Analyst, FRR, Reported Fraud, OM, UK

The role

As a Fraud Rapid Response Associate, you will ensure UK businesses stay safe and compliant. You will handle emergency inbound fraud report calls and work with financial institutions to recover funds.

What you will do

• Attending calls on an emergency inbound phone line for fraud reports
• Working with other financial institutions to recover funds
• Juggling priorities to ensure members get support
• Helping members understand requirements and providing updates during investigations
• Exploring data and aiding with reporting to track product and service performance
• Supporting new team members with wisdom and experience
• Assisting with common back-office tasks
• Creating new workflows to solve recurring issues
• Spotting and noting patterns to improve product or member experience

Required qualifications

• Excellent communication skills
• Positive goal-oriented attitude
• C1/C2 level of spoken and written English
• At least 1 year experience working in International customer support on inbound phone line
• At least 2 years experience in a customer service role
• Comfortable with working in 24/7 rotational shifts
• Comfortable using industry tools like Kustomer, GSuite, and Jira
• Confident talking with customers and walking them through difficult situations
• Strong organisational skills

Nice to have

• Experience in working with vulnerable customers or customers that have been defrauded

Benefits

• Competitive salary
• Vitality Health Insurance
• 25 days holiday
• Professional L&D budget every year
• Enhanced family-friendly leave
• 24 hours paid volunteering time off per year
• Flexible working options
• Sabbatical leave

About the company

Tide helps SMEs save time and money by offering business accounts, banking services, and administrative solutions. The company supports over 2 million members globally across the UK, Germany and France.