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