consistent service levels.
  • Provided ongoing administrative support to a team of 3–4 financial advisers, helping to maintain smooth daily operations.
  • Participated in monthly team meetings and training sessions, contributing to process improvements that led to a modest increase in efficiency.
  • Worked independently, with minimal supervision, consistently meeting internal compliance and service delivery standards.

Shipping Coordinator (Casual Weekends)

Avantika Trading
REMOTE
01.2016 - Current
  • Coordinated logistics and shipping operations to ensure timely and accurate deliveries for customers.
  • Managed inventory, processed orders, and handled customer inquiries related to shipping, contributing to improved customer satisfaction.

Member Engagement Specialist(100% Remote)

Commonwealth Superannuation Corporation
Canberra, Australia
05.2023 - 03.2024
  • Delivered high-quality, end-to-end service to ADF members and advisers via phone, email, and live chat, maintaining a 95% customer satisfaction rate.
  • Reviewed and processed defined benefit entitlements under CSC’s military super schemes, ensuring 100% compliance with legislation and scheme rules.
  • Handled complex and sensitive cases with empathy and discretion, contributing to NPS scores consistently above 80.
  • Participated in software testing and continuous improvement initiatives, leading to an 8% reduction in processing errors.
  • Managed superannuation contributions, tax deductions, rollovers, and refunds for defense clients, maintaining 100% transaction accuracy.
  • Resolved complaints and escalated issues in line with compliance standards, reducing resolution times, and improving client trust.
  • Maintained detailed records of over 500 client interactions, ensuring clear audit trails and personalized service delivery.
  • Consistently exceeded KPIs, including average handle time and after-call work, by 20%, while supporting a high-volume workload.
  • Trained and mentored new team members, reinforcing best practices, and maintaining high service standards across the unit.
  • Supported employer payroll officers with large-value super contributions, ensuring on-time submissions, and full SuperStream compliance.
  • Provided technical support for CSC’s clearing house system, reducing processing delays by 20%, and improving employer satisfaction.

Account Consultant

Aware Super
Melbourne, Australia
03.2021 - 10.2021
  • Played a key role in the VicSuper and First State Super merger project, supporting a seamless transition for employer clients.
  • Processed refunds and resolved SuperStream rollover issues with precision, ensuring 100% compliance and accuracy.
  • Provided high-level assistance to employer clients managing large-value superannuation contributions, including submission and reconciliation support.
  • Delivered technical support for clearing house system issues, resulting in a 20% reduction in processing delays.
  • Offered expert guidance on platform functionality, improving the client experience and encouraging optimal system use.
  • Acted as a primary point of contact for employer accountants and payroll officers, managing complex queries with professionalism and resilience.

Senior Consultant

AMP
Docklands, Australia
09.2017 - 05.2019
  • Provided end-to-end support to clients and advisers via phone, email, and chat, maintaining a 95% customer satisfaction rate by promptly resolving high-priority and complex inquiries.
  • Accurately processed superannuation contributions, tax deductions, and refunds, ensuring full compliance and attention to detail for high-value client portfolios.
  • Handled and de-escalated customer complaints with professionalism, escalating when necessary to deliver timely and satisfactory outcomes in line with company policies.
  • Utilized clear and proactive communication strategies across client projects, ensuring smooth coordination between clients, advisers, and internal teams.
  • Maintained accurate and detailed records for over 500 client interactions, enabling tailored service, and supporting data-driven decision-making.
  • Consistently achieved Net Promoter Scores (NPS) above 80, earning recognition for service excellence, and surpassing KPIs related to after-call work and average handling time by 15–20%.
  • Effectively managed a high-volume workload by prioritizing tasks, meeting deadlines, and exceeding service delivery benchmarks.
  • Trained and mentored new team members, promoting consistency and high standards through the sharing of proven practices and onboarding support.

Education

Bachelor of Business - Economics and Finance

RMIT University
Melbourne
12.2014

Skills

  • Salesforce CRM
  • Zendesk
  • Xplan
  • Client relationship management
  • Regulatory compliance
  • Effective communication
  • Microsoft Excel
  • Resilience
  • Problem-solving abilities
  • Active listening
  • Inbound and outbound calling
  • Follow-up skills
  • Live chat support
  • Record keeping
  • Document management
  • Data entry

References

References available upon request

Community Service

Volunteer – Indonesian Local Government, Bandung, West Java (Jul 2018 – Jan 2022)

  • Helped organise community events and local activities.
  • Assisted with communication between residents and government staff.
  • Improved teamwork, communication, and problem-solving skills.
  • Gained experience working with people from different backgrounds.

Timeline

Client Services Officer

Empower Wealth Advisory
06.2024 - Current

Member Engagement Specialist(100% Remote)

Commonwealth Superannuation Corporation
05.2023 - 03.2024

Account Consultant

Aware Super
03.2021 - 10.2021

Senior Consultant

AMP
09.2017 - 05.2019

Shipping Coordinator (Casual Weekends)

Avantika Trading
01.2016 - Current

Bachelor of Business - Economics and Finance

RMIT University

Similar Profiles

CREATE PROFILE
Prad Mahendran