Customer Success (CX) Specialist

UK | FNZ Global Management; Wellington; Hybrid; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Annual leave

Job summary

Hatch is seeking a Customer Success Specialist in Wellington to support customers through onboarding and ongoing service. You will work across customer service, operations, banking and compliance to ensure smooth day-to-day Hatch activities during a fixed-term maternity leave.

The role emphasizes delivering excellent customer outcomes in a collaborative, fast-paced environment. You will engage with internal teams to resolve issues, verify customer identities, and support regulatory processes

Qualifications

• Experience in financial services, operations or retail investing would be an advantage.
• 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 and tailor your approach to your audience.
• Strong problem-solving skills, ability to absorb information quickly, work through issues and take ownership to resolution.
• Keen eye for detail and an analytical mindset, comfortable working with data and spreadsheets.
• Collaborative, positive approach and ability to build trusted relationships with colleagues and external partners.
• Flexible, hands-on mindset and ability to adapt quickly in a fast-moving environment.
• Plenty of initiative and curiosity, willing to learn and drive improvements.

Responsibilities

• Go above and beyond to provide exceptional experiences whenever 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 regulatory compliance.
• Perform customer verification activities, including CDD, KYC, delayed verification and foreign passport checks.
• Support transaction monitoring and other regulatory activities to help Hatch meet compliance and risk obligations.
• Collaborate with teams across Hatch to deliver great customer outcomes.
• Capture customer feedback and insights to help shape and improve the Hatch experience.
• Identify opportunities for process improvement and drive concrete changes.

Skills

Customer focus

Communication skills

Problem solving

Attention to detail

Collaboration

Adaptability

Initiative

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.

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,