[Hiring] Customer Operations (Phone Collections Agent) @Felix Technologies, Inc.

Role Description

At Félix, we're revolutionizing remittances and financial services for Latin immigrants in the United States. Our SNPL (Send Now, Pay Later) product is growing fast, and as we expand the loan book and underwrite into new segments, our collections operation is the lever that keeps unit economics healthy.

This is not a typical call-center role. As a Customer Operations (Phone Collections Agent), you will be the human side of our recovery process — managing outbound contact across phone, SMS, and email to help customers stay on track with their loan commitments. Based in Mexico, you'll work directly with U.S.-based Latin immigrant borrowers, balancing empathy with recovery goals and using Félix's data tools to prioritize the right account at the right moment.

This role launches ahead of our auto-dialer rollout (Aug 2026) and AI-agent rollout (Sep 2026). You'll help define the manual playbooks, scripts, and SLAs that the dialer-era team will inherit — your fingerprints will be on how Félix collects for years to come.

Responsibilities

• Outbound Collections — Phone (Primary Channel)
  • Execute outbound collection calls on delinquent accounts.
  • Manage the full negotiation cycle: ID verification, regulatory disclosures (Mini-Miranda / FDCPA / NACHA), Statement of Facts, and securing Promises to Pay.
  • Apply active listening to understand each customer's situation; offer viable payment plans, extensions, and partial-payment arrangements.
  • Document every interaction with users accordingly and follow operational guidelines.
• SMS & Email Follow-Up
  • Send compliant, templated SMS and emails reminders (post-call confirmations, missed-promise nudges, due-date reminders).
  • Respond to inbound SMS replies and email inquiries from accounts in collections.
• Inbound Collections Activities (Mixed Coverage)
  • Take inbound calls and messages from customers responding to outbound contact.
  • Resolve questions about balances, payment dates, payment methods, extensions, and promise status.
• Compliance & Fraud Prevention
  • Operate strictly within applicable U.S. consumer collections regulations (FDCPA, TCPA for outbound contact and SMS, NACHA for ACH-related conversations).
  • Recognize and escalate fraud patterns, identity-theft signals, and disputed accounts.
  • Apply AML / KYC fundamentals in daily operations.
• Operational Excellence
  • Consistently hit or exceed key collections KPIs: Right Party Contact rate (RPC), Promise Success Rate (% of promises kept), Collections Efficiency by bucket.
  • Handle multiple concurrent conversations across phone, SMS, and email.
  • Contribute to 24/7 service continuity in a fast-paced fintech environment.

Qualifications

• Minimum 1–2 years of experience in collections, debt recovery, customer operations, or analyst roles within Fintech, Banking, BPO, or Remittance.
• Proven track record against demanding collections KPIs (RPC, Promise Success, AHT, Quality Score).
• Familiarity with U.S. consumer collections regulations (FDCPA, TCPA) — or strong aptitude and willingness to learn fast.
• Intermediate/Advanced English (oral and written).
• Comfortable on the phone for the majority of your shift — this is not a chat-first role.
• Hands-on with CRM and ticketing tools.
• Comfortable using data dashboards to prioritize accounts.
• Genuine empathy — these conversations involve real financial stress; you treat each user with the care and precision they deserve.
• Ability to recalibrate quickly between difficult interactions; resilience is a core competency for this role.
• Full availability for rotating shifts (morning/afternoon), weekends, and operational peaks (holidays / high season).

Requirements

• These are the applicable requisites, although equivalent competencies in any of the above will also be considered.

Benefits

• $18,500 MXN gross monthly.
• Performance bonus tied to collections KPIs (RPC, Promise Success, $ recovered).
• 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.