Customer Success Specialist — Hybrid (Fixed-Term)

FNZ (UK) Ltd; Wellington; Hybrid; NZD 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Health insurance

Life insurance

Additional annual leave after 12 mo

Zusammenfassung

Hatch in Wellington is seeking a Customer Success Specialist to deliver a seamless experience for our customers. You’ll work across banking, compliance and operations on a fixed-term maternity leave cover, balancing day-to-day tasks with a strong focus on customer outcomes.

You’ll onboard new customers, perform verification activities, assist with transfers and keep our processes accurate. The role is hybrid, with office and home days, and comes with generous health and life insurance, extra

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer focus

Communication

Problem solving

Attention to detail

Team collaboration

Tools

Excel

Jobbeschreibung

Hatch in Wellington is seeking a Customer Success Specialist to deliver a seamless experience for our customers. You’ll work across banking, compliance and operations on a fixed-term maternity leave cover, balancing day-to-day tasks with a strong focus on customer outcomes.

You’ll onboard new customers, perform verification activities, assist with transfers and keep our processes accurate. The role is hybrid, with office and home days, and comes with generous health and life insurance, extra