PQRs and Litigation Analyst

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.

Responsibilities

• 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.

Requirements

• 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 e

Benefits

Additional Information

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 every day.

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