Legal Counsel (Complaints)

About Revolut

People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, we've helped 40+ million customers get more from their money. And we're not done yet.

As we continue our lightning-fast growth,‌ two things are essential to continuing our success: our people and our culture. We've been officially certified as a Great Place to Work™ in recognition of our outstanding employee experience! So far, we have 10,000+ people working around the world, from our great offices or remotely, on our mission. And we're looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

The Legal team sits at the heart of Revolut and it's a very important part of the business. This lovely bunch supports all other Revolut teams, helping us achieve our goals every day 🚀

They're special, they're determined, and they work in a lot of different areas (which isn't that common for an in-house role, we know, but they're just that good). You'll be supporting the Legal department on a lot of different topics.

We’re looking for a Complaints Legal Counsel to handle communication with Condusef, reporting, registrations, and customer incoming complaints for external dispute resolution platforms.

If you have the legal experience and ability to effectively analyse legal case outcomes to identify Revolut’s weak points, we're looking for you.

What you’ll be doing

• Managing the relationship between Revolut and Condusef
• Reviewing and filing mandatory complaints reports
• Running internal fact-finding investigations
• Handling external dispute resolution complaints under local law and regulations
• Representing Revolut before external dispute resolution forums
• Providing day-to-day legal advice as a business partner to key stakeholders
• Working on early-stage or less complex litigation, such as pre-action letters, responses to claims, and case reviews
• Assisting the Disputes Legal team and legal counsels working at Revolut EEA branches with ad hoc work and advice
• Identifying, analyzing, and resolving issues, and helping to implement company-wide improvements
• Analyzing case outcomes to identify Revolut’s weak points to remediate them
• Developing and optimizing internal procedures
• Contributing to the culture where the fair treatment of customers is a priority
• Seeking to go above and beyond the role by taking real ownership of problems, policies, or procedures from end to end
• Cooperating closely with other departments during case investigations

What you'll need

• A bachelor’s degree in law or equivalent in Mexico
• Legal experience as a private practice lawyer dealing with financial services and/or equal in-house experience
• Experience in Condusef systems, registries, and reporting
• Experience in handling customer complaints before Condusef
• Flawless English and Spanish with exceptional communication and writing skills
• An analytical mindset to investigate and get to the root of a problem
• A resourceful mindset to know where and how to obtain relevant information
• Strategic thinking skills to best utilise means of redress (i.e. refunds including negotiations)
• Excellent problem-solving skills and the ability to use analysis and resources to efficiently resolve a complex case
• Great attention to detail and project management skills
• The ability to excel both independently and in a team environment
• Demonstrable ability to work in fast-paced environments and make sound judgements under tight deadlines

Nice to have

• Experience in all stages of litigation, alternative dispute resolution, and regulatory matters and issues

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

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