We are looking for a Business Analyst to join the Antifraud area within Customer Care.
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. We already have strong Support, Antifraud, and Operational teams, but no single owner of the end-to-end antifraud customer experience — the journey crosses multiple teams and tools, which makes it easy for ownership, communication standards, and measurable quality to get fragmented.
In this role, you will turn antifraud CX into a single product: journeys, rules, handoffs, and tooling. You will make the experience measurable through metrics, SLAs, and communication quality, and 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
Establishing 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
Running discovery through stakeholder interviews and case reviews, and identifying the key pains and risks across customer experience, operations, and compliance
Building and aligning a prioritized improvement backlog across process and product/tooling, with clear success criteria
3–6 months: deliver improvements and show measurable impact
Leading the first initiatives end to end
Improving communication standards and the customer journey for one or two high-impact scenarios (e.g. disputed transactions, a stolen card, or additional identity verification)
Setting up a sustainable operating cadence: metric monitoring, case and incident reviews, backlog refresh, and recurring alignment rituals with stakeholders
Delivering early measurable wins: faster resolution, fewer repeat contacts and escalations, clearer communicat

📌 Business Analyst Middle (México)
🏢 Plata Card
📍 México