Analyst, Fraud Rapid Response (Customer support)

ABOUT TIDE

At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting.

Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France.

Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to serve our mission: to help SMEs save both time (and money) so they can get back to doing what they love.

Tide facts:

• Tide is available for UK, Indian, German and French SMEs

• Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly

• Over $300 million raised in funding

• Over 2,500 Tideans globally - we’re diversity champions!

• We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, and in Berlin, Paris and Luxembourg.

ABOUT THE TEAM

As an Analyst, FRR, you will be ensuring businesses all across the UK stay safe and remain compliant. You will play a key part in helping Tide expand by providing round-the-clock support, every day of the year. You’ll love talking to people and have an empathetic and proactive nature along with a passion for solving member problems.
Our mission is to save businesses time and money, which they can put back into their company, and delivering fast and fluid support is key to achieving this. As part of the Fraud Rapid Response team, you will ensure that we keep our members’ accounts safe and ensure proper and satisfactory communication is kept throughout various Compliance checks that may be ongoing.

ABOUT THE ROLE

• Attending calls on an emergency inbound phone line for fraud reports

• Working with other financial institutions to recover funds

• Juggling priorities to ensure that members get outstanding support experience meaning time is of the essence and detailed product knowledge is vital.

• Helping members understand what is required from them and keeping them up to date throughout various stages of investigation

• Exploring data and aiding with reporting in order to track the performance of products and services.

• Helping demonstrate your values to new members of the team, and supporting them with your wisdom and experience and assisting with common back-office tasks.

WHAT MAKES YOU A GREAT FIT

• You have excellent communication skills and a positive goal-oriented attitude

• You have C1/C2 level of spoken and written English

• You have at least an 1 year experience working in International customer support on inbound phone line

• You have at least 2 years experience in a customer service role

• You are comfortable with working in 24/7 rotational shifts (We consider employee preferences while setting up schedules, however cannot guarantee the same)

• You are comfortable using industry tools like Kustomer, GSuite, and Jira

• You are confident talking with our customers and walking them through difficult situations

• You are always on the lookout for recurring issues and help create new workflows to solve them

• You have really strong organisational skills

• Spotting and noting patterns is second nature to you, and you’re always ready to highlight areas that can be improved in terms of product or member experience.

• Experience in working with vulnerable customers or customers that have been defrauded will be considered an advantage

WHAT YOU'LL GET IN RETURN

• Competitive salary

• Self & Family Health Insurance

• Term & Life Insurance

• OPD Benefits

• Mental wellbeing through Plumm

• Learning & Development Budget

• WFH Setup allowance

• 15 days of Privilege leaves

• 12 days of Casual leaves

• 12 days of Sick leaves

• 3 paid days off for volunteering or L&D activities

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

Disclaimer

It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:

• Tide does not charge any fees at any stage of the recruitment process.

• All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.

• Communication from Tide will only come from an official @tide.co email address.

• Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.

If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at [email protected]
Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.

Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy.

Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.