Customer Operations – Collections Agent (Bilingual)

About the role

Félix is looking for a bilingual Customer Operations professional to act as a Collections Agent for its AI‑driven remittance platform. Based in Mexico, you will bridge the gap between our WhatsApp chatbot, U.S. Latin immigrant customers, and the company’s lending products, ensuring smooth, compliant transactions.

Key responsibilities

• Guide potential users through onboarding and their first successful loan transaction.
• Evaluate user history and eligibility to originate and convert loans.
• Provide high‑volume, empathetic chat support via WhatsApp (Botmaker) for U.S.-based customers.
• Manage high‑value SNPL (Send Now, Pay Later) transactions and resolve complex financial or technical issues.
• Ensure compliance with cross‑border regulatory requirements while driving user conversion and growth.

Required profile

• Bilingual proficiency in Spanish and English.
• Strong analytical mindset with experience in financial services or loan operations.
• Deep understanding of U.S. customer needs and cross‑border regulatory dynamics.
• Focus on compliance, risk management, and growth metrics.

Required skills

• Experience using WhatsApp‑based support platforms (e.g., Botmaker).

What we offer

• Opportunity to work in a hyper‑growth Series B fintech backed by top global investors.
• Impactful role serving an underserved community of Latin immigrants.
• Collaborative, transparent culture with a bias for action.