Fraud Ops Investigator

About Us

About the Role

Responsibilities

• Handle inbound and outbound WhatsApp-based chats as the primary point of contact for customers with fraud concerns, declined transactions, or case inquiries.
• Review and make real-time decisions on declined transactions, communicating outcomes clearly and empathetically to customers.
• Meet daily SLA and QA targets for chat response times, resolution quality, and case handling accuracy.
• Represent Félix with professionalism and care in every customer interaction.

• Lead in-depth investigations into suspicious transactions and activities, identifying fraud patterns and escalating as needed.
• Document findings clearly and support cross-functional teams with timely, accurate case information.
• Assist with case escalations and ensure swift resolution to minimize financial losses.

• Work closely with risk, compliance, and customer support teams to align on fraud prevention initiatives
• Contribute to refining fraud detection workflows, operational procedures, and response playbooks
• Participate in ad hoc projects such as tool enhancements, fraud prevention campaigns, and process optimizations

Requirements

• Recent graduate from any Business Major
• Fluent English (oral & written)
• Availability for night shifts and weekends may be required based on business needs.
• Willingness to learn and adapt to various schedules
• Comfortable working in a fast-paced, chat-based operational environment with SLA and QA accountability
• Basic knowledge of remittance, fintech, fraud, chargeback or customer support environments
• Experience with G Suite products
• Strong communication skills — you will be writing to real customers, every day
• Detail-oriented and able to make sound judgment calls under time pressure
• Friendly, empathetic, and professional customer-facing demeanor
• These are the applicable requisites, although equivalent competencies in any of the above will also be considered.

What We Offer

• Gross Monthly Salary: $22,150 MXN
• IMSS, Infonavit, year-end bonus (aguinaldo)
• Above-the-Law Benefits: Includes Performance Bonus, Food and Wifi Vouchers (Vales de Despensa y Teletrabajo), full access to Udemy License and 5 extra days of PTO (Paid Time Off).
• Wellness & Medical Program
• Clear and empowering opportunities for professional advancement in a dynamic, entrepreneurial environment.
• A collaborative culture defined by transparency, agility, and customer-centricity.