Business Analyst Middle+ [Customer Care for Antifraud]

The role

You will turn antifraud customer experience into a single product including journeys, rules, handoffs, and tooling. You will make the experience measurable through metrics, SLAs, and communication quality to systematically improve processes.

What you will do

• Establish a baseline for metrics and quality
• Run discovery through stakeholder interviews and case reviews
• Build and align a prioritized improvement backlog
• Lead initiatives end to end
• Improve communication standards and the customer journey for high-impact scenarios
• Set up a sustainable operating cadence
• Deliver measurable wins like faster resolution and fewer repeat contacts

Required qualifications

• 2+ years of experience as a Business Analyst / Product manager / Product owner in fintech, banking or consumer digital products
• Real experience with backlog management and prioritization across multiple teams and stakeholders
• Hands-on UI experience creating new multi-screen user flows
• Ability to write clear and structured product requirements independently
• Technically fluent and comfortable collaborating with engineers
• Data-driven mindset
• Experience in project management across multiple teams
• Strong stakeholder management and expectation-setting skills
• A proactive, ownership-driven mindset
• B2 or higher English level

Nice to have

• Background in Customer Care / Contact Center / Customer Service
• Background in developing other products for internal customers (Telesales, Collection, Delivery, etc.)

Benefits

• Relocation support to Mexico with assistance for the employee and their family
• Flexible work from our office or remote
• Healthcare Coverage
• Education Budget: Language lessons, professional training and certifications
• Wellness Budget: Mental health and fitness activity reimbursements
• Vacation Policy: Annual leave and paid sick leave

About the company

platacard is a high-tech environment with a team of smart and revolutionary people who challenge the status quo of incumbent finances.