Analyst, FRR, Reported Fraud, OM, UK

Careers at Tide; Hyderabad; On-site; INR 420,000 - 640,000; Full time

Benefits offered by this job

Vitality Health Insurance

25 days holiday

Professional L&D budget

Enhanced family-friendly leave

24 hours volunteering time off per yea

Flexible working options

Sabbatical leave

Job summary

Tide is seeking a Fraud Rapid Response Associate in India to help UK SMEs stay safe by providing round-the-clock support for fraud and compliance. You will engage in emergency communications, investigate cases, and work with external institutions to recover funds.

Ideal candidates have 1 year of international customer support experience on inbound lines, 2+ years in customer service, and comfort with 24/7 shift patterns. Proficiency with Kustomer, GSuite and Jira is valued.

Qualifications

• C1/C2 level English, spoken and written.
• 1 year experience in international customer support on inbound phones.
• At least 2 years in a customer service role.
• Wamiliar with 24/7 rotational shifts.
• Proficient with Kustomer, GSuite and Jira.
• Strong organisational skills.
• Experience with vulnerable customers is a plus.

Responsibilities

• Answer emergency fraud reports on an inbound line.
• Coordinate with other financial institutions to recover funds.
• Prioritise tasks to deliver fast, high-quality member support.
• Explain requirements to members and keep them updated during investigations.
• Analyze data and assist with reporting to track product/service performance.
• Support team with back-office tasks and share best practices.

Skills

English proficiency

Customer support

Communication

Shift work

Issue resolution

Tools

Kustomer

GSuite

Jira

Job description

At 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 and now supports over 2 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 serve our mission: to help SMEs save time and money so they can get back to doing what they love.

• Tide is available for UK, Indian, German and French SMEs
• Over 2 million members globally and rapidly growing
• Over $300 million raised in funding
• 3,000 Tideans globally
• Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026
• We 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, New Delhi, Berlin, Paris and Luxembourg

About You

As a Fraud Rapid Response Associate, you will be ensuring businesses all across the UK stay safe and remain compliant. You will play a key part in helping Tide expand by providing round-the-clock support, every day of the year. You’ll love talking to people and have an empathetic and proactive nature along with a passion for solving member problems.

Our mission is to save businesses time and money, which they can put back into their company, and delivering fast and fluid support is key to achieving this. As part of the Fraud Rapid Response team, you will ensure that we keep our members’ accounts safe and ensure proper and satisfactory communication is kept throughout various Compliance checks that may be ongoing.

What you will do:

• Attending calls on an emergency inbound phone line for fraud reports
• Working with other financial institutions to recover funds
• Juggling priorities to ensure that members get outstanding support experience meaning time is of the essence and detailed product knowledge is vital.
• Helping members understand what is required from them and keeping them up to date throughout various stages of investigation
• Exploring data and aiding with reporting in order to track the performance of products and services.
• Helping demonstrate your values to new members of the team, and supporting them with your wisdom and experience and assisting with common back-office tasks.

You’ll be a great fit if:

• You have excellent communication skills and a positive goal-oriented attitude
• You have C1/C2 level of spoken and written English
• You have at least an 1 year experience working in International customer support on inbound phone line
• You have at least 2 years experience in a customer service role
• You are comfortable with working in 24/7 rotational shifts (We consider employee preferences while setting up schedules, however cannot guarantee the same)
• You are comfortable using industry tools like Kustomer, GSuite, and Jira
• You are confident talking with our customers and walking them through difficult situations
• You are always on the lookout for recurring issues and help create new workflows to solve them
• You have really strong organisational skills
• Spotting and noting patterns is second nature to you, and you’re always ready to highlight areas that can be improved in terms of product or member experience.
• Experience in working with vulnerable customers or customers that have been defrauded will be considered an advantage

What you’ll get in return:

• Vitality Health Insurance, with a proactive focus on mental and physical wellbeing
• 25 days holiday
• We invest in your development with professional L&D budget every year
• Enhanced family-friendly leave
• 24 hours paid volunteering time off per year
• Flexible working options
• Sabbatical leave

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.

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.