Customer Support Associate (KYC Analyst)
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Job Location:
Monthly Salary:
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
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 1.6 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 help SMEs save both time and money.
Tide facts:
- Tide is available for UK Indian German and French SMEs
- Over 1.6 million members: 800000 UK and 800000 in India and growing rapidly
- Over $200 million raised in funding
- Over 2500 Tideans globally - were 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 India
ABOUT THE ROLE
As a Customer Support Associate (KYC 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 with our security reviews. Youll be talking to people with empathy 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 cKYX Member Interactions team you will ensure that we keep our members accounts up and running and provide them with proper guidance and support on how to navigate through processes they may not be fully aware of.
WHAT WE ARE LOOKING FOR
- Communicating with members (customers) over phone during outbound calls
- Gathering required information over calls aiding in completing account reviews (Periodic and Event-Driven Reviews)
- Performing basic due diligence and refining the information shared by customers and passing it on to the correct team to complete account reviews
- Helping customers understand what is required from them and keeping them informed throughout various stages of the account review process (Ongoing KYC Reviews)
- Providing the best possible customer experience over calls chats and emails by using your detailed process knowledge and soft skills
- Handling escalations from the KYX teams that require a call to the member
- Resolving customer queries or complaints and directing them to the right department.
- Staying up-to-date on the general topics supported by the Member (customer) facing teams to help resolve inquiries
- Liaising with different departments to avoid any disruptions to customer accounts and ensure a smooth account review process
- 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
- You are comfortable talking to customers on the phone and walking them through difficult situations
- You have at least 1.5 years of experience working in International customer support on inbound or outbound phone line
- You have very good verbal and written English communication skills (at least C1 level)
- You are comfortable using industry tools like Kustomer GSuite and Jira
- You are always on a lookout for recurring issues and potential solutions to make existing processes more efficient.
- You have really strong organisational skills.
- You preferably have experience with a Fin-tech start-up or a fast-growing tech company.
- Any exposure to KYC or diligence is a huge plus
WHAT YOULL GET IN RETURN
- Competitive salary
- Self & Family Health Insurance
- Term & Life Insurance
- OPD Benefits
- Mental wellbeing through Plumm
- Learning & Development Budget
- WFH Setup allowance
- 25 Annual leaves
- Family & Friendly Leaves
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 everyones 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 everyones voice is heard.
- Tide doesnotcharge any fees at any stage of the recruitment process.
- All official Tide job opportunities are listed exclusively on ourCareers Pageand applications should be submitted through this channel.
- Communication from Tide will only come from an official@tide.coemail 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
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 Tides Recruitment Privacy Notice.
Required Experience:
IC
Key Skills
- Electrical Engineering
- SQL
- Active Directory
- VMware
- OS
- Windows
- Trouble Shooting
- Linux
- SAN
- Java
- Technical Assistance
- Setup
- hardware
- Technical Support
- Software support
About Company
All your business finance needs in one app, from banking to credit. Join over 1 million SMEs worldwide, and get back to doing what you love.
