Business Analyst Middle Customer Care for Antifraud

Antifraud is where customers are most likely to feel stressed: suspicious transactions, a stolen card or identity, account blocks, and additional verification. In those moments, customers judge us less by features and more by how fast, clear, and human our response is.

Today we have strong teams (Support, Antifraud and Operational), but we don't have a single owner for the end-to-end antifraud customer experience. The customer journey crosses multiple teams and tools, which makes it easy for ownership, communication standards, and measurable quality to get fragmented.

This role exists to:

• turn antifraud CX into a single "product" (journeys, rules, handoffs, tooling),
• make the experience measurable (metrics, SLAs, communication quality),
• systematically improve the process as new products and new fraud scenarios emerge.

Challenges that await you:

0–3 months: understand and put the foundations in place

• Map the current antifraud customer journey: scenarios, touchpoints, statuses, handoffs between teams, and tooling.
• Establish a baseline for metrics and quality: what we measure today, where the blind spots are, current SLAs, and where the biggest leaks and repeat contacts happen.
• Run discovery (stakeholder interviews + case reviews) and identify the key pains/risks across customer experience, operations, and compliance.
• Build and align a prioritized improvement backlog (process + product/tooling) with clear success criteria.

3–6 months: deliver improvements and show measurable impact

• Lead the first initiatives end-to-end.
• Improve communication standards and the customer journey for 1–2 high-impact scenarios (e.g., disputed transactions / stolen card / additional identity verification).
• Set up a sustainable operating cadence: metric monitoring, case/incident reviews, backlog refresh, and recurring alignment rituals with stakeholders.
• Deliver early measurable wins: faster resolution, fewer repeat contacts/escalations, clearer communication, and less manual work.

What makes you a great fit:

• 2+ years of experience as a Business Analyst / Product manager / Product owner in fintech, banking or consumer digital products
• Nice to have a background in Customer Care / Contact Center / Customer Service or background in developing other products for internal customers (Telesales, Collection, Delivery, etc.)
• Real experience with backlog management and prioritization across multiple teams and stakeholders
• Hands-on UI experience: created new multi-screen user flows, not just made visual tweaks
• Ability to write clear and structured product requirements independently; technically fluent and comfortable collaborating with engineers
• Data-driven mindset: works directly with data, defines the right tasks for analysts, and can spot dashboard errors
• Experience in project management across multiple teams; delivers on time and tracks progress effectively
• Strong stakeholder management and expectation-setting skills
• A proactive, ownership-driven mindse
• B1 or higher English level for effective communication with an international team

Our ways of working:

• Innovative Spirit: A commitment to creativity and groundbreaking solutions
• Honest Feedback: valuing open, transparent communication
• Supportive Team: a strong, collaborative community
• Celebrating Achievements: recognizing our wins together
• High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

Our benefits:

• Relocation support to Mexico — with assistance for the employee and their family 
• Flexible work from one of our offices or remote
• Healthcare Coverage
• Education Budget: Language lessons, professional training and certifications
• Wellness Budget: Mental health and fitness activity reimbursements
• Vacation policy: 20 days of annual leave and paid sick leave