Customer Operations (Collections Agent)

About Us

About The Role

Responsibilities

• 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.

• 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.

• 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).

• 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.

• 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.

• 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