Customer Support Associate (KYC Analyst)

Tide Platform Limited

Job Overview

Location

India

Job Type

Full-time

Full Job Description

📋 Description

• Join Tide, a rapidly growing fintech company revolutionizing business banking for SMEs globally, and play a pivotal role in ensuring the safety and compliance of our UK-based business members as a Customer Support Associate (KYC Analyst).
• In this crucial role, you will be at the forefront of our security and compliance efforts, directly contributing to Tide's expansion by providing essential, round-the-clock support for our security reviews.
• Your primary responsibility will be to engage with members through outbound calls, demonstrating empathy, a proactive approach, and a genuine passion for resolving their issues and guiding them through important processes.
• You will be a key member of the cKYX Member Interactions team, dedicated to keeping our members' accounts operational and providing clear, supportive guidance on navigating processes they may not be fully familiar with, ensuring a seamless and positive experience.
• Our mission at Tide is to empower SMEs by saving them time and money, allowing them to focus on what they do best. Delivering fast, fluid, and effective support is fundamental to achieving this mission, and your role is central to that success.
• You will be responsible for conducting periodic and event-driven account reviews, which involves gathering essential information from members over the phone.
• A significant part of your role will include performing basic due diligence on the information provided by customers, refining it, and ensuring it is accurately passed on to the relevant teams for the completion of account reviews.
• You will act as a trusted advisor to our members, helping them understand the requirements for their account reviews and keeping them informed about the progress throughout the ongoing KYC review process.
• Delivering an exceptional customer experience across all communication channels – calls, chats, and emails – will be paramount. This will be achieved by leveraging your in-depth knowledge of our processes and your strong interpersonal and soft skills.
• You will be expected to handle escalations that arise from other KYX teams, requiring direct and effective communication with the member to resolve complex issues.
• A core function is to resolve customer queries and complaints efficiently, and when necessary, to expertly direct members to the appropriate department for further assistance.
• To provide comprehensive support, you will need to stay consistently updated on general topics covered by our member-facing teams, enabling you to address a wide range of inquiries effectively.
• Collaboration is key; you will liaise with various internal departments to prevent any disruptions to customer accounts and to ensure the account review process remains smooth and uninterrupted.
• You will contribute to fostering a supportive team environment by demonstrating Tide's values to new team members, sharing your wisdom and experience, and assisting with common back-office tasks.
• A fundamental requirement for this role is your comfort and confidence in speaking with customers over the phone, adeptly guiding them through potentially difficult or complex situations with patience and clarity.
• You will be instrumental in identifying recurring issues and proactively seeking out potential solutions to enhance the efficiency of existing processes, contributing to continuous improvement.
• Your ability to maintain a high level of organization will be crucial in managing multiple tasks, member interactions, and documentation effectively.
• By ensuring the integrity and compliance of our platform, you will directly contribute to the trust and security our members place in Tide, safeguarding their businesses and our reputation.
• This role offers a unique opportunity to grow within a fast-paced fintech environment, gaining valuable experience in KYC, compliance, and customer relationship management within the dynamic world of business banking.
• You will be empowered to make a tangible impact, ensuring that Tide continues to be a safe and reliable financial partner for SMEs across the UK and beyond, supporting our mission to help businesses thrive.
• Embrace the challenge of working in a regulated industry while maintaining a customer-centric approach, ensuring that compliance measures are met without compromising the member experience.
• Your dedication to accuracy, attention to detail, and commitment to providing outstanding support will be highly valued and recognized within the team.
• Become an integral part of a global team, working with colleagues across different regions and contributing to a unified vision of empowering small businesses.
• This role is ideal for individuals who are passionate about customer service, possess a keen analytical mind, and are eager to contribute to the success of a leading fintech innovator.
• You will be a guardian of our platform's integrity, ensuring that all members meet the necessary regulatory requirements while enjoying a seamless banking experience.
• Your proactive communication and problem-solving skills will be essential in building and maintaining strong relationships with our member base.
• Contribute to a culture of continuous learning and improvement, sharing insights and best practices to elevate the entire customer support function.
• This is more than just a job; it's an opportunity to shape the future of business banking and make a real difference in the lives of entrepreneurs and small business owners.

🎯 Requirements

• Minimum 1.5 years of experience in international customer support, specifically on inbound or outbound phone lines.
• Excellent verbal and written English communication skills (equivalent to C1 level or higher).
• Proficiency in using industry-standard tools such as Kustomer, GSuite, and Jira.
• Strong organizational skills with a proven ability to manage multiple tasks and prioritize effectively.
• Comfortable and experienced in communicating with customers over the phone, guiding them through complex situations.
• A proactive mindset focused on identifying recurring issues and proposing solutions for process improvement.
• Preferably, experience in a Fin-tech, start-up, or fast-growing tech company.
• Any prior exposure to KYC or due diligence processes is considered a significant advantage.

🏖️ Benefits

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• Outpatient Department (OPD) Benefits
• Mental wellbeing support through Plumm
• Learning & Development Budget
• Work From Home (WFH) Setup allowance
• 25 Annual leaves
• Family & Friendly Leaves

Skills & Technologies

Junior

Remote

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Tide Platform Limited

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About Tide Platform Limited

Tide Platform Limited is a UK-based financial technology company providing business banking services to small and medium-sized enterprises. It offers digital current accounts, expense cards, invoicing, accounting integrations, and credit products through a mobile-first platform. Operating under an e-money licence with banking services provided by ClearBank, Tide serves over 500,000 UK businesses. The company focuses on streamlining financial administration for entrepreneurs, freelancers, and growing companies through automated features and integrations with accounting software like Xero and FreeAgent.

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