Fraud Operations Investigator — Remote, Real-Time Case Handling

Félix; Ciudad de México; Presencial; MXN 225.000 - 269.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

IMSS

Infonavit

Year-end bonus

Udemy license

5 extra days PTO

Wellness program

Remote work

Descripción de la vacante

Félix is seeking a Fraud Operations Investigator to be the face of our platform for customers navigating sensitive moments—declined transactions, suspected fraud, or disputes. This frontline role handles live WhatsApp chats and real-time decisions, meeting SLA and QA targets while delivering empathetic support.

You will lead fraud investigations, file chargeback cases, identify fraud patterns, and help refine detection workflows. Nights and weekends may be required as business needs deem.

Formación

• Recent graduate from any Business Major.
• Fluent English (oral & written).
• Availability for night shifts and weekends may be required.
• Willingness to learn and adapt to various schedules.
• Comfortable working in a fast-paced chat-based environment with SLA and QA accountability.

Responsabilidades

• Handle inbound and outbound WhatsApp chats for fraud concerns and disputes.
• Review and decide on declined transactions in real time.
• Meet daily SLA and QA targets for response times and case handling.
• Lead in-depth fraud investigations and document findings clearly.
• Collaborate with risk, compliance, and support teams to improve workflows.

Conocimientos

Fluent English

Strong communication

Customer-facing

Detail-oriented

Night/weekend availability

Educación

Business major degree

Herramientas

G Suite

Descripción del empleo

Félix is seeking a Fraud Operations Investigator to be the face of our platform for customers navigating sensitive moments—declined transactions, suspected fraud, or disputes. This frontline role handles live WhatsApp chats and real-time decisions, meeting SLA and QA targets while delivering empathetic support.

You will lead fraud investigations, file chargeback cases, identify fraud patterns, and help refine detection workflows. Nights and weekends may be required as business needs deem.