Customer Experience Representative, Advanced Services
1 week ago
We 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 Responsibilities- Deliver outstanding customer experiences by resolving complex issues efficiently and effectively.
- Influence customer satisfaction and increase 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.
- 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.
- 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 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 experienced Advanced Services Representative to join our Customer Experience 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 primarily on options trading and margin-related issues.Key...
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