Analyst FRR Reported Fraud OM
Tide is a UK-founded fintech business financial platform providing banking and financial-management services to small businesses and sole traders.
About Tide
Tide Platform Limited operates Tide, offering business accounts, payments, accounting and tax tools, savings, payroll, and business finance. Tide is FCA-authorised for electronic-money and payment services and is not itself a bank; its business bank accounts are provided through partner banks including ClearBank.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will answer emergency inbound calls about fraud, work with financial institutions to recover funds, and guide members through compliance checks and investigations. You will prioritise urgent cases, analyse data for reporting, identify recurring issues, improve workflows, and support new colleagues with back-office tasks.
Requirements
- Excellent communication skills
- C1/C2 spoken and written English
- At least 1 year of international inbound phone customer-support experience
- At least 2 years of customer-service experience
- Ability to work 24/7 rotational shifts
- Experience with Kustomer, GSuite, and Jira
- Organisational skills
- Ability to identify patterns and improvement opportunities
Responsibilities
- Handle emergency inbound calls for fraud reports
- Work with financial institutions to recover funds
- Prioritise cases to provide timely member support
- Explain required actions and update members throughout investigations
- Analyse data and support performance reporting
- Identify recurring issues and help create workflows
- Support new team members and assist with back-office tasks
Benefits
- Vitality Health Insurance
- 25 days holiday
- Enhanced family-friendly leave
- 24 hours of paid volunteering time off per year
- Flexible working options
- Sabbatical leave