Collections Agent

Nelo; Ciudad de México; Presencial; MXN 200.880 - 279.000; Jornada completa

Descripción de la vacante

Nelo is a leading consumer fintech and e-commerce platform in Mexico City. You’ll join our collections team to recover early-stage delinquent accounts, calling from a flexible script and documenting what works and what does not.

Role focuses on contacting customers, understanding situations, and negotiating agreements to bring accounts back on track. Office-based, 4 days a week in Roma Norte, 9am–6pm, 2–3 month contract.

Formación

• Minimum 1 year of experience in a contact center or collections team.
• Comfort speaking from a script and adapt when a customer pushes back.
• Operator mindset: solve problems without constant supervision.
• Immediate availability; start within the next 15 days.

Responsabilidades

• Call customers in early delinquency (15–30 days past due).
• Use a script as the starting point and adapt as needed.
• Log each call in our system and document offers, agreements and rejection reasons.
• Report weekly metrics to Operations: calls, contacts, agreements, recoveries in pesos.
• Join team retrospectives and share successful arguments and breakdowns.

Conocimientos

Phone collections

Scripted communication

Descripción del empleo

Collections Agent (CDMX)

About Nelo

Nelo is a leading consumer fintech and e-commerce platform in Mexico, with >$500MM in annualized GMV and >$70MM in annualized revenue. Our mission is to increase the buying power of consumers in Latin America, and we are doing so by building a modern alternative to credit cards.

Nelo has raised over $40M of venture capital from investors including Homebrew, Two Sigma Ventures and Susa Ventures. Nelo has additionally raised a $100M asset credit facility from Victory Park Capital.

Our lean team includes experienced leaders from top technology companies including Uber, Amazon, Rappi, and DiDi. We pride ourselves on our velocity, intellectual rigor, and efficiency.

Nelo has offices in Mexico City and New York City.

About the Job

You’ll join our collections team to recover early-stage delinquent accounts. You work a curated set of customer accounts. You call from a flexible script. You document what works and what does not.

Your job is to be on the calls. You reach customers, understand their situation, and negotiate agreements that get accounts back on track. You track your results and share what you learn with the team.

What You’ll Do

• Call customers in early delinquency (15–30 days past due).
• Use a script as your starting point. Adapt the conversation based on the customer.
• Log each call in our system. Document offers, agreements, and rejection reasons.
• Report weekly metrics to our Operations team: calls, contacts, agreements, recoveries in pesos.
• Join team retrospectives. Share what arguments landed and where negotiations broke down.

What We’re Looking For

• Proven phone collections experience in Mexico. Minimum 1 year of experience in a contact center or collections team. (Non-negotiable.)
• Comfort speaking from a script, with the ability to adapt when a customer pushes back.
• An operator mindset. You solve problems without constant supervision.
• Immediate availability. Ideally you start within the next 15 days.

Contract & Terms

• Duration: 2–3 months. Possible extension if results warrant it.
• Location: CDMX. Office-based (Roma Norte) (4 days a week in office)
• Hours: Full time. Monday to Friday, 9am–6pm (may rotate as needed).
• Compensation: $18,000–$25,000 MXN monthly base.