Senior Complaints Associate

India, Delhi NCR

Department: Operations Support

Who are Tide:

At Tide, we are building a finance & admin 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 the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,800 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany.

Tide is rapidly growing, expanding into new 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.

What we’re looking for:

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.

As a Senior Complaints Associate you will:

• 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 office in an effective and efficient manner on a day-to-day basis.
• Maintain a repository of the filed police complaints.
• Prepare Case Summaries etc.
• Liasoning with external regulators.

What makes you a great fit:

• Excellent communication skills, both verbal and written
• Minimum of 5+ years of experience in complaints resolution/liasoning.
• Proven track record of managing and leading a team
• 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
• Experience in NBFC/Fintech preferred

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.