Role Description At Félix, we're revolutionizing remittances and financial services for Latin immigrants in the United States. Our SNPL (Send Now, Pay Later) product is growing fast, and as we expand the loan book and underwrite into new segments, our collections operation is the lever that keeps unit economics healthy. This is not a typical call-center role. As a Customer Operations (Phone Collections Agent), you will be the human side of our recovery process — managing outbound contact across phone, SMS, and email to help customers stay on track with their loan commitments. Based in Mexico, you'll work directly with U.S.-based Latin immigrant borrowers, balancing empathy with recovery goals and using Félix's data tools to prioritize the right account at the right moment. This role launches ahead of our auto-dialer rollout (Aug 2026) and AI-agent rollout (Sep 2026). You'll help define the manual playbooks, scripts, and SLAs that the dialer-era team will inherit — your fingerprints will be on how Félix collects for years to come. Responsibilities - Outbound Collections — Phone (Primary Channel) - Execute outbound collection calls on delinquent accounts. - Manage the full negotiation cycle: ID verification, regulatory disclosures (Mini-Miranda / FDCPA / NACHA), Statement of Facts, and securing Promises to Pay. - Apply active listening to understand each customer's situation; offer viable payment plans, extensions, and partial-payment arrangements. - Document every interaction with users accordingly and follow operational guidelines. - SMS & Email Follow-Up - Send compliant, templated SMS and emails reminders (post-call confirmations, missed-promise nudges, due-date reminders). - Respond to inbound SMS replies and email inquiries from accounts in collections. - Inbound Collections Activities (Mixed Coverage) - Take inbound calls and messages from customers responding to outbound contact. - Resolve questions about balances, payment dates, payment methods, extensions, and promise status. - Compliance & Fraud Prevention - Operate strictly within applicable U.S. consumer collections regulations (FDCPA, TCPA for outbound contact and SMS, NACHA for ACH-related conversations). - Recognize and escalate fraud patterns, identity-theft signals, and disputed accounts. - Apply AML / KYC fundamentals in daily operations. - Operational Excellence - Consistently hit or exceed key collections KPIs: Right Party Contact rate (RPC), Promise Success Rate (% of promises kept), Collections Efficiency by bucket. - Handle multiple concurrent conversations across phone, SMS, and email. - Contribute to 24/7 service continuity in a fast-paced fintech environment. Qualifications - Minimum 1–2 years of experience in collections, debt recovery, customer operations, or analyst roles within Fintech, Banking, BPO, or Remittance. - Proven track record against demanding collections KPIs (RPC, Promise Success, AHT, Quality Score). - Familiarity with U.S. consumer collections regulations (FDCPA, TCPA) — or strong aptitude and willingness to learn fast. - Intermediate/Advanced English (oral and written). - Comfortable on the phone for the majority of your shift — this is not a chat-first role. - Hands-on with CRM and ticketing tools. - Comfortable using data dashboards to prioritize accounts. - Genuine empathy — these conversations involve real financial stress; you treat each user with the care and precision they deserve. - Ability to recalibrate quickly between difficult interactions; resilience is a core competency for this role. - Full availability for rotating shifts (morning/afternoon), weekends, and operational peaks (holidays / high season). Requirements - These are the applicable requisites, although equivalent competencies in any of the above will also be considered. Benefits - $18,500 MXN gross monthly. - Performance bonus tied to collections KPIs (RPC, Promise Success, $ recovered). - 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.

• Deliver engaging, role-based training for the P&C technology stack, including Applied Epic, and other agency tools that support end-to-end workflows. • Facilitate system demos, workflow walk-throughs, onboarding sessions, and reinforcement/optimization training aligned to implementations, conversions, and rollout plans. • Gather feedback from learners, leaders, and support teams to identify training gaps or opportunities for improvement. • Develop and maintain training materials, including job aids, quick reference guide, workflow documents, playbooks, e-learning/microlearning content (as applicable). • Support the translation of end-to-end P&C workflows into clear, practical guidance that integrates process + system usage + servicing standards. • Keep training content current with changes to workflows, systems, carriers, compliance requirements, and operating models. • Partner with Technology, Product/Workflow Owners, and Configuration teams to understand system updates and translate them into user-friendly training. • Work closely with P&C Operations leaders, Training & Development teammates, Change Management, Product / Workflow Owners, Technology and Field Support teams. • Ensure training reflects standard processes and aligns with broader operational and change initiatives. • Act as a trusted, approachable resource for employees learning new workflows or systems.

• Establish clear operational ownership, performance expectations, and accountability across teams, as well as ensure operational readiness to support growth, new market launches, and evolving regulatory requirements • Own Payment Integrity strategy and execution, including prevention, detection, investigation, and timely documentation and resolution activities, as well as design and oversee operational controls to ensure accurate payment, minimize overpayments, and reduce financial leakage • Partner with Compliance and Regulatory Operations teams to establish workflows, escalation paths, and documentation standards for identifying, investigating, proactively mitigating risk, and addressing potential FWA, all while ensuring appropriate tracking, reporting, and leadership visibility into trends and outcomes • Establish standardized, auditable, and scalable processes and drive rigorous documentation of operational workflows, SOPs, controls, and interdependencies across HPS, as well as partner with IT and Analytics to enable workflow automation and system‑enabled controls where appropriate • Define and monitor operational KPIs, SLAs, and performance metrics, using data and reporting to identify bottlenecks, risks, and opportunities for efficiency and quality improvement, as well as lead continuous improvement initiatives to strengthen execution, reduce rework, and ensure operational issues and risks are proactively escalated and resolved • Serve as a strong communicator across HPS and enterprise partners, translating complex operational issues into clear, concise updates for executive leadership, as well as partner closely with Regulatory Operations to support audit readiness, regulatory responses, and sustainable remediation • Lead and develop senior operational leaders and their teams, including hiring, coaching, performance management, succession planning, and building a culture of accountability, ownership, documentation discipline, and continuous improvement.

• Plan, schedule, and coordinate virtual and in-person public and private training programs, managing execution from initial setup through completion • Manage all instructor-led training logistics, including venue arrangements, catering, room setup, technology requirements, and vendor coordination • Maintain accurate and up-to-date course, learner, and instructor records in the Learning Management System (LMS), including scheduling, attendance, and completions • Serve as the primary point of contact for learners and instructors, addressing inquiries related to course access, certificates, payments, scheduling, and logistics • Support live training delivery by providing basic troubleshooting, monitoring enrollments, cancellations, and occupancy levels, and escalating issues as needed • Update and validate training-related data in Salesforce, maintain internal trackers and reports, support administrative and financial processes, and contribute to continuous process improvement initiatives