Department - Member OperationsWho are Tide:As a Level 2 KYC Escalations Associate , 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, every day of the year. You'll love talking to people and have an empathetic 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 Level 2 KYC Escalations Associate, you will ensure that we keep our members' 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're looking for:We're seeking a proactive, empathetic communicator skilled in outbound calls and adept at gathering crucial information for critical business processes. Strong attention to detail, problem-solving abilities, and adaptability in a fast-paced environment are essential. A customer-centric mindset and positive attitude are key traits for success in this role.As a Level 2 KYC Escalation Associate you will be:Making outbound calls to customers and collecting required informationUsing chat, phone and email to ensure proper communicationJuggling priorities to ensure that members get outstanding support experience meaning time is of the essence and detailed product knowledge is vital. Staying up to date on the general topics supported by the Member support teamHelping members understand what is required from them and keeping them up to date throughout various stages of investigationExploring data and aiding with reporting in order to track the performance of products and services. 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.What makes you a great fit:You have excellent communication skills and a positive goal-oriented attitudeYou have C1 level of spoken EnglishYou are comfortable using industry tools like Kustomer, GSuite, and JiraYou are confident talking with our customers and walking them through difficult situationsYou are always on the lookout for recurring issues and help create new workflows to solve themYou have really strong organisational skillsSpotting and noting patterns is second nature to you, and you're always ready to highlight areas that can be improved in terms of product or member experienceExperience with KYC is a plusYou have at least an 1.5 years of experience working in International customer support on inbound or outbound phone lineWhat you'll get in return:Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for 90 days of the year. Plus, you'll get:Competitive salarySelf & Family Health InsuranceTerm & Life InsuranceOPD BenefitsMental wellbeing through PlummLearning & Development BudgetWFH Setup allowance15 days of Privilege leaves12 days of Casual leaves12 days of Sick leaves3 paid days off for volunteering or L&D activitiesStock Options Enhanced family-friendly leaveFlexible working - please note you will have to visit the Hyderabad office 4 times a year and during high-level leadership visits. You will be notified about that at least 2 weeks in advance.Tidean Ways of Working At Tide, we're Member First and Data Driven, but above all, we're One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.Tide is a place for everyoneAt 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 status or disability status. We believe it's what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone's voice is heard.#L1-MV1 #LI-Hybrid
