As a Business Analyst, you will be responsible for overseeing the entire lifecycle of cases, ensuring compliance with service level agreements (SLAs) and driving continuous improvement within our Service Delivery department. This role is integral to real-time business performance management as well as compliance with established regulatory requirements, as you’ll partner with cross-functional teams to monitor, track, and resolve customer cases. You will provide insights from data analysis, develop actionable recommendations, and collaborate closely with key partners such as Vendor Management, Quality Assurance, Training, Process, and Planning teams.What You’ll Do:Operational & Case Management:Oversee the end-to-end lifecycle of customer cases, ensuring resolution efficiency, accuracy, and quality.Monitor case queues, track aged cases, and ensure SLA compliance through proactive interventions.Collaborate with Workforce Management (WFM) and vendor teams to assign and track cases effectively.Perform root cause analysis (RCA) on escalations and drive corrective action.Data Analysis & Business Insights:Compile weekly executive summary and key performance indicator reportsUtilize quantitative and qualitative data to identify trends, performance gaps, and areas for improvement.Create dashboards and custom reports to track KPIs related to customer operations, fraud, and business performance.Provide executive-level summaries on key performance metrics, operational trends, and process enhancements.Distill insights from case audits and trend analysis to recommend operational changes.Process Improvement & Compliance:Partner with key stakeholders to implement process enhancements aimed at improving customer and business outcomes.Support and/or create documentation of policies, workflows, and training materials to improve operational efficiency.Ensure compliance with regulatory requirements by identifying gaps and collaborating with risk and compliance teams.Lead initiatives to improve case handling, reduce resolution time, and enhance agent effectiveness.Support the development, documentation, and implementation of new policies and procedures.Minimum Qualifications:Bachelor’s degree in Business, Finance, Operations, or a related field, or 4+ years of relevant experience in customer operations, business analysis, or compliance.Strong data analysis skills with experience using Excel, SQL, or BI tools (e.g., Tableau, Power BI, Sigma).Experience working in customer service, fraud operations, or financial operations within a high-growth or fintech environment.Experience defining requirements and using data and metrics to draw business insights.Proficiency in CRM systems, case management tools, and reporting software.Ability to work effectively in fast-paced and evolving environmentAbility to synthesize large datasets and extract meaningful insights.Preferred Qualifications:Experience in the fintech, technology, or energy industry.Knowledge of regulatory compliance in customer operations (e.g., consumer protection laws, fraud prevention).Prior experience in process automation and operational strategy.Pay Grade - EEquity Grade - 2Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)CAN base pay range per year: $63,000  -  $83,000    #LI-Remote