About the Role
You will be the operational engine behind Reap's LATAM onboarding experience, reducing friction, shortening timelines, and ensuring every client file is complete before it reaches Compliance for review. You'll conduct checklist-based reviews of client documentation, issue Requests for Information when items are missing or inconsistent, and maintain audit-ready records throughout the onboarding workflow. You'll own end-to-end onboarding operational flows, track case progress, and work closely with Compliance, Growth, Finance Ops and Product to reduce turnaround times. You'll also document and systematise processes into automation-ready SOPs, and partner with Product and Tech teams to progressively move manual work into agentic, AI-assisted workflows. Additionally, you'll prepare and submit Partner Information Forms and coordinate third-party reviews required by card schemes for partner onboarding and certification in Mexico.
Requirements
- Minimum 3 years of experience in business operations, KYC document processing, customer onboarding, or a similar operational role
- Hands-on experience with structured checklists, data collection workflows, or document review processes
- Demonstrable experience building with AI, through automation tools, agentic workflows, prompt-based solutions, or AI-assisted process design
- Background in fintech, financial services, or regulated industries is a plus, but not required
- Strong attention to detail with a process-first mindset
- Comfortable managing case queues, tracking document status, and following escalation protocols
- Proven ability to identify operational bottlenecks and drive measurable improvements in turnaround times
- Able to identify gaps or inconsistencies in documentation without needing risk-based compliance judgements
- Able to think in workflows and translate inputs, outputs, decision points, and exception paths into automated logic
- Comfortable working with Product and Tech teams to scope and test automation tools
- Clear communicator able to draft professional RFIs and coordinate with clients, internal teams, and external partners
- Based in or able to operate fully aligned with Mexico time zone and public holidays
- Willing to work during local public holidays if required
- Fluent in business English and Spanish, spoken and written
- Proficiency in an additional language such as Portuguese is a strong advantage
Responsibilities
- Conduct checklist-based reviews of client onboarding documentation for completeness and consistency
- Issue Requests for Information to clients for missing or inconsistent documentation
- Maintain accurate, audit-ready records of documentation, RFIs, and case status
- Act as the primary point of contact for clients during document collection
- Own and drive end-to-end onboarding operational flows and reduce cycle times
- Track case progress across the pipeline and follow up to avoid delays
- Own onboarding speed KPIs and collaborate with Compliance on turnaround
- Collaborate with Growth, Finance Ops, and Product teams to streamline handoffs
- Document and systematise onboarding processes into automation-ready SOPs
- Identify workflow candidates for agentic automation and work with Product and Tech to implement them
- Drive the transition from manual execution to AI-assisted workflows
- Iterate on process design based on case data, bottlenecks, and feedback
- Prepare and submit Partner Information Forms and supporting documentation for card schemes
- Coordinate third-party reviews required by card schemes and network partners
- Serve as the operational point of contact for card scheme onboarding requirements in Mexico
Benefits
- Generous annual leave plus public holidays
- Health insurance budget
- Flexible remote work options
- Option to work in-person at a prime office location overseeing the Castillo de Chapultepec
- Home office equipment budget
- Corporate Reap Card
- Additional benefits that keep growing over time