Regulatory Solutions Analyst - Ombudsman

About Nubank

Nubank was founded in 2013 to free people from a bureaucratic, slow and inefficient financial system. Since then, through innovative technology and outstanding customer service, the company has been redefining people's relationships with money across Latin America. With operations in Brazil, Mexico, and Colombia, Nubank is today one of the largest digital banking platforms and technology-leading companies in the world.

Today, Nubank is a global company, with offices in São Paulo (Brazil), Mexico City (Mexico), Buenos Aires (Argentina), Bogotá (Colombia), Durham (United States), and Berlin (Germany). It was founded in 2013 in São Paulo, by Colombian David Vélez, and cofounded by Brazilian Cristina Junqueira and American Edward Wible. For more information, visit www.nu.com.mx.

About the role

Comply with the mandatory regulatory reports of the national authorities, as well as respond to the Queries, Claims or Clarifications that Clients present in the UNE and Policy Enforcement that is part of the Nu México Ombudsman Squad.

Likewise, the Analyst will help to verify that national laws, provisions derived from them, standards and best practices related to KYC and AML/FT policies and the data for Client registration are being adequately implemented in the operational routines of RegSol Mx, challenging the status quo through:

• Guarantee the best experience to our fanatics and loved clients being part of the UNE structure of the entity;

• Contributing to answer Queries, Claims or Clarifications that Clients have with the products they contract with Nu in order to include clear, prompt and efficient communication and avoid the escalation of said Queries, Claims or Clarifications to other instances.

• Identifying inconsistent information in the collection of personal data and documentation of Clients to evaluate that the regulatory information and the quality of the data and documents have correct regulatory adherence.

Being diligent, flexible and resilient, according to Nu's principles!

In order to achieve that, our Operational Regulatory Solutions Chapter in Mexico - is responsible for supporting all first line of defense operational routines related to KYC, AML Alerts & Judicial Orders whenever our client is the defendant, as well as own and support the Ombudsman of the entity in Mexico. Along with the controlling aspect, we are in charge of all judicial orders/ enquiries, mainly related to bank secrecy breach and amount's unavailability/ freezing.

Typical responsibilities assigned to you might include:

• Be part of the very dynamic Chapter - Regulatory Solutions, focused on Mexico´s enquiries
• Support in the consolidation of all CONDUSEF regulatory obligations, platforms and reporting requirements.
• Serve as support to attend to and maintain the UNE Reception Facilities efficiently.
• Record the receipt of Queries, Claims or Clarifications presented by Clients.
• Assign a folio number to Customer Queries, Claims or Clarifications.
• Prepare response projects in order to respond to customer requests within the established legal deadlines.
• Support in the communication of the resolution of the Query, Clarification or Claim to the Client.
• Keep a record of all Queries, Claims or Clarifications made in the last 2 years, which serves as a basis for internal consultation.
• Follow up on requests for information and/or documentation sent and received through Slack.
• Support in the preparation and, where appropriate, presentation of a quarterly report to CONDUSEF, as well as the monthly reports.
• Support in keeping UNE information updated on the official Nu website and the CONDUSEF REUNE system.
• Support in keeping the information of the Collection Offices updated on the official Nu website and the CONDUSEF REDECO system.
• Maintain communication and monitor information related to the new contracting of Collection Offices, with the objective of complying with applicable regulatory obligations.
• You will perform controls compliance testing, in accordance with a Nu Risk-Based Approach methodology.
• Support in the establishment and maintenance of small controls and mapping of the operational processes of the Squads that are part of RegSol Mx.
• Document existing routines to identify areas of improvement in the processes of the RegSol Mx Squads.
• Make reports to the Ombudsman Lead, the results found in the tests you perform.
• Support the review of regulatory compliance of RegSol Mx's operational procedures and routines.
• Follow up on requests for information and/or documentation sent and received through Slack.
• The rest necessary to comply with the functions of the UNE/PForce Squad.

Qualifications:

You will be succeed if…

You are detail-oriented, diligent, organized and enjoy operational activities. 

You are a proactive, autonomous person and have an interest in creating processes and improving them, but at the same time, understand that there are bureaucracies in the regulatory activities that need to be followed. 

You can communicate clearly, succinctly and effectively. 

You feel good to be constantly challenged to learn and do more. 

You are excellent with oral and written communication in Spanish and/or English. 

You believe in a more just and ethical society and Nubank's values ​​and culture.

You understand that we can contribute within Nubank to the construction of this society, guaranteeing the application of all the rules and regulatory aspects inherent to the Client's Registration.

It will be a differential if you..

Have previous experience in attention to clients.

Have proven experience handling customer complaints.

Have Banking & SOFIPO regulation knowledge.

Can easily turn numbers into complex strategies and effective actions.

Benefits

• Health and life insurance 
• Food card
• 17 days of paid vacation with 25% vacation bonus
• Holiday Bonus ("Aguinaldo") of 30 days of pay per year
• NuCare - Our mental health and wellness assistance program
• NuLanguage - Our language learning program
• Extended maternity and paternity leaves 
• Equity at Nubank

*Interviewing and onboarding are currently done virtually due to COVID-19. Everyone new to the team and our current staff will remain working from home until it is safe to return to our offices. When it’s time, we will require a fixed cadence of visiting the office in which employees go to their Business Unit's (BU) base location. Employees will have an employment contract based on the cities that Nu’s offices are located, considering their country of hire. More details can be shared during your hiring process.