Customer Onboarding Specialist with German

1 Month ago • All levels • Human Resource

Job Summary

Job Description

As an Onboarding Support Specialist at Tide, your primary responsibility is to convert prospective leads into Tide Members. You will proactively contact individuals who have downloaded the Tide app but haven't completed the signup process. Your role involves guiding them through the onboarding steps, addressing their inquiries, and highlighting Tide's unique benefits to persuade them to become full members. You will also collaborate with the KYC team to ensure correct documentation is provided and troubleshoot any issues. Additionally, you'll leverage upselling skills to promote Tide's products to potential leads, with the opportunity for performance-based bonuses. A key requirement is native-level proficiency in German.
Must have:
  • Native-level German proficiency
  • Customer service or telesales experience
  • Revenue-focused and able to upsell
  • Target-driven self-starter
  • Adaptable to change
  • Member-first mentality
  • Self-motivated and conscientious
Good to have:
  • Knowledge of compliance, KYC, AML
  • FinTech experience
  • Experience with Zendesk or similar
  • Experience with Predictive dialer
Perks:
  • 25 days paid annual leave
  • 3 paid days off for volunteering/L&D
  • Extended maternity and paternity leave
  • Personal L&D budget
  • Additional health & dental insurance
  • Mental wellbeing platform
  • Fully covered Multisports card
  • Food vouchers
  • Office snacks, drinks
  • WFH equipment allowance
  • Flexible working from home
  • Sabbatical Leave

Job Details

ABOUT TIDE

At Tide, we are building a business management  platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.


Launched in 2017, Tide is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2,000 employees.


Tide is rapidly growing, expanding into new products and markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

ABOUT THE TEAM

The Onboarding Team is a front-line team, looking to convert as many prospective/cold leads into becoming a Tide Member. We collaborate with marketing, product and the KYC Teams to ensure a seamless Onboarding experience for prospective members, providing key insights to all stakeholders.

ABOUT THE ROLE

As an Onboarding Support Specialist you will:

  • Call potential members that have downloaded the Tide app but sometimes, as life gets in the way, they have not signed up. Your job is to follow up with them and guide them through the onboarding process

  • Walk potential members through our signup process, answer their questions and use your persuasion skills to highlight Tide's unique benefits and convert them into full-fledged Tide Members!

  • Work with the KYC team to ensure that the members have provided all the correct documentation and will troubleshoot any issues that come their way. For this reason, you’ll need to be technically-minded.

  • As we grow rapidly and new products introduced to our member base, your aim is to utilize your upselling skills to offer a range of Tide Products to our prospective leads.

  • You can receive a performance based bonus on a monthly basis  

WHAT ARE WE LOOKING FOR 

  • Native-level proficiency in spoken and written German

  • Previous customer service or telesales experience

  • Focused on revenue and can up-sell to our prospective members

  • A self-starter that is target-driven

  • Comfortable with adapting to constant change and shifting priorities

  • Member first mentality

  • Self-motivated and conscientious, wanting to make a real difference to the business

  • Ideally some knowledge of compliance, KYC, AML, and associated regulations or previous FinTech experience 

  • You may also have experience of using Zendesk or similar and Predictive (or power) dialer

WHAT YOU'LL GET IN RETURN

  • 25 days paid annual leave 
  • 3 paid days off for volunteering or L&D activities
  • Extended maternity and paternity leave covered by the company
  • Personal L&D budget
  • Additional health & dental insurance
  • Mental wellbeing platform 
  • Fully covered Multisports card
  • Food vouchers
  • Snacks, light food, drinks in the office
  • WFH equipment allowance
  • Flexible working from home
  • Sabbatical Leave

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.

 

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.

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About The Company

Tide is the leading provider of UK small business (SMEs) accounts and one of the fastest-growing fintechs in the UK. Tide is live in the UK and India with over 650,000 members in the UK and more than 350,000 in India.


Tide is transforming the small business banking market. Our platform not only offers business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses, such as full integration with accounting systems (live for our UK members, many are live in India, and coming soon to Germany). 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.

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