Customer Success (CX) Specialist

FNZ Group; Wellington; Hybrid; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Health insurance

Life insurance

Additional annual leave

Job summary

Hatch is seeking a Customer Success Specialist for a fixed-term maternity cover. Based in New Zealand, the role focuses on delivering a seamless Hatch experience, managing onboarding and ongoing customer support across banking, verification, and regulatory activities.

You will work with multiple teams to ensure accurate operations, identify process improvements, and build strong relationships with customers and partners. Hybrid work options are offered, with health and other benefits.

Qualifications

• Experience in financial services, operations or retail investing is advantageous.

Responsibilities

• Provide exceptional customer experiences and assist with questions.
• Onboard new customers to Hatch platform ensuring smooth start.
• Execute operational tasks including banking activities and transfers.
• Complete customer verification activities (CDD/KYC, delayed verification, passport checks).
• Support transaction monitoring and regulatory compliance.
• Collaborate with cross-functional teams to deliver great outcomes.
• Capture feedback and share insights to improve the Hatch experience.
• Identify opportunities to simplify and improve processes.
• Build strong internal and external relationships and manage priorities.

Skills

Customer focus

Communication

Problem solving

Attention to detail

Collaboration

Flexibility

Initiative

Curiosity

Job description

Hatch is all about investing for Kiwis, no matter how little or how much they have to start with. We care deeply about being the investment platform Kiwis trust to grow meaningful wealth, giving our customers access to world-class investments, the right tools and a passionate community to support them along the way.

As a Customer Success Specialist, you’ll play an important role in delivering the seamless experience our customers expect. Working across customer service, operations, banking and compliance, you’ll help ensure the day-to-day processes behind the Hatch experience run smoothly and accurately. This is a highly collaborative role where you’ll work across Hatch and wider teams on a fixed term basis covering a period of maternity leave, balancing operational responsibilities with a genuine focus on delivering great outcomes for our customers.

What you’ll do:

• Go above and beyond to provide exceptional experiences whenever our customers need help or have questions
• Champion the onboarding of new customers, ensuring they have an exceptional experience as they join and start using the Hatch platform.
• Complete operational tasks such as banking activities, transferring shares from other brokers and ensuring we comply with relevant regulations
• Complete customer verification activities, including Customer Due Diligence (CDD), Know Your Customer (KYC), delayed verification and foreign passport checks.
• Support transaction monitoring and other regulatory activities, helping Hatch meet its compliance and operational risk obligations.
• Work closely with teams across Hatch, including Client Accounts, Trading, Operations, Digital, Marketing, Product, Design and Engineering, to deliver great customer outcomes.
• Capture customer feedback, trends and findings, sharing insights with the broader team to help shape and continually improve the Hatch experience.
• Bring a keen eye for process improvement, identifying opportunities to make our processes simpler, more efficient and even better for customers.
• Build strong relationships with internal teams and third-party partners, while taking ownership of your priorities and contributing to Hatch’s highly collaborative culture.

Our ideal candidate will have:

• Experience in financial services, operations or retail investing would be an advantage, or a genuine interest and ability to quickly learn about the investment industry.
• A strong customer focus, with the confidence to support customers with varying levels of financial and technical knowledge.
• Excellent written and verbal communication skills, with the ability to communicate clearly, anticipate questions and tailor your approach to your audience.
• Strong problem-solving skills, with the ability to absorb information quickly, work through issues and take ownership through to resolution.
• A keen eye for detail and an analytical mindset, with confidence working with data and spreadsheets and a commitment to getting the small things right.
• A collaborative, positive approach and the ability to quickly build trusted relationships with colleagues, customers and external partners.
• A flexible, hands-on mindset and comfort working in a fast-moving environment where priorities can change and you’ll need to adapt quickly.
• Plenty of initiative and curiosity, with a willingness to ask questions, learn, identify opportunities for improvement and take ownership of getting things done.

What is in it for you?

• A hybrid 3+2 model combining working from the office and from home.
• Generous benefits, including full comprehensive health insurance, Life insurance, additional annual leave days after your first 12 months and more.
• Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies.

Our story

Hatch is all about investing for Kiwis, no matter how little or how much they have to start with. We care deeply about being the investment platform Kiwis trust to grow meaningful wealth. To do this, we aim to keep things simple and intuitive. We know we need to give access to world-class investments, the tools to support investors when putting their money to work, and a passionate community to connect and learn with.

In this new hybrid world, we are intentional about giving our best and doing exceptional work in a flexible way.

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About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

_We partner with the world’s leading financial institutions, with over US$2.5 trillion in assets on platform (AoP).

Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future._