Regulatory Solutions Analyst- Special Cases

About Nubank

Nu was born in 2013 with the mission to fight complexity to empower people in their daily lives by reinventing financial services. We are one of the world’s largest digital banking platforms, serving millions of customers across Brazil, Mexico, and Colombia. For more information, visit our institutional page.

About the team

As a Special Cases Analyst, you will play a key role in the continuous improvement of our internal flows and processes related to financial customer service. You will be focused on analytical and strategic tasks to identify inefficiencies, mitigate risks, and ensure that our operations not only comply with Colombian regulations, but also optimise the customer experience and prevent potential issues with regulators.

As Regulatory Solutions Analyst- Special Cases you are expected to:

• Analysis and Optimization of flows and processes
• Design and analyse existing flows and procedures in the Financial Consumer Service System (SAC) to identify opportunities for improvement and operational efficiency.
• Propose and implement solutions that optimise response times and quality in the management of requests, complaints and claims (PQRS), seeking to reduce errors and increase customer satisfaction.
• Generate and maintain a record of the reasons for PQRS and general queries, which will serve as input for the generation of necessary, timely and continuous improvement actions.

We're looking for a Regulatory Solutions Analyst - Special Cases who has:

• Bachelor's degree in Law, Business Administration, or related fields.
• Minimum 1-2 years of experience in process analysis, PQRS management, or regulatory compliance in the financial sector, preferable in Colombia.
• Intermediate English level
• Experience in identifying and optimising operational flows and business processes.
• Knowledge of financial consumer protection regulations in Colombia (Law 1328 of 2009, Basic Legal Circular of the SFC).
• Ability to work with large volumes of data and transform them into strategic information for decision-making.
• Ability to collaborate effectively with different functional teams (Operations, Legal, Compliance, Product).
• Mindset focused on continuous improvement, proactivity, and attention to detail.
• Excellent written and verbal communication skills for presenting reports and findings.

The position is based in Bogotá, Colombia.

Core Benefits:

• Equity at Nubank
• Health insurance
• Vacations of 15 workdays
• Nu Language - Language learning program
• Parental leaves

Diversity and Inclusion at Nu

We want to build products and experiences for everyone who wants to take back control over their finances, that’s why we build strong and diverse teams that rise up to the challenge. We are a team of the most creative people in technology, and we hire under equal opportunity, irrespective of gender, ethnicity, religion, sexual orientation or background. We are proud to say that 30% of our team recognize themselves as part of the LGBTQ+ community, and 40% of our team identify as women, in all positions and seniority levels. We are a very process-light organization that values human interactions, and that is a very important part of our culture. At nu, everyone has the opportunity to speak up and participate, grow and share ideas.

Nubank continues to hire for all open roles, all interviewing and onboarding is done virtually. Everyone new to the team and our current staff will be working from home for 7-8 weeks and 1 at the office (Bogotá).