Analyst, FRR

About the job

About Tide 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. Your 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 - You are comfortable using industry tools like Kustomer, GSuite, and Jira - 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. 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.

Requirements

• Customer Support
• Communication
• Problem Solving
• Organizational Skills

Qualifications

• 1-2 years in customer support
• 2 years in customer service
• C1/C2 English proficiency

Preferred Technologies

• Customer Support
• Communication
• Problem Solving
• Organizational Skills

Benefits

• Health Insurance
• Life Insurance
• Learning Budget
• WFH Setup
• Paid Leave

About the company

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.