Fraud Cases Support Analyst

About this role

Requirements

• You have C1 level and above in spoken and written English.
• You have at least 2 years of customer service experience, including 1 year in international inbound phone support.
• Experience with vulnerable customers or fraud cases will be an advantage.
• You are confident in communicating with customers and guiding them through challenging situations.
• Spotting patterns and proposing product or experience improvements comes naturally to you.
• You are always on the lookout for recurring issues and help create effective workflows to address them.
• You have strong organizational skills and are proficient in tools like Kustomer, GSuite, and Jira.
• You are comfortable working in rotational shifts (no night shifts), though we consider preferences when scheduling.
• WHAT YOU’LL GET IN RETURN
• 25 days paid annual leave
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget
• Additional health & dental insurance
• Mental wellbeing platform
• Fully covered Multisports card
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Flexible working from home
• Sabbatical Leave
• Transportation bonus to cover office commute under the hybrid work arrangement
• TIDEAN WAYS OF WORKING
• At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.
• While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.
• 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 talent@tide.co
• 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.

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 ROLE As a Fraud Rapid Response Analyst, 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. 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.