Description

You will investigate and resolve sensitive customer cases that require advanced problem-solving and strong communication, collaborating with cross-functional partners to ensure timely resolution of complex issues while protecting the customer experience and the Robinhood brand. This role focuses on high-visibility cases surfaced through public platforms, requiring thoughtful engagement and coordinated resolutions.

Requirements

• FINRA Series 7 and 63 licenses required
• 1-2 years of customer support or service experience in financial services
• FINRA Series 24 (or 9/10) required or obtained within 120 days of hire for executive office team members
• Strong analytical and investigative skills with ability to resolve complex issues independently
• Exceptional written and verbal communication skills

Responsibilities

• Resolve customer escalations across support channels
• Investigate and resolve complex customer issues, including cases escalated by leadership, regulatory bodies, or high-profile customers
• Partner with Compliance, Legal, and senior leadership to provide case summaries, risk assessments, and resolution outcomes
• Conduct root cause analysis to identify drivers of poor customer experiences and recommend improvements
• Manage and resolve high-visibility customer cases from social media and public platforms