Alert Review Analyst

Team: Alert Review, Fraud

Who are Tide:

At Tide, we’re on a mission to save businesses time and money. We’re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind, and our member-driven financial platform is transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses.

Tide is about doing what you love. We’re looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale.

What we’re looking for:

Here at Tide, we are looking for a driven Alert Review Analyst with excellent soft skills as you will be communicating with customers to resolve blocked transaction issues (where Tide has prevented a customer from making a payment due to concerns around fraud or any other). We need a passionate and proactive individual, who will help ensure Tide is taking all relevant steps to detect and prevent all aspects of fraud and having a member first approach.

This role is a key element of our Fraud team sitting within the first line of defence. You’ll be responsible for ensuring we put our genuine members first through monitoring transaction types and behaviours across our customer base, whilst spotting and investigating potentially suspicious activity. We are looking for someone who is passionate about preventing fraud , who will help reduce risk to tide, and let our members get back to doing what they love.

As an Alert Review analyst you’ll be:

• Communicating with customers to determine whether blocked card transactions are fraudulent or genuine
• Proactively maintain communication with customers to inform them relevant teams are looking to resolve their issues on blocked payments
• Obtaining the details of any potential fraudulent activity form the customer and providing to our Level 2 investigation team
• Communicating with our payment provider to ensure future genuine transactions from customers are not blocked
• Analysing transactions across a variety of payment types and products, looking for signs of Fraud
• Confident in using and calling out potential efficiencies in our tools and processes used for transaction analysis
• Consistently reaching the targets for Productivity and Quality by managing your own case load
• Participate in internal and external training programs related to fraud offences detection and prevention and other subjects that may form part of the day-to-day work requirements.
• Treating Tide members fairly by taking responsibility to ensure that their needs are met
• Conducting phone calls

What makes you a great fit :

• You are willing to work in a flexible work environment
• You have excellent soft skills both written and verbal
• You have 1 to 3 years of experience in a customer service, Transaction monitoring, Fraud risk related role in financial services
• You have a good eye for detail and are able to identify suspicious activity.
• Ability to work well as part of a team; decisive; goal-oriented; proactive
• A genuinely curious mindset, asking the right questions at the right times, with a problem solving attitude.
• You have a keen eye for process improvements, looking how we can work leaner and more robustly.
• You have an analytical mind and are able to digest large data sets and spot patterns and trends with ease
• You are a quick learner, explorer, multitasker and are happy to be in the defined shift
• You have exceptional communication skills, written and verbal. Are able to communicate with our members (including via telephone) , internal stakeholders & regulatory bodies if required
• You have C1/C2 level of spoken and written English

What 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 salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 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
• Flexible working - please note you will have to visit 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 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 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.