Collections Agent

Job description

COLLECTIONS AGENT (CDMX) About the Company Nelo is a leading fintech in Mexico reimagining credit to expand consumer buying power. Founded in 2019 by former Uber international growth team leads Kyle Miller and Stephen Hebson, Nelo offers credit cards, BNPL loans, bill payments, and its own marketplace — all under one app — designed from first principles for a mobile-first, real-time payments world. With $100M in annual revenue, $1B in annualized GMV, and $140M+ raised in equity and debt, Nelo is one of the most capital-efficient consumer fintech companies in Latin America. The company is profitable — positive operating profit in both 2024 and 2025. It runs lean and technical: 60 employees, 8 engineers, with AI driving underwriting, collections, and operations. - HQ: Mexico City, Mexico; commercial and people operations in New York City - Founded: 2019 - Team size: 60 FTEs - Open roles: 10+ - Website: nelo.mx http://nelo.mx - Stage: Post-Series A; $100M credit facility (Victory Park Capital, 2022); profitable - Benefits: 401k, open PTO, medical, dental, vision, STD, LTD, fertility Company values: - Be your best selves: ambition, hard work, intellectual curiosity - Everyone is an owner: all employees receive equity including customer support; 10-year option expiration; equity refreshers - Customer first: product decisions grounded in customer benefit - Open and honest communication: quarterly financials and board presentations shared company-wide; low tolerance for bureaucracy or gossip - Move fast, learn fast: hundreds of experiments run monthly; rigorous experimentation culture 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.