Complaints Associate

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: 800,000 UK and 800,000 in India and growing rapidly
• Over $200 million raised in funding
• Over 2500 Tideans globally - we’re 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 TEAM

We are seeking a skilled and experienced Complaints Associate. The successful candidate will be responsible for ensuring that the Complaints Team resolve all complaints efficiently, effectively, in a timely manner and in accordance with any relevant policies and procedures while providing excellent customer service.

Some of the things you’ll be doing:

• Monitor and track complaint resolution metrics to identify areas for improvement and develop action plans to address them;
• Develop and implement policies and procedures for handling complaints in accordance with company guidelines and regulatory requirements.
• Investigate and analyze complaints to identify the root cause of the issue.
• Communicate with complainants through various channels such as email or phone to resolve their complaints in a timely and professional manner;
• Ensure adherence to TAT & 100 % responses to all complaints/queries;
• Manage escalated complaints and work with other departments to resolve complex issues;
• Collaborate with other departments, such as Member Support, Legal and Risk and Compliance, to ensure consistency and alignment in the handling of complaints;
• Prepare reports and presentations for Senior Management and other stakeholders to communicate the status of complaint resolution activities and areas for improvement etc.

WHAT WE ARE LOOKING FOR

• Excellent communication skills, both verbal and written
• You have minimum of 3 years of experience in complaints resolution or related field
• Strong analytical skills and the ability to identify and solve problems efficiently
• Excellent organizational and time management skills
• Ability to handle and prioritize multiple tasks and demands
• Capable of working independently as well as in a team
• Bachelor's degree
• Experience in NBFC/Fintech preferred

WHAT YOU WILL GET IN RETURN

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities

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 everyone’s 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 everyone’s voice is heard.