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Customer Experience Representative, Core Services

3 months ago

Denver, Colorado, United States Robinhood Full time
Customer Experience Representative, Core Services

Chicago, IL; Denver, CO; Lake Mary, FL; Westlake, TX
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


As a member of this team, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued.

You will be empowered to help our customers with a range of needs from simplistic to complex by phone, email and chat.

This work will range in various topics including equities trading, margin, and options trading-related issues.

Your job is not only to help our customers, but to help us learn as a company from each interaction, so that we can make our customers' experience using our products as seamless as possible.

We offer a variety of schedules designed to meet our customers and employee needs.
Available Shifts

Sunday - Thursday 7:00am-4:00pm ET

Monday - Friday 11:00pm-8:00am ET

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

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


The role is located in the office locations 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

Delivering an outstanding customer experience for customers through phone, email, and chat channels
Driving continuous improvement to delight customers by acting as the voice of the customer by identifying and communicating better ways to serve our customers
Growing your financial services expertise as you develop deep subject mastery of complex financial concepts like equities trading, margin, and options trading
What you bring

Active FINRA Series 7 and 63 Licenses with an ability to quickly put your brokerage knowledge into action
Excellent customer service, written and verbal communication skills with a passion to support customers
Effectiveness and willingness to adapt to CX experience delivery through phone and written channels
Ability to quickly defuse customer anxiety through exceptional customer service skills
Self-starter and ambitious learner who is comfortable with ambiguity and fast paced environment
Able to exercise independent thought and judgment, adapt to new tasks, and the ability to prioritize tasks in a multi-task environment
Schedule flexibility as we evolve to meet the growing demands of our customers (initial and/or future shift assignment may include evenings and weekend hours)

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.

This role is also eligible to participate in a Robinhood bonus plan and Robinhood's equity plan. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)
$24.65

—

$29 USD
Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)
$24.65

—

$29 USD
Zone 3 (Lake Mary, FL)
$23.80

—

$28 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.

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?

Are you willing to work from the office(s) listed on the job description?

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

Sunday - Thursday 7:00am-4:00pm ET

Monday - Friday 11:00pm-8:00am ET

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

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

Do you have:
a) any Personal/Familial Relationships (current Robinhood employees or employees of Robinhood's vendors);b) any Outside Business Activities that you wish to continue;c) any investment that is greater than 5% of the outstanding shares of a publicly-traded company;d) any investment in a private company that has a business relationship or that is a current competitor of Robinhood; ore) any Intellectual Property Ownership (patents, trademarks, copyrights) that you wish to retain and/or create/develop while at Robinhood?

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

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:

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

.
What is your gender identity? (Select one)

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Cisgender man
Transgender woman
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My gender identity is not listed
I don't wish to answer
What is your race or ethnicity? (Select one)

American Indian or Alaskan Native
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What is your military status? (Select one)

I am on active duty
I am part of the national guard or on reserve
I have never served in the military
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What is your disability status? (Select one)

Yes, I have a disability
No, I don't have a disability
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Do you identify as part of the LGBTQ+ community? (Select one)
Yes
No
Questioning
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