PQRs and Litigation Analyst

ABOUT ADDI

We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly, grow together and where we create abundance and generate pride in them. Today, we serve over 2 million customers and partner with more than 20,000 merchants, making Addi Colombia’s fastest-growing marketplace.

We provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing) using state-of-the-art technology, bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably.

Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia.

But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values https://co.addi.com/trabaja-con-nosotros#:~:text=%E2%80%A2%20We%20are%20owners,dentro%20del%20equipo. every day.

ABOUT THE ROLE

This is where you come in. Below, you’ll find what this role is all about—the impact you’ll drive, the challenges you’ll tackle, and what it takes to thrive at Addi. If you’re ready to be part of something big, keep reading.

WHAT’S THE MISSION YOU’LL DRIVE

Ensure timely and accurate responses to derechos de petición, PQRs, and acciones de tutela to meet legal deadlines without extensions or reliance on BPO services. Identify trends to recommend improvements in internal processes. Act as a key liaison between the legal team and other departments to drive compliance and operational efficiency.

WHAT YOU WILL DO

• Independently prepare clear and substantive responses derechos de petición or tutelas daily, ensuring timely responses. Escalate concerns to the appropriate team to drive case resolution.

• Provide comprehensive and responsive attention to inquiries from regulatory bodies per month, adhering to legal protocols and reinforcing Addi's commitment to compliance.

• As a result, the team does not request deadline extensions, no BPO services are required, and team members are enabled to focus on complex tasks that align with their professional growth, contributing to overall operational efficiency.

• Determine and recommend improvements to Addi’s internal control system and processes based on observed patterns in acciones de tutela, derechos de petición, and regulatory body requests to enhance operational practices.

• Establish and maintain effective communication channels with teams like internal control, customer service, and fraud prevention to implement improvements based on PQR trends and patterns, fostering collaboration and alignment.

WHAT WE’RE LOOKING FOR

• Legal Expertise and knowledge of Consumer and Data Protection Laws and bureau reporting

  • Lawyer with at least 1 year of experience responding to PQRs and/or providing support to Addi’s clients, preferably in writing.

  • Experience with consumer and habeas data law as well as with bureau reporting is desirable, though not mandatory.

  • Ideally, possesses a strong, practical understanding of Colombian consumer protection laws, SFC regulations governing PQRS, data privacy (Habeas Data), and relevant aspects of civil/commercial procedure related to consumer disputes.

• Outstanding Meticulous Organization & Attention to Detail skills

  • Demonstrates exceptional thoroughness in managing case files, tracking deadlines, documenting actions, and ensuring accuracy in all communications and reporting.

  • Maintains organized case records, adheres strictly to response timelines mandated by law, ensures precise regulatory reporting, and manages documentation for potential legal scrutiny.

  • Is capable of preparing clear, accurate, and substantive responses to complex legal issues.

• Solid Analytical Rigor & Problem Solving capabilities

  • Methodically analyzes case data, identifies trends, pinpoints root causes of issues, and develops practical, effective solutions.

  • Highly proactive in identifying trends, escalating concerns, and implementing solutions without requiring constant oversight.

  • Strong understanding of the importance of customer service, ensuring that responses and actions prioritize customer satisfaction and compliance.

• Clear Communication & Stakeholder Management

  • Exceptional written and verbal communication skills, including the ability to translate complex legal and technical concepts into clear, actionable steps and engage with diverse stakeholders at all levels.

  • Demonstrated ability to work effectively in a team environment while maintaining a high degree of independence and the ability to recalibrate priorities as necessary.

  • Effectively collaborates and influences across departments, explains risks and procedures internally, coordinates actions between Legal, CX, Collections, and other teams, and manages relationships with external counsel if necessary.

• English Proficiency

  • Conversational English at a B1 level is desirable, enabling effective communication with external advisors and stakeholders as needed.

WHY JOIN US?

• Work on a problem that truly matters – We are redefining how people shop, pay, and bank in Colombia, breaking down financial barriers and empowering millions. Your work will directly impact customers' lives by creating more accessible, seamless, and fair financial services.

• Be part of something big from the ground up – This is your chance to help shape a company, influencing everything from our technology and strategy to our culture and values. You won’t just be an employee—you’ll be an owner

• Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage. If you’re looking for a high-impact role in a company that’s scaling fast, this is it.

• Join a world-class team – Work alongside top-tier talent from around the world, in an environment where excellence, ownership, and collaboration are at the core of everything we do. We care deeply about what we build and how we build it—and we want you to be a part of it.

• Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll receive a generous salary, equity in the company, and benefits that go beyond the basics to support your growth.

HOW THE HIRING PROCESS LOOKS LIKE

We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit. Here’s what our process looks like:

• Step 1: People Interview (30 min) A conversation with a recruiter to get to know you, your experience, and what you're looking for. We’ll also share more about Addi, our culture, and the role.

• Step 2: Initial Interview (45-60 min) A more in-depth conversation with the hiring manager, where we explore your skills, experience, legal background and technical proficiency. We want to understand how you think and work.

• Step 3: Case Study (3 days) You may receive a real-world challenge or case study to complete. This is a chance to showcase your expertise and how you approach key problems relevant to the role.

• Step 4: Co-Founder Interview If there’s a strong match, you’ll have a final conversation with our Founder to align on expectations, cultural fit and ensure mutual excitement. From there, we’ll move quickly to an offer and discuss next steps.

We value efficiency and respect for your time, so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you, just as much as it is for us. Regardless of the outcome, we are committed to always providing feedback, ensuring that you walk away with valuable insights from your experience with us.