Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Prashant Joseph

Perth,WA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills.

Overview

16
16
years of professional experience

Work History

Customer Success Specialist

DigitalX
Perth, WA
05.2025 - Current
  • Managing the full cycle of customer share transactions via the Sell My Shares platform and ensuring timely execution and regulatory compliance.
  • Reviewing customer documentation, identifying inconsistencies and collaborating with internal teams to address anomalies and support AML/CTF obligations.
  • Providing multi-channel support (email, chat, phone) to improve processing time and contributing to increase in customer satisfaction.
  • Capturing product feedback and collaborating with the product team to improve process efficiency and user experience.
  • Supporting onboarding and compliance reviews for clients using various platforms in the form of Airtable, FrankelD, various Share Registries to reinforce compliance protocols.

Specialist Customer Relationships

The Perth Mint
Perth, WA
09.2023 - 12.2024
  • Answering and making calls, responding to enquiries and working to resolve issues through exceptional customer service.
  • Build strong relationships with customers and stakeholders across multiple channels.
  • Handle difficult customer interactions in a courteous manner.
  • Engage with customers proactively and empathetically through outbound and inbound calls.
  • Accurately record and manage customer information using the Customer Relationship Management (CRM) systems.
  • Reviewing customer data in aligned remediation groupings, as outlined in the project's remediation workflow and strategy.
  • Reviewing documents including identification documents against specified criteria as outlined in internal policies and project guidelines.
  • Updating tracking metrics, including tracking for remediation groupings completed and outstanding.
  • High level of detail and accuracy in delivery of all activities, including data entry, communication and record keeping.
  • Identifying and escalating unusual activity or indicators of financial crime to manager.
  • Identifying and escalating customer records which do not meet the parameters of remediation/the organisation's risk appetite as outlined in the project remediation strategy and guidelines.
  • Contacting internal and external individuals as directed by the project remediation guidelines and as supervised by manager.

Verification Specialist

Digital Outsource Services (Pty) Limited
Cape Town
03.2022 - 11.2022
  • Full and accurate assessment of documentation in terms of their legitimacy to ensure KYC compliance standards and AML verification requirements are maintained as outlined by regulatory business requirements.
  • Ensure that documents are uploaded correctly and notes are captured on accounts after review.
  • Escalation of documents with legitimacy concerns to the Fraud Team for further investigation.
  • Staying abreast of document version updates specific to countries.
  • Withhold / Release of certain transactions when required to do so.
  • Request of supporting documentation where deemed required.
  • Update customers' accounts details where necessary.
  • Contacting 3rd parties to verify documents in the cases where additional verification is required.
  • Be available to assist Risk, Fraud and other departments in the business in relation to verification.
  • Resolve escalations related to verification.
  • Reporting on verification statistics both internally and externally.
  • Suggest / Recommend new or improvement process or systems to enhance efficiency of verification.

Key Account Manager

Digital Outsource Services (Pty) Limited
Cape Town
05.2021 - 02.2022
  • Undertake Source of Wealth Reviews of customers using open source material, information and documentation provided by the customer, as well as customer data contained within the systems.
  • Submit Source of Wealth Reviews along with recommendations to the AML Team for affordability and responsible gambling requirements.
  • Ensure customer Source of Wealth investigation by conducting a Soft or Full Approach Source of Wealth call to un-hosted/Hosted customers.
  • Conduct PEP, Sanctions screening and risk assessments.
  • Identifying and flag advantage customers.
  • Identify and flag Responsible Gaming concerns.
  • Built and maintained strong client relationships to drive business growth.
  • Secure high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
  • Develop thorough understanding of key clients' needs and requirements to prepare customized solutions.
  • Facilitate strategic meetings with key stakeholders to understand customer needs and develop action plans.
  • Foster lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Collaborate with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Make recommendations for player gifting, hospitality Events and bonuses.

Customer Service Representative

Digital Outsource Services (Pty) Limited
Cape Town
12.2019 - 05.2021
  • Handle customer inquiries and suggestions courteously and professionally.
  • Actively listening to customers, handle concerns quickly and escalate major issues to supervisor.
  • Answering constant flow of customer calls with minimal wait times.
  • Answering customer telephone calls promptly to avoid on-hold wait times.
  • Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Respond to customer requests for products, services, and company information.
  • Process customer service orders promptly to increase customer satisfaction.
  • Participate in team meetings and training sessions to stay informed about product updates and changes.
  • Investigate and resolve customer inquiries and complaints quickly.
  • Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Clarify customer issues and determine root cause of problems to resolve product or service complaints.

Accounts Executive

Nishmit Trading CO LLC
Dubai
12.2014 - 12.2016
  • Reconciling the bank account on daily basis Booking all expenses to respective heads Maintaining the assets register.
  • Booking purchases and keeping it to date Booking sales and balancing it with closing stock.
  • Maintaining cash registers for day-to-day expenses Physical inspection of the stock on hand Preparation of creditors payments.
  • Balancing books with party ledgers Ensuring backups of daily balances.

Accounts Executive

Joyalukkas Exchange
Dubai
11.2011 - 03.2014
  • Handling day to day cash inflow and outflow Inspecting necessary documents for fund transfer.
  • Bookkeeping, Payroll, Bank Reconciliation.
  • Funding different bank Accounts through Central Bank of UAE Good knowledge of Wages Protection System.
  • Ensuring all the bills are paid at appropriate time without delays.
  • Assisting in preparation of trial balance, profit and loss A/c, Balance Sheet Ensure the anti-money laundering KYC procedures and policies are strictly followed.
  • Rate sheet and invoice preparations.
  • Allocating remittances to appropriate agents or correspondent banks Management of both front office and back-office operations.

Accounts Assistant

Agarwal Associates Promoters Limited
Delhi
06.2009 - 09.2011
  • Monitor accounts to ensure payments are up to date, Management payable, receivables, company bank account and petty cash reconciliation.
  • Monitoring customer account details for non-payments, delayed payments and other irregularities.
  • Follow established procedures for processing cash and bank receipt Investigate and resolve customer & supplier queries.
  • Assist with preparation of several reports and coordination of the Audit process.

Education

Bachelor of Commerce - Accounting

Ch. Charan Singh University
Meerut
01.2006

MBA - Banking

Sikkim Manipal University
Gangtok

Skills

  • MS Office CRM D365
  • Analysis and Problem Solving
  • Critical thinking
  • Clear Communication
  • Attention to Detail
  • Time Management
  • Working Collaboratively

Accomplishments

  • Anti Money Laundering & Counter Terrorism Financing (2022) Multi-Factor Authentication Awareness Training
  • Anti Money Laundering - Betway (2021) Anti-Bribery and Corruption
  • Microsoft Information Protection Data Labelling Ontario Anti Money Laundering (2022)
  • Betting Integrity (2022)
  • Safer Gambling and Customer Welfare (2022)
  • Enhanced Due Diligence (Source of wealth/Source of funding) Customer Support
  • Insider Trading Training
  • General Data Protection Regulation

Timeline

Customer Success Specialist

DigitalX
05.2025 - Current

Specialist Customer Relationships

The Perth Mint
09.2023 - 12.2024

Verification Specialist

Digital Outsource Services (Pty) Limited
03.2022 - 11.2022

Key Account Manager

Digital Outsource Services (Pty) Limited
05.2021 - 02.2022

Customer Service Representative

Digital Outsource Services (Pty) Limited
12.2019 - 05.2021

Accounts Executive

Nishmit Trading CO LLC
12.2014 - 12.2016

Accounts Executive

Joyalukkas Exchange
11.2011 - 03.2014

Accounts Assistant

Agarwal Associates Promoters Limited
06.2009 - 09.2011

Bachelor of Commerce - Accounting

Ch. Charan Singh University

MBA - Banking

Sikkim Manipal University

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Prashant Joseph