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Tide Customer Support Associate (KYC Analyst) . This is a great opportunity for freshers and early-career professionals looking to kickstart their journey in a global IT services company. The position is based in India and eligible candidates are encouraged to apply online at the earliest. The detailed eligibility criteria and application process are given below. Check out all Hyderabad location jobs
About Company
At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting.
Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France.
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Job Overview :
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.
Responsibilities
- 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
Requirements:
- 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
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