Hybrid FinTech CX Specialist (Maternity Leave Coverage)

UK | FNZ Global Management; Wellington; Hybride; NZD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Health insurance

Life insurance

Annual leave

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer focus

Communication skills

Problem solving

Attention to detail

Collaboration

Adaptability

Initiative

Description du poste

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