Vulnerable Users Team Associate

Responsibilities

• Provide dedicated support as the direct point of contact for members in vulnerable circumstances
• De-escalate high-pressure phone calls and live chats from distressed or anxious members
• Manage multi-channel communications including compassionate written responses and supportive phone calls
• Review conversation histories to resolve queries comprehensively on first contact
• Identify trends in member struggles to advocate for process and tooling improvements
• Document member circumstances with high detail and strict compliance with data protection guidelines

Requirements

• Exceptional written and verbal English communication skills
• Proven experience handling complex, sensitive, or distressed customer situations
• Resilience and composure when supporting customers through emotional or financial distress
• Strong verbal negotiation and expectation management skills
• High emotional intelligence and active listening abilities
• Meticulous attention to detail regarding account histories and documentation
• Collaborative mindset to work with fraud, compliance, and technical teams

Benefits

• 27 days paid annual leave
• 3 paid days for volunteering or L&D
• Extended maternity and paternity leave
• Personal L&D budget
• Additional health and dental insurance
• Mental wellbeing platform
• WFH equipment allowance
• Sabbatical leave

About the Company

Tide helps SMEs save time and money by offering business accounts, banking services, and connected administrative solutions like invoicing and accounting. Supporting over 2 million members globally, Tide uses advanced technology to provide quick onboarding and innovative features for small businesses.