Business Analyst [Customer Care]
New
P
Plata CardFintech / Banking
WorldwideFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- B2 or higher English level
- Experience
- 1+ years of experience
- Required Skills
- Project ManagementBusiness AnalysisData AnalysisProduct ManagementUI Design
Requirements
- 1+ years of experience as a Business Analyst or Product Manager in fintech, banking, or consumer digital products.
- Hands-on UI experience, specifically creating multi-screen user flows.
- Ability to write clear and structured product requirements independently.
- Technically fluent and comfortable collaborating with engineers.
- Data-driven mindset with the ability to define tasks for analysts and interpret dashboards.
- Experience in project management across multiple teams with effective tracking.
- Strong critical thinking, proactivity, and ownership mindset.
- B2 or higher English level for international team collaboration.
- Experience in Customer Care or Contact Center environments (bonus).
- Experience developing internal products like Telesales or Collections (bonus).
Responsibilities
- Manage Customer Care for debit products including debit cards, savings, deposits, and cashback.
- Define and track key support metrics such as AHT, contact rate, first contact resolution, and CSAT.
- Collaborate with designers and engineers to specify changes in agent tools and client-facing interfaces.
- Identify process gaps and inefficiencies to drive continuous improvement in support operations.
- Partner with product analysts to measure the impact of releases and campaigns using data.
- Ensure process transparency through documentation, metrics, and presentations.
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