Compliance Operations Support Agent

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 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 At Félix , we are revolutionizing remittances for Latin immigrants in the U.S. As we scale, protecting our platform and our customers is paramount. We are looking for a Compliance Operations Support Agent to serve as the first line of defense in our financial ecosystem. This is not a traditional; you will be the critical bridge between regulatory adherence, operational efficiency , and user experience . Based in Mexico , you will wield an acute understanding of U.S. and Cross-Border regulatory dynamics to manage high-risk transaction monitoring, conduct Know Your Customer Reviews (KYC) , and prevent financial crime (Sanctions) without compromising the speed of our service. You will effectively serve as a Tier 3 expert , handling complex escalations regarding identity verification and source of funds. This role requires a unique combination of analytical rigor, multilingual finesse (Spanish/English), financial service expertise, and a hyper-focus on compliance and growth. Responsibilities Compliance : Ensure accurate documentation of every interaction and escalate complex issues to other departments (Risk, Governance, Risk and Compliance). KYC & Onboarding Verification: Execute rigorous identity verification processes for new and existing users. Review documentation for authenticity, resolve identity mismatches, and manage the "Know Your Customer" (KYC) funnel to ensure only legitimate users are onboarded while minimizing friction for good customers. Transaction Monitoring & Sanctions Screening: Real-time monitoring of cross-border remittance transactions to detect suspicious patterns and manage alerts related to OFAC sanctions, PEP (Politically Exposed Persons) lists, and internal watchlists. Enhanced Due Diligence (EDD): Conduct deep-dive investigations on high-risk customers or high-value transactions. Request and analyze "Source of Funds" (SOF) documentation and assess the business purpose of complex transactions to mitigate financial risk. Strategic Problem Solver & Solution Design: Employ advanced analytical and problem-solving skills to address complex, unscripted customer situations that fall outside standard procedures. Develop and recommend viable, data-backed solutions for operational or product gaps identified through customer interaction to management and relevant departments. Product Partner & User Research: Serve as a liaison with the Product and Engineering teams when they conduct user research, sharing quantitative and qualitative insights on friction points, and actively participate in product testing to ensure a seamless and compliant user experience. Communication: Provide exceptionally clear, empathetic, and professional support to our U.S. Latin immigrant customer base via chat, skillfully navigating culturally sensitive financial questions in both Spanish and English as needed. Operational Resilience and Continuity: Maintain service continuity in a fast-paced fintech environment. Possess the scheduling flexibility and results-oriented mindset to consistently meet demanding quality metrics (QA) and speed targets (FTR, AHT) during operational peaks and high-traffic weekends. Requirements We seek a meticulous, analytical, and integrity-driven professional who thrives in a high-stakes, metrics-driven environment. Experience: Minimum 1 - 2 years of experience as an analyst in Compliance, Fraud Prevention, Risk Management, or AML Operations, preferably within the Fintech, Remittance, or Banking sectors. Regulatory Knowledge: Strong understanding of regulation. Familiarity with the lifecycle of a remittance and the associated risks. Analytical Rigor: Proven ability to analyze complex data sets to identify trends in fraudulent behavior. Tech Savvy: Familiarity with identity verification vendors (e.g., Persona, Sardine) and transaction monitoring tools. Proficiency in G Suite (Excel/Sheets) is a must. Availability: Total availability to work rotating shifts (morning/afternoon) and weekends. KPIs: Proven multitasking capability to handle a high volume of concurrent interactions and meet goals. Languages : Intermediate/advanced level of English (oral and written), as internal communication is key. What We Offer $25,000 MXN gross monthly + Performance Bonuses (We reward excellence!). Full Mexican Law benefits (IMSS, Infonavit). Medical Service via Sofia Salud (Note: This is a digital medical service for primary care, not a Major Medical Expenses Insurance/GMM). 100% remote work environment and unlimited access to Udemy licenses . Opportunity to develop within a hyper-growth Fintech dedicated to the financial empowerment of the Latino community. 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. Want to learn more about our privacy practices? Check out our Privacy Policy .