Customer Operations (Collections Agent)

About Us At Félix , we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before. We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus. Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today. About The Role At Félix, we're revolutionizing remittances and financial services for Latin immigrants in the United States. This is not a typical customer support role — you will be a Specialized Lending Operations Analyst (Credit Ninja) , serving as the critical bridge between our AI-powered platform, our customers' financial well-being, and our product iteration cycle. Based in Mexico, you will leverage a deep understanding of U.S. customer needs and cross-border regulatory dynamics to manage high-value transactions , drive new user conversion , and resolve complex financial and technical issues related to our SNPL (Send Now, Pay Later) product. This role requires a unique combination of analytical rigor, bilingual proficiency (Spanish/English), financial services expertise, and an intense focus on compliance and growth. Responsibilities Loan Origination & Conversion Execute proactive engagement strategies to guide potential users through initial setup and their first successful loan transaction. Evaluate and offer subsequent loans by verifying user history and eligibility criteria. Lending Chat Support (High-Volume) Provide clear, empathetic, and professional support to our U.S.-based Latin immigrant customer base via WhatsApp (Botmaker). Resolve complex inquiries regarding balances, payment dates, payment methods, extensions, and payment promises. Phone Collections & Negotiation Execute outbound collection calls balancing empathy with recovery goals. Manage the full negotiation cycle: from ID verification and regulatory disclosures (Mini-Miranda/NACHA) to securing payment commitments. Apply active listening techniques to understand the user's situation and offer viable payment plans (Statement of Facts & Negotiation). Compliance & Fraud Prevention Ensure precise documentation of every interaction in the CRM. Detect and escalate complex risk cases (fraud patterns, identity theft) to Tier 2/Level 3 teams. Apply fundamental AML (Anti-Money Laundering) and KYC/CDD concepts in daily operations. Product Partner & User Research (Voice of the Customer) Serve as a liaison between the Frontline and the Product/Engineering teams. Proactively share quantitative and qualitative insights on user friction points (e.g., UI/UX issues, payment flow barriers). Actively participate in product testing and new feature rollouts. Operational Excellence Consistently meet or exceed quality metrics: CSAT, FRT, AHT, and Quality Score. Handle multiple concurrent conversations with fluency and accuracy. Maintain 24/7 service continuity in a fast-paced fintech environment. Requirements Minimum 1-2 years of experience in specialized support, operations, or analyst roles within Fintech, Remittance, or Banking sectors. Proven track record of high performance against demanding operational KPIs (FRT, AHT, CSAT) . Familiarity with financial regulations (AML, KYC, Collections). Intermediate/Advanced English (oral and written). Proficiency in ticketing platforms (Zendesk, Intercom, Botmaker) and CRM systems. Genuine empathy to treat users with the care and precision they need when handling their money. Ability to recalibrate quickly in stressful moments or after difficult interactions. Full availability to work rotating shifts (morning/afternoon). Willingness to cover weekends and operational peaks (holidays/high season). Commitment to contributing to 24/7 operational coverage. These are the applicable requisites, although equivalent competencies in any of the above will also be considered. What We Offer $17,500 MXN gross monthly. Performance bonus . Opportunities for development and growth in a dynamic Fintech environment. IMSS, Infonavit, and all benefits of Mexican Law. Medical Service . Access to unlimited Udemy licenses. 100% remote work environment. Equal Opportunity Employer At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination. Want to learn more about our privacy practices? Check out our Privacy Policy .