About the job
Join our dynamic Customer Care team at platacard as a Junior Business Analyst focused on Debit Products. This pivotal role is instrumental in enhancing our customers' financial experiences, ensuring seamless access and support for their daily transactions, from purchases to ATM withdrawals. When customers face issues such as declined transactions or lost cards, they rely on our dedicated team for timely and empathetic resolution. Your contributions will directly influence customer satisfaction and trust in our services.
As a Junior Business Analyst, you will play a key role in managing support for individual customers utilizing our debit products.
Your key responsibilities will include:
- Taking ownership of the debit products stream within the next year
- Defining and tracking critical performance metrics (e.g., resolution time, customer satisfaction) and setting SLAs
- Driving continuous improvement by identifying customer pain points and enhancing support processes
Challenges you will tackle include:
- Managing customer care for debit products, understanding customer struggles, and enhancing their experience
- Collaborating with design and engineering teams to refine agent tools and customer interfaces
- Partnering with product and operations teams to keep agent processes updated
- Contributing to the development of the debit product metrics tree, and improving support metrics
- Identifying process inefficiencies and implementing improvements
- Collaborating with product analysts to assess the impact of releases and campaigns
- Ensuring transparency through documentation and metrics
