Complaints Associate

Summary

Join Tide, a rapidly growing finance platform for small businesses, as a Complaints Handler. You will take ownership of complaints, investigating issues, communicating with complainants, and collaborating with internal teams to resolve problems and prevent future occurrences. This role requires excellent communication skills in English and French, experience in finance customer service, and proficiency in industry tools. Tide offers a comprehensive benefits package including paid time off, flexible working arrangements (remote-first with WOO policy), and professional development opportunities. The company values diversity and inclusion, fostering a supportive and transparent work environment. Tide is committed to empowering small businesses and helping them save time and money.

Requirements

• Excellent spoken and written English and French skills
• Ability to use industry tools like GSuite, Slack and Jira
• Organised with the ability to multitask
• The ability to remain calm under pressure and handle difficult situations
• Passion for problem-solving and finding solutions to difficult situations
• Accurate with good attention to detail
• Experience working in customer service for the finance industry
• Analytical skills, be good at problem solving and reviewing root cause analysis
• Ability to build cross business relationships in order to deliver complaints data and implement solutions

Responsibilities

• Take ownership of complaints from start to finish, ensuring that all complaints are correctly logged on our complaints management system
• Investigate complaints and identify the root cause of the issue
• Communicate with complainants through various channels such as email or phone to resolve their complaints in a timely and professional manner
• Work closely with the relevant departments within Tide to identify any systemic issues and develop solutions to prevent future complaints
• Maintain required productivity levels whilst ensuring complaints are resolved to high quality standards and handled in line with processes and procedures within regulatory time frames
• Take ownership of issues/questions/complaints raised to the Complaints team and ensure that these are picked up appropriately with relevant feedback provided to the area who raised these
• Gain an understanding of regulatory bodies (Such as the Financial Ombudsman Service / Financial Conduct Authority) in order to ensure that complaints are handled as per the DISP handbook

Benefits

• 25 days paid annual leave
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget in the amount of 1000 BGN per year
• Additional health & dental insurance
• Mental wellbeing platform
• Fully covered Multisports card
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Flexible working from home
• Sabbatical Leave