Business Analyst (Credit Products)

Location: Manila, Philippines

Remote work is possible, preferred time zones GMT+5 to GMT+10

Salmon Customer Service builds a universal, scalable service layer across all company products - clear support flows, smart tools, and shared standards that create a seamless customer experience. As our credit stream continues to grow across POS lending and RCL, we are looking for a Business Analyst to provide dedicated analytical support, ensure depth of expertise within each product, and maintain delivery speed as complexity increases.

Key Responsibilities:

• Design and optimize customer service scenarios for credit products: POS lending and Revolving Credit Line (RCL)

• Develop deep expertise in each credit product, work closely with product teams to improve the customer journey

• Analyze operational data across the credit stream to identify opportunities for improving service quality and speed

• Define and prioritize tasks for automation and process improvements in credit customer servicing

• Manage changes end-to-end: document requirements, align with product and engineering teams, accept deliverables

• Handle incidents and escalations related to credit products

• Maintain reporting on the credit stream (operational metrics, SLAs, backlog)

• Coordinate across CS, Credit Product, Risk, Collections, and other departments

Requirements

• 2+ years of experience as a business analyst, service lead, or similar role in fintech, banking, or a digital company

• Experience in describing and optimizing business processes (BPMN, user flows, use cases)

• Ability to work with data: basic SQL, experience with BI dashboards (Metabase, Looker, Tableau, or similar)

• Understanding of CRM systems and ticketing platforms

• Strong cross-functional communication and stakeholder management skills

• English B2+ (English-speaking work environment)

Nice to have

• Experience with credit products (POS lending, revolving credit, consumer finance)

• Understanding of the credit lifecycle: origination, servicing, delinquency, restructuring

• Experience in a regulated environment (banking, microfinance)

• Experience with Jira / Confluence