Customer Experience Representative, Advanced Services
Job title: Customer Experience Representative, Advanced Services in USA at Robinhood
Company: Robinhood
Job description: Join a leading fintech company that's democratizing finance for all.Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are 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.With growth as the top priority...The business is 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 + roleRobinhood'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.Shifts actively recruiting for by most needed:
Remote-Overnights
In-office Day Shift
Remote- Mid Shift
The 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 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
What you bring
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
What we offer
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
Base 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. This role is also eligible to participate in a Robinhood bonus plan.Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)$28.10—$33 USDZone 2 (Denver, CO; Westlake, TX; Chicago, IL)$28.10—$33 USDZone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)$27.20—$32 USDClick to learn more about available Benefits, which vary by region and Robinhood entity.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. Please review the specific applicable to the country where you are applying.
Expected salary:
Location: USA
Apply for the job now!
Apply Now
Company: Robinhood
Job description: Join a leading fintech company that's democratizing finance for all.Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are 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.With growth as the top priority...The business is 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 + roleRobinhood'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.Shifts actively recruiting for by most needed:
Remote-Overnights
In-office Day Shift
Remote- Mid Shift
The 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 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
What you bring
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
What we offer
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
Base 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. This role is also eligible to participate in a Robinhood bonus plan.Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)$28.10—$33 USDZone 2 (Denver, CO; Westlake, TX; Chicago, IL)$28.10—$33 USDZone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)$27.20—$32 USDClick to learn more about available Benefits, which vary by region and Robinhood entity.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. Please review the specific applicable to the country where you are applying.
Expected salary:
Location: USA
Apply for the job now!
Apply Now