About the team:

The preferred location for this position is in or around Robinhood’s offices in Denver, CO, or Lake Mary, FL, or Westlake, TX, with in-office work capabilities, as may be required by management.

In support of Robinhood’s radical customer focus, you will work in a key role within the Customer Trust & Safety Support team that will service our customers across a variety of account security and fraud support needs. By prioritizing and triaging potential fraud and risk issues, the team will drive quicker resolution times for customers who may need support with fraud dispute requests, reviewing unauthorized activity, updating security credentials, etc.

Additionally, in this role you will proactively identify any potential trends that might be happening related to fraud of Robinhood for our customers and partner closely with the Customer Trust & Safety organization and other lines of business who will investigate escalated issues. Work with product teams to scope and understand the impact of new Robinhood product launches on the Customer Trust and Safety Support team. CTS Support Specialists must have strong risk and fraud prevention knowledge, exceptional customer care instincts, and a real desire to build Robinhood’s knowledge bases as we grow and change.

What you’ll do day-to-day:

• Working closely with our Fraud Operations peers to ensure the best customer and agent experience
• Communicating with peer teams, frontline support agents, and customers to help troubleshoot account security-related issues using email and chat channels
• Solving agent questions in real time as they interact with Robinhood customers
• Mentoring agents through educational explanations to help build their knowledge for future cases
• Resolving high-level and/or escalated customer issues as they arise
• Uncovering agent knowledge gaps and question patterns, and use that information to improve Robinhood’s training and knowledge base

About you:

• Bachelor’s Degree from an accredited institution
• 1+ years of proven fraud, risk or financial investigations intelligence
• Experience working with customers facing complex issues
• Passion for and bias towards delivering high quality standards
• Strong communication skills, experience working with cross-functional teams

The expected hourly pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan.

US Zone 1: $25 per hour
US Zone 2: $25 per hour
US Zone 3: $24 per hour