Business Analyst – Customer Service

This is a fully remote position, open to applicants in Georgia.

📋 Description

• Conduct thorough business and systems analysis with a focus on IT integration within the banking industry.

• Oversee changes from start to finish by documenting requirements, collaborating with product and engineering teams, and approving deliverables.

• Facilitate coordination among Customer Service, Credit Product, Risk, Collections, and various other departments.

• Develop Business Requirement Documents (BRDs), Functional Specification Documents (FSDs), specifications, User Stories, Test Cases, and Use Cases.

• Employ systems thinking, engage in testing, and work alongside development teams to foster innovation and excellence.

• Investigate incidents and escalations, pinpoint root causes, and translate findings into sustainable process or system improvements.

• Analyze operational data to uncover opportunities to enhance service quality, speed, and efficiency.

• Convert customer service and debit business requirements into structured needs that can be acted upon by product and engineering teams.

• Manage the entire process from gathering requirements to delivery acceptance across debit portfolios.

⛳️ Requirements

• A minimum of 2 years of experience as a business analyst or in a similar position within fintech, banking, or a digital company.

• Proficient in describing and optimizing business processes using BPMN, user flows, and use cases.

• Capability to make informed decisions while balancing development costs with business objectives.

• Basic SQL proficiency.

• Familiarity with BI dashboards such as Metabase, Looker, Tableau, or similar tools.

• Understanding of CRM systems and ticketing platforms.

• Excellent cross-functional communication and stakeholder management abilities.

• Proficient in English at a B2+ level.

• Nice to have: knowledge of credit products including point-of-sale lending and revolving credit.

• Nice to have: comprehension of the credit lifecycle, including origination, servicing, delinquency, and restructuring.

• Nice to have: experience in a regulated environment.

• Nice to have: familiarity with Jira and Confluence.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• Collaborative and inclusive work environment.