Customer Experience Representative, Advanced Brokerage - Roanoke, United States - Robinhood

Description

Customer Experience Representative, Advanced BrokerageDenver,CO; Chicago,IL; Westlake,TX; Lake Mary,FLJoin 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 buildWe'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 Robinhood's Customer Experience team is committed to providing an outstanding customer experience.

In your role as an Advanced Services Representative, you will be empowered to help our customers with some of their most complex issues.

In particular, your work will focus primarily on options trading and margin related issues experienced by our fast-growing customers.

Your job is not only to help our customers with the issues they encounter, but empower them to learn and grow as traders.

You will also play a critical role in providing feedback to business partners that help further enhance our product and platform, improving the customer experience.

As an Advanced Services Representative, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued.

Your mission will be to solve customer issues efficiently and effectively.

Self-starters who spot and solve problems thrive at Robinhood, and you'll have a special role as the voice of our customers.

We are hiring for multiple shifts that span 24x7 ensuring we are available for our customers when they need us.

Overtime opportunities may be available. During extreme business needs, overtime could be mandated.

Available Shifts Sunday-Thursday 3:00pm-12:00am ETSunday-Wednesday 10:00pm-9:00am ETTuesday-Saturday 3:00pm-12:00am ETWednesday-Saturday 10:00pm-9:00am ETThe role is located in the office location(s) 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 Deliver an outstanding customer experience by solving customer issues efficiently and effectively with empathyInfluence customer satisfaction and increase customer loyalty through exceptional conversations via multiple channelsCommunicate with customers using email, chat and phone channelsAct as the voice of the customer by identifying and communicating customer pain points or opportunities to the product and engineering organizationCreatively discover ways to improve productivity for the Customer Experience teamProactively identify ways to avoid recurrence of customer contacts by recommending changes to improve processes and knowledge articles for customer educationDisplay deep subject mastery of complex financial concepts like Equities Trading, Margin, and Options TradingMaster Robinhood's policies and procedures pertaining to complex customer scenarios and translate them into outstanding customer interactionsWhat you bring Bachelor's Degree from an accredited institutionFINRA Series 7 and 63 Licenses2+ years experience in a support/service role for a financial services companyBrings positivity to our ever changing business with an appetite to consume change as we enhance our businessAbility to provide exceptional service in multiple channels including phone, chat, and emailFamiliarity with financial services and the stock marketExperience handling and resolving Options related inquiriesAbility to think critically and apply logical problem-solving skills to isolate and resolve issuesStrong written and verbal communication skillsAttention to detail and strong analytical skillsMust be able to act independently and be self-motivatedThe ability to quickly defuse customer anxiety through exceptional customer service skillsStrong sense of ownership and responsibilityInstinct to problem-solveStrong critical thinking and analytical skills (e.g. pattern recognition)The ability to concisely and accurately communicate complex topicsPassionate about efficiently helping our customersStrongly preferred - mastery of complex financial topics such as Options & MarginStrongly preferred - active Series 4 or interest in obtaining a Series 4 and Series 3What we offer Market competitive and pay equity-focused compensation structure100% paid health insurance for employees with 90% coverage for dependentsAnnual lifestyle wallet for personal wellness, learning and development, and moreLifetime maximum benefit for family forming and fertility benefitsDedicated mental health support for employees and eligible dependentsGenerous time away including company holidays, paid time off, sick time, parental leave, and moreLively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefitsBase 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.

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.

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)$28.10-$33 USDZone 3 (Lake Mary, FL)$27.20-$32 USDClick 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.#J-18808-Ljbffr