Business Analyst Middle [Customer Care]

Company: Banco Plata
Location: Georgia; Mexico; Serbia
Employment type: FULL_TIME

We are looking for a Business Analyst to join our Customer Care (Debit Products) team — a critical function supporting our customers’ daily financial activities, from purchases and ATM withdrawals to seamless access to funds. When issues arise with a debit card or account — such as declined transactions, lost cards, unexpected fees, or technical problems — customers expect prompt, clear, and empathetic support. Their trust in our company depends not only on our features, but also on how professionally and effectively we resolve their issues.

As a Business Analyst in Customer Care (Debit Products), you will oversee support for individual customers using our debit products. This role exists to:

• 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

Challenges that await you:

• 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