Customer Experience Representative, Advanced Brokerage

Westlake, TX, United States

Customer Experience Representative, Advanced Brokerage Denver,CO; Chicago,IL; Westlake,TX; Lake Mary,FL

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.

As we continue to build...

We’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.

About the team + role Robinhood's Customer Experience team is committed to providing an outstanding customer experience. In your role as an Advanced Services Representative, you will be empowered to help our customers with some of their most complex issues. In particular, your work will focus primarily on options trading and margin related issues experienced by our fast-growing customers. Your job is not only to help our customers with the issues they encounter, but empower them to learn and grow as traders. You will also play a critical role in providing feedback to business partners that help further enhance our product and platform, improving the customer experience.

As an Advanced Services Representative, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued. Your mission will be to solve customer issues efficiently and effectively. Self-starters who spot and solve problems thrive at Robinhood, and you'll have a special role as the voice of our customers.

We are hiring for multiple shifts that span 24x7 ensuring we are available for our customers when they need us. Overtime opportunities may be available. During extreme business needs, overtime could be mandated.

Available Shifts Sunday-Thursday 3:00pm-12:00am ET

Sunday-Thursday 11:00pm-8:00am ET

Tuesday-Saturday 3:00pm-12:00am ET

Tuesday-Saturday 11:00pm-8:00am ET

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

What you’ll do Deliver an outstanding customer experience by solving customer issues efficiently and effectively with empathy

Influence customer satisfaction and increase customer loyalty through exceptional conversations via multiple channels

Communicate with customers using email, chat and phone channels

Act as the voice of the customer by identifying and communicating customer pain points or opportunities to the product and engineering organization

Creatively discover ways to improve productivity for the Customer Experience team

Proactively identify ways to avoid recurrence of customer contacts by recommending changes to improve processes and knowledge articles for customer education

Display deep subject mastery of complex financial concepts like Equities Trading, Margin, and Options Trading

Master Robinhood's policies and procedures pertaining to complex customer scenarios and translate them into outstanding customer interactions

What you bring Bachelor's Degree from an accredited institution

FINRA Series 7 and 63 Licenses

2+ years experience in a support/service role for a financial services company

Brings positivity to our ever changing business with an appetite to consume change as we enhance our business

Ability to provide exceptional service in multiple channels including phone, chat, and email

Familiarity with financial services and the stock market

Experience handling and resolving Options related inquiries

Ability to think critically and apply logical problem-solving skills to isolate and resolve issues

Strong written and verbal communication skills

Attention to detail and strong analytical skills

Must be able to act independently and be self-motivated

The ability to quickly defuse customer anxiety through exceptional customer service skills

Strong sense of ownership and responsibility

Instinct to problem-solve

Strong critical thinking and analytical skills (e.g. pattern recognition)

The ability to concisely and accurately communicate complex topics

Passionate about efficiently helping our customers

Strongly preferred - mastery of complex financial topics such as Options & Margin

Strongly preferred - active Series 4 or interest in obtaining a Series 4 and Series 3

What we offer Market competitive and pay equity-focused compensation structure

100% paid health insurance for employees with 90% coverage for dependents

Annual lifestyle wallet for personal wellness, learning and development, and more!

Lifetime maximum benefit for family forming and fertility benefits

Dedicated mental health support for employees and eligible dependents

Generous time away including company holidays, paid time off, sick time, parental leave, and more!

Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. The expected salary 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.

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)

$28.10 — $33 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$28.10 — $33 USD

Zone 3 (Lake Mary, FL)

$27.20 — $32 USD

Click here to learn more about Robinhood’s Benefits.

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 embraces a diversity of backgrounds and experiences 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 review the specific policy applicable to the country where you are applying.

Do you have your Series 7 AND Series 63 license?  *

Please list your CRD number:  *

As a condition of employment we will require:1) Your U5 from your prior employer.2) The ability to be licensed in all 50 states.3) Passing a background check, credit check, and fingerprinting.Based on this, would anything of concern be reported by your former/current employer, or arise in your background check, credit check, or fingerprinting? If yes, please provide context below.

Are you willing to work from the office(s) listed on the job description? Please state which office location.  *

What are your gender pronouns?  *

Are you legally work authorized to work in the US?  *

Will you now (or in the future) require visa sponsorship in order to work in the US?  *

Have you ever worked for Robinhood as an employee, intern or contractor?  *

If yes, please provide further details

Do you have any Familial Relationships (current Robinhood employees, employees of Robinhood’s vendors, any public official including government employees, political candidates or employees of state-owned enterprises); any Outside Business Activities (including board or advisory roles); any individual Stock Ownership that is greater than 2% of the outstanding shares of a publicly-traded company and that is greater than 5% of the outstanding shares of a privately-owned company; any IP Ownership (patents, trademarks, copyrights?  *

If you answered "Yes" to the above question, please provide additional information here:

Please select up to 3 preferred shifts (Eastern Time Zone):  *

Sunday-Thursday 3:00pm-12:00am ET

Sunday-Thursday 11:00pm-8:00am ET

Tuesday-Saturday 3:00pm-12:00am ET

Tuesday-Saturday 11:00pm-8:00am ET

Robinhood adheres to applicable laws and regulations in relation to government officials given inherent bribery and/or corruption risk. A government official is any person that performs a public function on any level or acts in any official capacity on behalf of a government or government owned entity.a) Do you currently hold or have you held, within the last 5 years, a position as a government official?b) Have you been referred or recommended for this position by a government official?c) Are you related to or have a close personal relationship with a government official?  *

If you answered "Yes" to the above question, please provide additional information here:

Please share your customer service experience handling and resolving with options trading and margin related issues.  *

Equal Employment Opportunity Information At Robinhood, we care deeply about diverse representation in our workforce as it supports our mission to democratize finance for all. In support of this goal, we encourage applicants to voluntarily identify demographic information. This information helps us to continue building a more inclusive workplace and to ensure effective recruiting programs that are inclusive of individuals across all backgrounds.

Self-identifying in this section is completely voluntary and if you choose not to provide any information, please select the “I don't wish to answer” option under that question. Whatever your decision, data that you provide in this section will not be considered in the hiring process or thereafter. Individuals seeking employment at Robinhood are considered without regard to race, color, religion, national origin, age, sex, sexual orientation, marital status, ancestry, physical or mental disability, neurodivergence, veteran status, gender identity or expression, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity recordkeeping, reporting, and other legal requirements, and to be used in our efforts to recruit a diverse workforce. Any information that you do provide will be recorded and maintained in a confidential manner. For more information on EEOC definitions, please reference this document .

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