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Robinhood · 1 month ago

Customer Experience Representative, Advanced Services

Chicago, IL

Full-time

Onsite

Entry, Mid Level

$28.10/hr - $33/hr

2+ years exp

Robinhood is committed to democratizing finance for all and is seeking an Advanced Services Representative for their Customer Experience team. In this role, you will help customers with complex issues related to options trading and margin, while also providing feedback to enhance the customer experience.

CryptocurrencyFinTechPrediction MarketsStock ExchangesTrading Platform

Responsibilities

Support key initiatives aimed at improving customer experience metrics (ASAT, QA) by collaborating with cross-functional teams

Identify and analyze customer issues, providing thorough and effective solutions to enhance customer satisfaction

Develop subject matter expertise in areas such as Options and Margin trading to effectively handle and resolve technical customer queries

Utilize customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions

Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness

Address escalated customer issues, ensuring swift resolution while balancing business integrity and regulatory compliance

Engage in continuous learning and actively participate in team-driven process improvements

Qualification

Options tradingMargin tradingActive Series 7 & 63Customer insights analysisCross-functional collaborationCRM tools familiarityEmpathyProblem-solvingContinuous learning

Required

2+ years of customer experience within financial services, including at least 1 year working in an active trader role or on a trade desk

Active Series 7 & 63

Demonstrated ability to collaborate with cross-functional teams (Product, Compliance, Engineering) to enhance product functionality and customer satisfaction

Proven track record of effectively handling escalated customers and successfully de-escalating them

Familiarity with support platforms and CRM tools (e.g. Salesforce)

Enthusiasm for financial markets, trading platforms, and fintech innovations