Senior Complaints Associate

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 ROLE:

We are seeking a skilled and experienced Senior 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.
• 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.
• Handle/front end all dispute complaints from the BO/Police in an effective and efficient manner on a day-to-day basis.
• Maintain a repository of police complaints.
• Prepare Case Summaries etc.
• Liasoning with external regulators.

WHAT WE ARE LOOKING FOR:

• Excellent communication skills, both verbal and written
• Bachelor's or Master's degree in Law (LLB/LLM ) with minimum 5+ years of experience
• Proven track record of managing and working with LEA
• 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

WHAT YOU'LL GET IN RETURN:

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• 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.

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