Escalations Associate

ABOUT TIDEAt 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 1.6 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to help SMEs save both time and money.Tide facts:Tide is available for UK, Indian, German and French SMEsOver 1.6 million members: 800,000 UK and 800,000 in India and growing rapidlyOver $200 million raised in fundingOver 2500 Tideans globally - we're diversity championsWe have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, India ABOUT THE TEAMWe are seeking a skilled and experienced escalations Associate. The successful candidate will be responsible for ensuring that the escalations Team resolve all escalations efficiently, effectively, in a timely manner and in accordance with any relevant policies and procedures while providing excellent customer service.Some of the things you'll be doing: Monitor and track escalation resolution metrics to identify areas for improvement and develop action plans to address them;Develop and implement policies and procedures for handling escalations in accordance with company guidelines.Investigate and analyse escalations to identify the root cause of the issue.Communicate with customers through various channels such as email or phone to resolve their escalations in a timely and professional manner;Ensure adherence to TAT & 100 % responses to all escalations/queries;Manage escalated escalations 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 escalations;Prepare reports and presentations for Senior Management and other stakeholders to communicate the status of escalations resolution activities and areas for improvement etc.WHAT WE ARE LOOKING FORExcellent communication skills, both verbal and writtenMinimum of 1–2 years of experience in escalations resolution or related fieldStrong analytical skills and the ability to identify and solve problems efficientlyExcellent organisational and time management skillsAbility to handle and prioritise multiple tasks and demandsCapable of working independently as well as in a teamBachelor's degreeExperience in NBFC/Fintech preferredWHAT YOU WILL GET IN RETURN Competitive salarySelf & Family Health InsuranceTerm & Life InsuranceOPD BenefitsMental wellbeing through PlummLearning & Development BudgetWFH Setup allowance15 days of Privilege leaves12 days of Casual leaves12 days of Sick leaves3 paid days off for volunteering or L&D activities TIDE IS A PLACE FOR EVERYONEAt 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.At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone's voice is heard.   Disclaimer   It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:Tide does not charge any fees at any stage of the recruitment process.All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.Communication from Tide will only come from an official  email address.Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately atYour safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.