Description
Join Robinhood in building the future of finance, where an estimated $124 trillion of assets will be inherited by younger generations in the next two decades.
We are seeking a Customer Experience Representative to join the Trump Accounts Resolution Desk team, which helps customers navigate a new, high-visibility support experience tied to Robinhood's role as the brokerage and initial trustee for the federal Trump Accounts program.
As a member of this team, you will deliver an outstanding customer experience for Trump Accounts customers through phone, email, and chat channels. You will drive continuous improvement by surfacing patterns and friction points unique to a new, high-visibility platform still being refined post-launch. Additionally, you will grow your financial services expertise as you develop deep subject mastery of the product offering: eligibility, contributions, and custodial account mechanics, alongside complex financial concepts like equities trading, margin, and options trading.
Responsibilities:
- Deliver an outstanding customer experience for Trump Accounts customers through phone, email, and chat channels
- Drive continuous improvement by surfacing patterns and friction points unique to a new, high-visibility platform still being refined post-launch
- Grow your financial services expertise as you develop deep subject mastery of the product offering: eligibility, contributions, and custodial account mechanics, alongside complex financial concepts like equities trading, margin, and options trading
- Aggregate feedback from Customer Experience agent interactions to highlight recurring process pain points and product gaps to leadership
- Maintain flexible availability to ensure consistent internal support coverage for customers during evenings, weekends, and special events
Requirements:
- Active FINRA Series 7 and 63 Licenses with an ability to quickly put your brokerage knowledge into action
- Excellent customer service, written and verbal communication skills with a passion to support customers
- Comfort operating in a high-visibility, high-scrutiny support environment tied to a national program
- Effectiveness and willingness to adapt to CX experience delivery through phone and written channels
- Ability to quickly defuse customer anxiety through exceptional customer service skills
- Self-starter and ambitious learner who is comfortable with ambiguity and a fast-paced environment
- Able to exercise independent thought and judgment, adapt to new tasks, and prioritize tasks in a multi-task environment
- Schedule flexibility as we evolve to meet the growing demands of our customers
Benefits:
- Challenging, high-impact work to grow your career
- Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
- Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
- Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds
- Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not
- Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
- Employer-paid life & disability insurance, fertility benefits, and mental health benefits
- Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
- Exceptional office experience with catered meals, events, and comfortable workspaces
The expected hourly range for this role is $24.70-$29 USD.