Analyst, Fraud Rapid Response

Analyst, Fraud Rapid Response (Customer support)

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