Fraud Ops Investigator

Félix; México; A distancia; 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

About Us

At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on by WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before.

We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an "Endeavour Entrepreneur" and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus. Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission - serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.

About The Role

As a Fraud Operations Investigator at Félix, you will be the face of our platform for customers navigating some of their most sensitive moments - a declined transaction, a suspected fraud incident, a dispute. This is a frontline operations role at the heart of how we protect users and deliver trust at scale.

Your day-to-day lives in WhatsApp-based chat: you will handle live customer conversations, investigate suspicious transactions in real time, and make quick decisions on declined cases - all while meeting strict SLA and quality assurance (QA) targets. Beyond real-time work, you will build and file chargeback dispute cases, contribute to fraud pattern detection, and support the continuous improvement of our fraud operations processes.

To thrive here, you need to be sharp under pressure, customer-obsessed, operationally disciplined, and comfortable working nights and weekends. This is not a back-office role - you are the person customers interact with when it matters most, and your judgment directly shapes their experience and our fraud outcomes.

Responsibilities

Customer-Facing Operations (Chat & Live Decisions)

• Handle inbound and outbound WhatsApp-based chats as the primary point of contact for customers with fraud concerns, declined transactions, or case inquiries.
• Review and make real-time decisions on declined transactions, communicating outcomes clearly and empathetically to customers.
• Meet daily SLA and QA targets for chat response times, resolution quality, and case handling accuracy.
• Represent Félix with professionalism and care in every customer interaction.

Fraud Investigations

• Lead in-depth investigations into suspicious transactions and activities, identifying fraud patterns and escalating as needed.
• Document findings clearly and support cross-functional teams with timely, accurate case information.
• Assist with case escalations and ensure swift resolution to minimize financial losses.

Process & Collaboration

• Work closely with risk, compliance, and customer support teams to align on fraud prevention initiatives
• Contribute to refining fraud detection workflows, operational procedures, and response playbooks
• Participate in ad hoc projects such as tool enhancements, fraud prevention campaigns, and process optimizations

Requirements

• Recent graduate from any Business Major
• Fluent English (oral & written)
• Availability for night shifts and weekends may be required based on business needs.
• Willingness to learn and adapt to various schedules
• Comfortable working in a fast-paced, chat-based operational environment with SLA and QA accountability
• Basic knowledge of remittance, fintech, fraud, chargeback or customer support environments
• Experience with G Suite products
• Strong communication skills — you will be writing to real customers, every day
• Detail-oriented and able to make sound judgment calls under time pressure
• Friendly, empathetic, and professional customer-facing demeanor
• These are the applicable requisites, although equivalent competencies in any of the above will also be considered.

What We Offer

• Gross Monthly Salary: $22,150 MXN
• IMSS, Infonavit, year-end bonus (aguinaldo)
• Above-the-Law Benefits: Includes Performance Bonus, Food and Wifi Vouchers (Vales de Despensa y Teletrabajo), full access to Udemy License and 5 extra days of PTO (Paid Time Off).
• Work model: currently fully remote, with a future transition to a hybrid setup.
• Wellness & Medical Program
• Clear and empowering opportunities for professional advancement in a dynamic, entrepreneurial environment.
• A collaborative culture defined by transparency, agility, and customer-centricity.

Equal Opportunity Employer

At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.