Customer Operations (Phone Collections Agent)

TL;DR

Customer Operations (Phone Collections Agent) (Fintech): Managing outbound collections for U.S.-based borrowers with an accent on negotiation, regulatory compliance, and empathy. Focus on defining manual playbooks and SLAs for future automated systems while maintaining high recovery KPIs.

Location: Must be based in Mexico (Guadalajara, Monterrey, Queretaro, or CDMX)

Salary: $18,500 MXN gross monthly

Company

hirify.global is a hyper-growth fintech startup building an AI-powered remittance and financial ecosystem for Latin immigrants in the U.S.

What you will do

• Execute outbound collection calls to delinquent accounts while managing the full negotiation cycle.
• Apply active listening to offer viable payment plans and extensions to customers.
• Send compliant SMS and email reminders and respond to inbound inquiries.
• Ensure strict adherence to U.S. consumer collections regulations like FDCPA and TCPA.
• Recognize and escalate fraud patterns and identity-theft signals.
• Consistently hit or exceed key collections KPIs including RPC and Promise Success Rate.

Requirements

• 1–2 years of experience in collections, debt recovery, or customer operations within Fintech or Banking.
• Intermediate/Advanced English proficiency (oral and written).
• Native or fluent Spanish proficiency.
• Familiarity with U.S. consumer collections regulations (FDCPA, TCPA).
• Comfortable working on the phone for the majority of the shift.
• Full availability for rotating shifts, including weekends and holidays.

Culture & Benefits

• Performance bonus tied to collections KPIs.
• Full benefits of Mexican Law (IMSS, Infonavit).
• Medical Service provided.
• Access to unlimited Udemy licenses for professional development.
• Dynamic, high-performance fintech environment.