Customer Operations (Phone Collections Agent) (Fintech)

TL;DR

Customer Operations (Phone Collections Agent) (Fintech): Managing outbound collections via phone, SMS, and email for U.S.-based Latin immigrant borrowers with an accent on negotiation, compliance, and payment recovery. Focus on executing full collection cycles, prioritizing delinquent accounts using data tools, and defining manual playbooks ahead of AI and auto-dialer rollouts.

Location: Based in Mexico, 100% remote

Salary: $18,500 MXN gross monthly

Company

Hyper-growth Series B fintech building an AI-powered remittances ecosystem for Latin immigrants in the U.S. using blockchain and stablecoins.

What you will do

• Execute outbound collection calls on delinquent accounts, handling ID verification, disclosures, negotiations, and securing Promises to Pay.
• Send compliant SMS/email reminders and respond to inbound inquiries across channels.
• Resolve customer questions on balances, payments, extensions, and promises during inbound interactions.
• Ensure strict compliance with U.S. regulations (FDCPA, TCPA, NACHA) and escalate fraud/AML issues.
• Hit KPIs like Right Party Contact rate, Promise Success Rate, and collections efficiency while handling 24/7 operations.

Requirements

• Minimum 1–2 years in collections, debt recovery, customer operations, or fintech/banking/BPO/remittance roles
• Proven track record on collections KPIs (RPC, Promise Success, AHT, Quality Score)
• Familiarity with U.S. regulations (FDCPA, TCPA) or quick learning aptitude
• Intermediate/Advanced English (oral and written)
• Comfortable with phone-heavy shifts, CRM/ticketing tools, and data dashboards
• Full availability for rotating shifts, weekends, and peaks
• Genuine empathy, resilience, and ability to handle financial stress conversations

Culture & Benefits

• Performance bonus tied to KPIs (RPC, Promise Success, $ recovered)
• IMSS, Infonavit, medical service, and all Mexican law benefits
• Unlimited Udemy access and growth opportunities in dynamic fintech
• 100% remote work with radical transparency, feedback, and high-performance team culture