About Nu
Nu is the leading digital bank in Latin America, serving 135 million customers across Brazil, Mexico, and Colombia. The company has been leading an industry transformation by leveraging data and proprietary technology to develop innovative products and services.
Guided by its mission to fight complexity and empower people, Nu caters to customers’ complete financial journey, promoting financial access and advancement with responsible lending and transparency. The company is powered by an efficient and scalable business model that combines low cost to serve with growing returns.
Nu’s impact has been recognized in multiple awards, including Time 100 Most Influential Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Banks.
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About the Role
As part of Nu Mexico's OpsDefense Chapter, you'll be the voice that customers hear when something goes wrong — and the person who makes it right. In this role, you'll own the operational and regulatory routines of Nu's Unidad Especializada de Atención a Usuarios (UNE), ensuring that every query, claim, or clarification is handled with precision, speed, and care.
You'll work directly with CONDUSEF's regulatory frameworks — managing disputes through SINE and SIGE, preparing mandatory reports for CNBV and CONDUSEF, and keeping Nu's systems like REUNE and REDECO current. Your work ensures Nu stays fully compliant while protecting the experience of millions of customers.
Beyond the day-to-day, you'll also contribute to controls testing, process mapping, and continuous improvement across the OpsDefense squad. This is a role for someone who thrives on regulatory complexity, takes ownership of outcomes, and believes that getting compliance right is one of the most meaningful ways to serve customers.
You'll be responsible for
Receive, register, and assign folios to customer Queries, Claims, and Clarifications submitted through the UNE — ensuring every case is accurately tracked from intake through to resolution within legal deadlines.
Prepare well-documented response projects for customer requests, communicating resolutions clearly and promptly to avoid escalation to other regulatory instances.
Manage and respond to customer disputes reported through Condusef's SINE and SIGE platforms, ensuring timely, compliant, and thorough handling of every case.
Consolidate and submit mandatory regulatory reports — including quarterly and monthly CONDUSEF reports and the R27 for CNBV — maintaining accuracy and on-time delivery.
Keep UNE information current on Nu's official website and the CONDUSEF REUNE and REDECO systems, and monitor Collection Office contracting to ensure compliance with applicable obligations.
Execute controls compliance testing using Nu's Risk-Based Approach methodology, and report findings to the Ombudsman Lead with clear documentation and actionable insights.
Map and maintain operational process controls for OpsDefense Mx squads — identifying gaps, proposing improvements, and contributing to the overall resilience of the first line of defense.
Partner with KYC, AML Ops, FinSec Ops, and Legal teams to ensure coordinated and well-documented responses across regulatory obligations.
We are looking for a person who has
Required
Experience in regulatory compliance, customer dispute resolution, or ombudsman/UNE operations within a financial institution in Mexico.
Solid understanding of CONDUSEF regulatory obligations — including the UNE framework, SINE/SIGE platforms, REUNE, REDECO, and mandatory reporting requirements.
Demonstrated ability to manage concurrent regulatory deadlines with precision, ensuring cases and reports are delivered on time and in full.
Clear and effective written and verbal communication in Spanish and/or English — including regulatory correspondence with customers and authorities.
Strong attention to detail when reviewing customer documentation, personal data, and regulatory submissions for accuracy and compliance.
Autonomous, structured work style with the ability to operate independently in a regulated environment while escalating appropriately.
Nice to have
Experience preparing the R27 report for CNBV or quarterly/monthly regulatory reports for CONDUSEF.
Knowledge of Banking & SOFIPO regulations applicable to Mexican financial institutions.
Proficiency in Excel, Google Sheets, Looker, or SQL for operational tracking and regulatory data analysis.
Background in customer-facing roles involving complaint handling or dispute resolution.
Location for this opportunity
Mexico City, Mexico. 100% On-Site · 5 days/week
Our Benefits
Chance of earning equity at Nu
Extended maternity and paternity leaves
Health and life insurance
Dental and Vision Insurance
NuCare - Our mental health and wellness assistance program
Nucleo - Our learning platform of courses
NuLanguage - Our language learning program
Holiday Bonus ("Aguinaldo") of 30 days of pay per year
17 days of paid vacation with 25% vacation bonus
Gym partnership
Food card
Work-from-home Allowance
Parental Consultancy
Relocation Assistance Package, if applicable
Work Model for this Role
This role is based full-time at one of our offices in Mexico City as a regulatory requirement.
If you're looking for a place to grow your career in a high-performance, mission-driven environment - surrounded by exceptional people and close to the decisions that shape the future of finance in Latin America - this is where that happens.
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Our recruitment process may involve the use of artificial intelligence–enabled tools, such as automated interview transcription and analysis, to support the evaluation process. Artificial intelligence is not used to make final hiring decisions; all decisions are made by human reviewers.