Customer Operations (Phone Collections Agent)

At Félix, we're revolutionizing remittances and financial services for Latin immigrants in the U.S. We're seeking a Customer Operations (Phone Collections Agent) to join our team in Mexico. As a key player in our collections operation, you'll be responsible for managing outbound contact across phone, SMS, and email to help customers stay on track with their loan commitments. 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.

Requirements

• 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)

Benefits

• Performance bonus tied to collections KPIs (RPC, Promise Success, $ recovered)
• IMSS, Infonavit, and all benefits of Mexican Law
• Medical Service
• Access to unlimited Udemy licenses
• 100% remote work environment