About the role
We are looking for a Verification & Customer Support Lead to build, manage, and take full ownership of both our verification (KYC & affordability) and customer support functions. This is a strategic operational role combining risk control, fraud prevention, and customer experience. You will design and scale manual and semi-automated verification processes tailored to the Colombian market, while ensuring high-quality, compliant customer support across the full user lifecycle.
Key Responsibilities
1. Verification & Affordability
Own end-to-end verification processes (KYC, identity validation, and fraud controls).
Define rules for income validation and financial risk flags adapted to both formal employees and self-employed profiles (Independientes), utilizing alternative data and PILA history.
Standardize underwriting decisions across the operations team to maintain optimal turnaround time (TAT).
2. Risk & Fraud Management
Identify local fraud patterns (specifically suplantación de identidad / identity theft and altered documentation) and implement advanced mitigation strategies.
Utilize local data sources, credit bureaus (Datacrédito, TransUnion), and identity verification tools connected to Registraduría (ANI).
Implement and optimize fraud prevention technologies, including facial biometrics, liveness checks, and device fingerprinting.
3. Customer Support & Escalation Management
Build and manage the customer support team (handling calls, WhatsApp Business, chats, and emails).
Develop localized scripts, FAQs, and communication guidelines tailored to Colombian customer behavior.
Oversee the resolution of complex customer cases, official claims (Derechos de Petición), and regulatory escalations.
4. Process Design & Automation
Define the roadmap for manual vs. automated verification processes.
Collaborate with Product and Tech teams to implement automated validation tools (OCR for ID cards, open banking, and data aggregators).
Optimize onboarding conversion rates while maintaining tight risk quality controls.
5. KPI & Performance Management
Track verification metrics: Approval Rate, Turnaround Time (TAT), Verification Error Rate, and First-Month Fraud Rate.
Track customer support KPIs: CSAT, FCR (First Contact Resolution), SLA compliance, and resolution time.
6. Compliance & Regulatory Affairs
Ensure strict compliance with Ley Habeas Data (data privacy), consumer protection regulations, and SIC (Superintendencia de Industria y Comercio) guidelines.
Maintain fair, empathetic, and responsible lending and support practices across all touchpoints.
Requirements
Experience
3–5+ years of leadership experience in verification, underwriting, risk operations, or customer support within Fintech, Digital Lending, or Retail Banking in Colombia.
Proven experience in credit risk mitigation, fraud analysis, and identity verification tools specific to the Colombian market.
Experience managing and scaling operational teams (verification agents and/or support representatives).
Hands-on experience with ticketing tools (Zendesk, Freshdesk), CRMs, and WhatsApp Business API integrations.
Skills & Knowledge
Deep understanding of Colombian credit culture, banking habits, and the informal economy.
Familiarity with local identity validation methods, including electronic citizenship card validation (cédula digital).
Expertise in handling regulatory consumer requests (Derechos de Petición).
Strong analytical, decision-making, and leadership skills.
Languages
Professional proficiency in English (for management reporting and stakeholder alignment) and Native Spanish.
Nice to have
Experience launching new financial products or working in an early-stage startup environment.
Knowledge of SQL or data visualization tools (Looker, Tableau) for dashboard creation.
