Customer Support Associate (KYC Analyst)

About You

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. You’ll 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.

Some of the things you’ll be doing:

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’ll be a great fit if:

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 you’ll get in return:

Competitive salary

Vitality Health Insurance, with a proactive focus on mental and physical wellbeing

25 days holiday

We invest in your development with professional L&D budget every year

Enhanced family-friendly leave

24 hours paid volunteering time off per year

Flexible working options

Sabbatical leave

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.