Business Analyst (Customer Service)

About the role

We are the Customer Service Business Analytics team — a dedicated layer between business and technology. Our primary stakeholder is the CS and Debit business: we start every initiative by deeply understanding their needs and translating operational pain points into clear, structured requirements that product and engineering can act on. We own the full loop — from requirements gathering to delivery acceptance — across a growing debit portfolios

What you'll do

• Engage in in-depth business and systems analysis with an emphasis on IT integration within the banking sector, showcasing your ability to understand and streamline complex processes

• Manage changes end-to-end: document requirements, align with product and engineering teams, accept deliverables

• Coordinate across CS, Credit Product, Risk, Collections, and other departments

• Create impeccable documentation including BRDs (Business Requirements Documents), FSDs (Functional Specifications Documents), specs, User Stories, Test Cases, and Use Cases

• Embrace a systems thinking approach, delve into testing, and collaborate closely with development teams to drive innovation and excellence

• Investigate incidents and escalations, tracing root causes and turning them into lasting process or system fixes

• Analyze operational data to identify opportunities to improve service quality, speed, and efficiency across the stream

What makes you a strong fit

• 2+ years as a business analyst or similar role in fintech, banking, or a digital company

• Experience describing and optimizing business processes (BPMN, user flows, use cases)

• Exceptional decision-making skills, with a focus on empathetic solutions that balance development costs with business objectives

• Ability to work with data: basic SQL, experience with BI dashboards (Metabase, Looker, Tableau, or similar)

• Understanding of CRM systems and ticketing platforms

• Strong cross-functional communication and stakeholder management skills

• English B2+

• Nice to have: credit products (POS lending, revolving credit), understanding of the credit lifecycle (origination, servicing, delinquency, restructuring), experience in a regulated environment, Jira / Confluence