Customer Experience Representative, Advanced Services
5 days ago
We are seeking a highly skilled and experienced Customer Experience Representative to join our Advanced Services team at Robinhood. As a key member of our team, you will be responsible for providing exceptional customer service and support to our customers, focusing on complex issues related to options trading and margin.
Key Responsibilities- Deliver outstanding customer experiences by resolving 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
- 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
- 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
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Denver, Colorado, United States Robinhood Full timeAbout the RoleWe are seeking a highly skilled and motivated Customer Experience Representative to join our Advanced Services team at Robinhood. As a key member of our team, you will be responsible for providing exceptional customer service to our customers, resolving complex issues, and empowering them to learn and grow as traders.Key ResponsibilitiesDeliver...
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Denver, Colorado, United States Robinhood Full timeAbout the RoleWe are seeking a highly skilled and customer-focused Advanced Services Representative to join our team at Robinhood. As a key member of our Customer Experience team, you will be responsible for providing exceptional support to our customers with complex issues related to options trading and margin.Key ResponsibilitiesDeliver outstanding...
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Denver, Colorado, United States Robinhood Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Experience Representative to join our Advanced Services team at Robinhood. As a key member of our team, you will be responsible for providing exceptional customer service and support to our customers, focusing on complex issues related to options trading and margin.Key...
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Denver, Colorado, United States Robinhood Full timeAbout the RoleWe are seeking a highly skilled and customer-focused Advanced Services Representative to join our team at Robinhood. As a key member of our Customer Experience team, you will be responsible for providing exceptional support to our customers with complex issues related to options trading and margin.Key ResponsibilitiesDeliver outstanding...
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