Analyst, Fraud Rapid Response (Customer support)

Role Overview: At Tide, we are looking for an Analyst, FRR to join our team and ensure businesses across the UK stay safe and compliant. As part of the Fraud Rapid Response team, you will play a crucial role in providing round-the-clock support to our members. Your primary responsibilities will include attending emergency inbound phone calls for fraud reports, collaborating with financial institutions to recover funds, and maintaining detailed product knowledge to deliver outstanding support experience. You will also assist in investigating and resolving member issues, aiding in data exploration and reporting, and supporting new team members with your expertise. Key Responsibilities: - Attend emergency inbound phone calls for fraud reports - Collaborate with financial institutions to recover funds - Maintain detailed product knowledge to provide outstanding support - Assist members in understanding requirements and keep them updated during investigations - Explore data and aid in reporting to track product and service performance - Support new team members and assist with back-office tasks - Spot and note patterns for improvement in product or member experience Qualifications Required: - Excellent communication skills and a positive attitude - C1/C2 level of spoken and written English - Minimum 1 year experience in International customer support on inbound phone line - Minimum 2 years experience in a customer service role - Comfortable with 24/7 rotational shifts - Proficiency in industry tools like Kustomer, GSuite, and Jira - Strong organizational skills - Ability to identify recurring issues and create new workflows - Experience working with vulnerable or defrauded customers is an advantage Additional Company Information: Tide is a rapidly growing business management platform dedicated to saving time and money for small businesses. With over 1 million small business members worldwide, Tide offers comprehensive administrative solutions in addition to business accounts and banking services. Headquartered in central London, Tide has a global presence with offices in various locations. As part of the Tide team, you will enjoy competitive benefits, a transparent and inclusive work environment, and opportunities for learning and development. (Note: The disclaimer section has been omitted from the job description as it does not directly relate to the role description.),