Job Description

About Us

Nu is one of the largest digital financial platforms in the world, with more than 127 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America and this is still just the beginning of the purple future we're building.

Listed on the New York Stock Exchange (NYSE: NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human.

Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company's Most Innovative Companies, and Forbes World's Best Bank. Visit our institutional page https://international.nubank.com.br/careers/

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.

Explore how we build technology at Nubank

🔗 building.nubank.com.br ↗

🎥 youtube.com/@building.nubank ↗

🎧 Listen to our stories on Spotify ↗