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    Fraud Support Specialist - Raleigh, United States - Robinhood

    Robinhood
    Robinhood Raleigh, United States

    Found in: Lensa US 4 C2 - 2 days ago

    Default job background
    Description

    Fraud Support Specialist (Overnight Shift)
    at Robinhood

    Charlotte, NC, or Lake Mary, FL, or Tempe, AZ, or Westlake, TX


    Join a leading fintech company thats 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.

    Just as we focus on our customers, we also strive to create an inclusive environment where our employees can thrive and do impactful work.

    We are proud of the competitive products and company culture weve built and have been recognized as:


    • Forbes Fintech
    • Glassdoor Best Places to Work 2021
    • Inc. Best-Led Companies 2021
    • TIME 100 Most Influential Company 2021

    Were growing and looking for...

    We continue to hire Robinhoodies at a rapid pace to drive this journey, and with that growth comes necessary change.

    Were seeking culture builders and curious thinkers looking to co-author the next chapters of our story. Were in build mode, majorly expanding our team while also growing up as a company. Joining now means helping shape our structures and systems, then taking part as we launch into our ambitious future.
    Check out life at Robinhood on


    About the team:*In support of Robinhoods radical customer focus, you will work in a key role within Fraud & Safety Operations that will service our customers across a variety of account security and fraud support needs. By prioritizing and triaging potential fraud and risk issues, the team will drive quicker resolution times for customers who may need support with fraud dispute requests, reviewing unauthorized activity, updating security credentials, etc.

    Additionally, in this role you will proactively identify any potential trends that might be happening related to security and trust of Robinhood for our customers and partner closely with the Fraud Operations team who will investigate escalated issues.

    CX Security Specialists must have strong risk and fraud prevention knowledge, exceptional customer care instincts, and a real desire to build Robinhood's knowledge bases as we grow and change.


    Schedules Available:

    Overnight:
    9pm - 6am (EST): Tuesday - Saturday OR Sunday - Thursday

    The successful candidate for this role will:** Have a passion to help educate and build others

    • Excellent written and verbal communication skills, both to customers and internally at Robinhood
    • Ability to de-escalate customer anxiety through exceptional customer service skills
    • Strong sense of ownership and instinct to problem-solve
    • The ability to work weekend or off-cycle hours as needed

    What youll be responsible for day-to-day:** Working closely with our Fraud Operations peers to ensure the best customer and agent experience

    • Communicating with peer teams, frontline support agents, and customers to help troubleshoot account security-related issues using email and chat channels
    • Solving agent questions in real time as they interact with Robinhood customers
    • Mentoring agents through educational explanations to help build their knowledge for future cases
    • Resolving high-level and/or escalated customer issues as they arise
    • Uncovering agent knowledge gaps and question patterns, and use that information to improve Robinhood's training and knowledge base

    Some things we consider critical for this role:** Bachelors Degree from an accredited institution

    • 1+ years of proven fraud, risk or financial investigations intelligence
    • Experience working with customers facing complex issues
    • Passion for and bias towards delivering high quality standards
    • Strong communication skills, experience working with cross-functional teams

    Were looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all.

    If youre ready to give 100% in helping us achieve our missionwed 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 promotes diversity 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 visit

    Robinhood's benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).


    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

    .
    (Select one)

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    Cisgender man
    Transgender woman
    Transgender man
    Non-binary
    Two-spirit
    My gender identity is not listed
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    American Indian or Alaskan Native
    Black or African American
    East Asian
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    Middle Eastern or North African
    Native Hawaiian or Other Pacific Islander
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    Southeast Asian
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