Business Analyst Junior+ (Fintech)

TL;DR

Business Analyst (Fintech): Launching and optimizing customer support operations for a new credit product in Colombia with an accent on process design, metric tracking, and CRM implementation. Focus on translating business needs into technical specifications, improving agent workflows, and scaling the support ecosystem.

Location: Hybrid; Must be based in or be able to relocate to Colombia

Company

Fintech company launching credit products in new markets.

What you will do

• Launch and scale customer support in Colombia, including CRM setup and agent workflows.
• Define and track key performance metrics (CSAT, AHT, contact rate) and establish SLAs.
• Write and maintain product specifications and requirements for agent tools and interfaces.
• Collaborate with Engineering, Design, and Compliance teams to implement system changes.
• Analyze the impact of product releases and prioritize improvements using data.
• Partner with stakeholders to manage timelines and communicate progress.

Requirements

• 1+ years of experience as a Business Analyst in fintech or banking.
• Proficiency in gathering and documenting business requirements.
• Experience with BPMN, UML, or DFD for process visualization.
• Basic knowledge of SQL, statistics, and A/B testing.
• English: B2 or higher required.

Nice to have

• Spanish language proficiency.

Culture & Benefits

• Relocation support for the employee and their family to Colombia.
• Flexible hybrid work model from the office.
• Healthcare coverage.
• Budget for education (languages, certifications) and wellness (mental health, fitness).
• 20 days of annual leave plus paid sick leave.