Description
• **Shape the Future of Financial Compliance at Addi Inc.**
Addi Inc. is at the forefront of revolutionizing financial services in Colombia, building a future where payments, shopping, and banking are seamless, empowering both consumers and merchants. As Colombia's fastest-growing marketplace, we serve over 2 million customers and partner with more than 20,000 merchants, offering innovative banking solutions and commerce services. Our recent approval to operate as a bank and achievement of profitability underscore our robust business model and ambitious growth trajectory. Backed by world-class investors, we are not just expanding; we are transforming Latin America's financial ecosystem. We are a conscious company, driven by a deep understanding of scaling technology, services, and products, and we live by our values every day.
This is your opportunity to join a dynamic and rapidly growing fintech company and play a pivotal role in ensuring our legal and regulatory compliance. As a **PQRs and Litigation Analyst**, you will be instrumental in managing and resolving customer inquiries and legal requests with precision and efficiency. You will be the guardian of our commitment to transparency and customer satisfaction, ensuring that Addi consistently meets and exceeds its legal obligations.
• *Your Mission and Impact:**
Your primary mission will be to ensure the timely and accurate resolution of all customer complaints, legal requests (derechos de petición), and litigation actions (acciones de tutela). You will be the key individual responsible for meeting all legal deadlines without any reliance on external Business Process Outsourcing (BPO) services or the need for deadline extensions. This autonomy and responsibility will free up senior legal team members to focus on more complex, strategic initiatives, fostering their professional growth and contributing to the overall efficiency of the legal department.
• *Key Responsibilities and Daily Operations:**
• **Independent Case Management:** You will independently prepare clear, concise, and legally sound responses to a high volume of *derechos de petición*, PQRs, and *acciones de tutela* on a daily basis. Your meticulous attention to detail will ensure that all responses are accurate, compliant, and submitted within strict legal timelines.
• **Proactive Escalation and Resolution:** You will act as the first line of defense in identifying potential issues within customer inquiries and legal requests. You will promptly escalate any concerns or complex cases to the appropriate internal teams or legal counsel, ensuring swift and effective resolution and minimizing potential risks.
• **Regulatory Engagement:** You will be responsible for providing comprehensive and responsive attention to inquiries from various regulatory bodies on a monthly basis. This involves adhering strictly to established legal protocols and reinforcing Addi's unwavering commitment to regulatory compliance and transparency.
• **Process Improvement Identification:** A critical aspect of your role will be to analyze patterns and trends emerging from *acciones de tutela*, *derechos de petición*, and requests from regulatory bodies. Based on this analysis, you will identify opportunities for improvement within Addi's internal control systems and operational processes, recommending practical and effective solutions to enhance efficiency and mitigate future risks.
• **Cross-Functional Collaboration:** You will establish and maintain effective communication channels with key departments, including Internal Control, Customer Service, Fraud Prevention, and Operations. This collaboration is essential for implementing process improvements derived from PQR trends and patterns, fostering a culture of shared responsibility and continuous improvement.
• **Documentation and Reporting:** You will maintain meticulously organized case files, ensuring all actions, communications, and deadlines are accurately documented. This rigorous approach to documentation is crucial for internal audits, regulatory reviews, and potential legal scrutiny.
• **Legal Research and Support:** You will conduct necessary legal research to support the preparation of responses and provide general legal support to the team as needed, ensuring that all actions are grounded in current legal frameworks.
• **Customer-Centric Approach:** While focusing on legal compliance, you will also embody Addi's commitment to customer satisfaction. Your responses will be crafted to be clear, empathetic, and informative, reflecting our dedication to providing an exceptional customer experience even in challenging situations.
• **Contribution to Operational Excellence:** By ensuring efficient and effective handling of all legal and customer inquiries, you will directly contribute to Addi's operational excellence, allowing the company to scale responsibly and maintain its market leadership.
• **Building a Strong Compliance Framework:** You will be an integral part of building and strengthening Addi's compliance framework, ensuring that we not only meet but exceed industry standards for legal and regulatory adherence in the fast-paced fintech environment.
This role offers a unique opportunity to gain in-depth experience in fintech legal operations, consumer protection law, and regulatory compliance within a high-growth environment. You will be empowered to make a tangible impact, drive meaningful change, and grow your career alongside a talented and passionate team.