Robinhood

Fraud Support Specialist

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What Robinhood is looking for in applicants

Join a leading fintech company that’s democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

Just as we focus on our customers, we also strive to create an inclusive environment where our employees can thrive and do impactful work. We are proud of the competitive products and company culture we continue to build and have been recognized as:

  • Glassdoor Best Places to Work 2020
  • TIME100 Most Influential Companies 2021
  • Fortune Best Workplaces in Financial Services & Insurance™ 2021 and Fortune Best Workplaces for Millennials™ 2021

We’re growing and looking for...

We continue to hire Robinhoodies at a rapid pace to drive this journey, and with that growth comes necessary change. We’re seeking culture builders and curious thinkers looking to co-author the next chapters of our story. We’re in build mode, majorly expanding our team while also growing up as a company. Joining now means helping shape our structures and systems, then taking part as we launch into our ambitious future.

Check out life at Robinhood on The Muse!

About the team:

In support of Robinhood’s radical customer focus, you will work in a key role within Fraud & Safety Operations 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 security and trust of Robinhood for our customers and partner closely with the Fraud Operations team who will investigate escalated issues. CX Security 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.

Schedules Availible:

5am 2pm (EST): Tuesday - Saturday OR Saturday - Thursday

1pm - 10pm (EST): Tuesday - Saturday OR Sunday - Thursday

The successful candidate for this role will:

  • Have a passion to help educate and build others
  • Excellent written and verbal communication skills, both to customers and internally at Robinhood
  • Ability to de-escalate customer anxiety through exceptional customer service skills
  • Strong sense of ownership and instinct to problem-solve
  • The ability to work weekend or off-cycle hours as needed

What you’ll be responsible for 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

Some things we consider critical for this role:

  • 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

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review Robinhood's Privacy Policy please visit rbnhd.co/applicant-privacy.

Robinhood's benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).

Want some tips on how to get an interview at Robinhood?

What is Robinhood looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Fraud Support Specialist like?
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How to land an interview at Fraud Support Specialist?
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