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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. Visit our Institutional Page https://www.nu.com/2026-en 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 t