Stori is a fast-growing, venture-backed fintech Unicorn who is empowering consumers in Latin America with access to digital financial services. Stori currently operates in Mexico and has a global team with offices in Mexico City, Arlington (Virginia), and Bogota. We are the largest fintech serving the underbanked population in Mexico, while planning to expand to other countries in Latin America. More than two million customers have become happy users of Stori’s credit card product already.

Stori is one of the top-funded startups in the region with $400 million raised to date. We are backed by top venture capital funds globally and locally, such as Lightspeed Venture Partners, GGV Capital, GIC, General Catalyst, Goodwater Capital and Mexico’s leading family office Tresalia Capital. These funds have deep fintech experience and whose success stories include Stripe, Airbnb, Snapchat, Affirm, and Alibaba’s Ant Financial.

Stori is powered by the collective experience and expertise of our team. Together, the leadership team brings numerous years of experience in consumer finance, banking and technology across Mastercard, Stripe, Intel, Capital One, Block (Square), Morgan Stanley, GE Money, HSBC, and Rappi in the U.S. and Mexico.

At Stori, we are an inclusive and meritocracy-driven team that welcomes diversity of background, experience and thinking. We are passionate about our mission and take pride in the products we build. We seek team and individual excellence to deliver the best product and experience to our customers who are often said No to by traditional banking players.

What We Are Looking For

Main Responsibilities

• Experience:
• Over 5 years of experience within the banking or fintech industry, demonstrating a strong understanding of customer service processes and requirements.
• Experience in BPOs is also desirable
• Proven expertise in leading teams bonus point leading Customer Service teams
• Knowledge in collections is a plus.
• Successful experience in managing or coworking with tech teams, overseeing their day-to-day activities, providing guidance, and fostering a collaborative and high-performance work environment.
• Demonstrated leadership abilities, including decision-making, problem-solving, and strategic thinking, to drive operational excellence and contribute to the company's overall success.
• Skills and attitudes
• Strong Skills in analytics (SQL, excel)
• Critical thinking
• Fast learner
• Structured way of execution and delivering
• Superior communication (written/verbal) and influence skill to facilitate work across teams
• Superior analytical and problem solving skills, with demonstrated intellectual and analytical rigor
• Action-oriented
• Loves creating efficiencies and streamlined processes
• Preference for working in a high standard team with motivated and driven professionals
• Ability to structure and manage complex projects and processes with multiple stakeholders at both senior and junior levels – and external and internal, including demonstrated ability to think end-to-end, manage long-term projects
• Bonus Points:
• Fintech experience
• Customer Service and collections experience
• Lead and actively participate in the design and implementation of customer service process, ensuring the execution of next topics:
• Customer Support Management: Overseeing the customer support team
• Issue Resolution: Identifying and addressing customer issues and complaints effectively
• Communication: Developing and maintaining communication channels for customers to reach out for support
• Quality Assurance: Implementing processes to monitor and maintain the quality of customer interactions
• Feedback Analysis: Collecting and analyzing customer feedback to identify trends, areas for improvement, and opportunities
• Lead and actively participate in the design and implementation of collections processes, ensuring efficiency and compliance including the next topics:
• Negotiate and manage partnerships with third-party collection agencies ("Casas de Cobranzas", AI providers).
• Define and continually refine the collections strategy to improve recovery rates and minimize delinquency.
• Compliance: Ensuring that all CS and collections procedures comply with relevant regulations

• Monitor and report on key metrics, ensuring alignment with business goals and regulatory requirements..
• Coordination with cross functional teams including IT, Product, business, credit card operations
• Monitor and analyze key performance indicators (KPIs) and operational metrics, identifying areas for improvement and implementing corrective actions as necessary