Vulnerable Users Team Associate
Tide is a UK business-banking fintech for small and medium enterprises (tide.co), a Speedinvest portfolio company.
About Tide
Tide is a UK financial-technology company providing business banking and financial services to small and medium enterprises (tide.co). It is a portfolio company of Speedinvest.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide tailored support to UK members experiencing vulnerable circumstances, including health issues, financial distress, and mental capacity concerns. You will manage high-pressure phone calls, live chats, and emails, de-escalate distress, review conversation histories, resolve queries comprehensively, identify process improvements, and document member circumstances accurately while collaborating with specialized teams.
Requirements
- Flawless written and verbal English communication
- Experience supporting customers through intense emotional distress
- Strong verbal negotiation skills
- Ability to manage expectations and deliver difficult news
- Empathy and active listening skills
- High attention to detail
- An evaluation and continuous improvement mindset
- Ability to collaborate with technical, fraud, and compliance teams
- Experience handling complex customer situations is required
- Experience in an FCA-regulated environment is preferred
Responsibilities
- Provide dedicated support to vulnerable members
- Manage high-pressure phone calls and live chats
- De-escalate distress and rebuild trust
- Write compassionate chat and email responses
- Conduct supportive phone calls
- Review complete conversation histories
- Resolve queries comprehensively on first contact
- Identify trends and advocate for process improvements
- Document member circumstances in detailed internal notes
- Collaborate with specialized back-office teams
Benefits
- 25 days paid annual leave
- 3 paid days off for volunteering or learning and development activities
- Extended maternity and paternity leave
- Personal learning and development budget
- Additional health and dental insurance
- Mental wellbeing platform
- Fully covered Multisports card
- Food vouchers
- Office snacks, light food, and drinks
- Work-from-home equipment allowance
- Sabbatical leave
- Transportation bonus for office commuting