Business Analyst Junior - Customer Care (Debit Products)

Plata CardFintech, Banking

Mexico, Cyprus, Serbia, or GeorgiaFull-TimeJunior

Salary not disclosed

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Job Details

Languages: English
Experience: 1+ years

Requirements

1+ years of experience as a Business Analyst / Product Manager in fintech, banking, or consumer digital products
Hands-on UI experience: experience creating multi-screen user flows, not just making visual tweaks
Ability to write clear and structured product requirements independently; technically fluent and comfortable collaborating with engineers
Data-driven mindset: ability to work with data, define tasks for analysts, and spot inconsistencies in dashboards
Experience in project management across multiple teams; ability to deliver on time and track progress effectively
Strong critical thinking, proactivity, and ownership mindset
Fluent English (B2+)
Experience in Customer Care / Contact Center / Customer Service (bonus)
Experience developing internal products (Telesales, Collections, Delivery, etc.) (bonus)

Responsibilities

Become the owner of the debit products stream within the next year
Make the experience measurable: define and track key metrics (e.g., resolution time, customer satisfaction, error rates), set SLAs, and maintain high communication standards
Drive continuous improvement: identify pain points and opportunities as new debit features launch and customer needs evolve, ensuring that processes and support keep pace
Be responsible for Customer Care for debit products (debit cards, savings, deposits, subscriptions, and cashback): understand where customers struggle and how support can improve their experience
Work closely with designers and engineers to specify changes in agent tools and client-facing interfaces
Work closely with debit product and operations teams to promptly update agent processes and interfaces
Take an active part in shaping the debit product metrics tree. Track and improve key support metrics for debit products: AHT, contact rate, first contact resolution, CSAT
Identify gaps and inefficiencies in debit product support processes and improve them
Partner with product analysts to measure the impact of releases and campaigns, and use data to drive priorities
Ensure process transparency through documentation, metrics, and presentations

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