Customer Experience Representative – Advanced Services
| Company | Robinhood |
|---|---|
| Location | Westlake, TX, USA, Chicago, IL, USA, Lake Mary, FL, USA, Denver, CO, USA |
| Salary | $33.15 – $40 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level |
Requirements
- 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
- 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
Responsibilities
- 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
Preferred Qualifications
- 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