Tide - Senior Analyst, Complaints, Operations Support, UK (11 months contract)
Requirements
• UK Complaints Handling: Demonstrable experience in managing UK-based financial complaints within a regulated environment. • UK Complaints Handling: • Financial Industry Knowledge: Solid understanding of financial products and the broader UK regulatory landscape (FCA, FOS, Treating Customer Fairly(TCF)). • Financial Industry Knowledge: • Startup Familiarity (desirable): Previous experience working in a startup or fast-paced FinTech environment, demonstrating adaptability and proactive problem-solving. • Startup Familiarity (desirable): • Empathetic Communication: Exceptional ability to build rapport, listen actively, and show genuine compassion during difficult conversations • Empathetic Communication: • Resilience & Conflict Resolution: The ability to remain calm under pressure, handle challenging interactions, and manage conflict professionally • Resilience & Conflict Resolution: • Time Management: Highly organised with the ability to multitask and meet strict regulatory deadlines • Time Management: • Analytical Mindset: Strong attention to detail and a passion for finding solutions to complex, non-standard situations • Analytical Mindset: • Technical Proficiency • Industry Tools: Proficient in GSuite (Google Workspace), Slack, Confluence, Looker, and Jira • Industry Tools: • Certificate in Complaint Handling (CCBI) from the Chartered Banker Institute. • Professional Banker Certificate • WHAT YOU’LL GET IN RETURN: • Competitive salary • Self & Family Health Insurance • Term & Life Insurance • 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 • TIDE IS A PLACE FOR EVERYONE
Responsibilities
• Complaint Investigation: Manage and progress multiple complaints through to fair resolution, ensuring adherence to FCA DISP rules and internal policies • Complaint Investigation: • Regulatory Compliance: Ensure all responses meet FOS (Financial Ombudsman Service) and FCA (Financial Conduct Authority) requirements adhering to TCF (Treating Customers Fairly) and CD (Consumer Duty) outcomes • Regulatory Compliance: • Root Cause Analysis (RCA): Conduct thorough fact-finding and critical analysis to identify recurring themes and suggest process improvements to prevent future issues • Root Cause Analysis (RCA): • Professional Correspondence: Draft clear, concise, and compliant final response letters that explain complex financial findings in accessible, jargon-free language • Professional Correspondence: • Vulnerable Customers: Identify and provide tailored support for customers in vulnerable positions, ensuring compassionate and equitable treatment • Vulnerable Customers: • Stakeholder Collaboration: Liaise with internal teams like Operations, Compliance and Product to gather data and resolve cases efficiently • Stakeholder Collaboration:
Benefits
• Self & Family Health Insurance • Term & Life Insurance • 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 • TIDE IS A PLACE FOR EVERYONE
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