Compliance Operations Support Agent (Copy)

About Us

About The Role

Responsibilities

• Compliance: Ensure accurate documentation of every interaction and escalate complex issues to other departments (Risk, Governance, Risk and Compliance).
• KYC & Onboarding Verification: Execute rigorous identity verification processes for new and existing users. Review documentation for authenticity, resolve identity mismatches, and manage the "Know Your Customer" (KYC) funnel to ensure only legitimate users are onboarded while minimizing friction for good customers.
• Transaction Monitoring & Sanctions Screening: Real-time monitoring of cross-border remittance transactions to detect suspicious patterns and manage alerts related to OFAC sanctions, PEP (Politically Exposed Persons) lists, and internal watchlists.
• Enhanced Due Diligence (EDD): Conduct deep-dive investigations on high-risk customers or high-value transactions. Request and analyze "Source of Funds" (SOF) documentation and assess the business purpose of complex transactions to mitigate financial risk.
• Strategic Problem Solver & Solution Design: Employ advanced analytical and problem-solving skills to address complex, unscripted customer situations that fall outside standard procedures. Develop and recommend viable, data-backed solutions for operational or product gaps identified through customer interaction to management and relevant departments.
• Product Partner & User Research: Serve as a liaison with the Product and Engineering teams when they conduct user research, sharing quantitative and qualitative insights on friction points, and actively participate in product testing to ensure a seamless and compliant user experience.
• Communication: Provide exceptionally clear, empathetic, and professional support to our U.S. Latin immigrant customer base via chat, skillfully navigating culturally sensitive financial questions in both Spanish and English as needed.
• Operational Resilience and Continuity: Maintain service continuity in a fast-paced fintech environment. Possess the scheduling flexibility and results-oriented mindset to consistently meet demanding quality metrics (QA) and speed targets (FTR, AHT) during operational peaks and high-traffic weekends.

Requirements

• Experience: Minimum 1 - 2 years of experience as an analyst in Compliance, Fraud Prevention, Risk Management, or AML Operations, preferably within the Fintech, Remittance, or Banking sectors.
• Regulatory Knowledge: Strong understanding of regulation. Familiarity with the lifecycle of a remittance and the associated risks.
• Analytical Rigor: Proven ability to analyze complex data sets to identify trends in fraudulent behavior.
• Tech Savvy: Familiarity with identity verification vendors (e.g., Persona, Sardine) and transaction monitoring tools. Proficiency in G Suite (Excel/Sheets) is a must.
• Availability: Total availability to work rotating shifts (morning/afternoon) and weekends.
• KPIs: Proven multitasking capability to handle a high volume of concurrent interactions and meet goals.
• Languages: Intermediate/advanced level of English (oral and written), as internal communication is key.

What We Offer

• $25,000 MXN gross monthly + Performance Bonuses (We reward excellence!).
• Full Mexican Law benefits (IMSS, Infonavit).
• Medical Service via Sofia Salud (Note: This is a digital medical service for primary care, not a Major Medical Expenses
• Unlimited access to Udemy licenses.
• Opportunity to develop within a hyper-growth Fintech dedicated to the financial empowerment of the Latino community.

Equal Opportunity Employer