Fintech CX Specialist (Maternity Cover)

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 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.