Customer Experience Associate

6 months ago

London, United Kingdom Robinhood Full time

**Join 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 build...**

We'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 is looking for an Customer Experience Associate to help support our Operations team based in the United Kingdom (UK) and who has experience in financial services, customer operations and support and is excited to work at the intersection of regulation, technology, and finance. We are looking for a highly adaptable and collaborative person who can handle ambiguity and rapidly shifting priorities with flexibility and patience.

We're thrilled to be expanding this year as Robinhood is hiring world-class talent in the UK. Our team of Hoodies in our London office will enable Robinhood to continue creating great financial products on our journey towards democratising finance for all.

As we transform the future of finance, we invite you to help us define our place in a global conversation.

**What you'll do**:

- Build and maintain appropriate frameworks and dashboards to maintain oversight of interactions with customers, and service received from Robinhood Customer Support across multiple channels.
- Assist in investigating and escalating customer complaints, working together with the Risk & Compliance team to resolve customer complaints in accordance with internal processes and policies.
- Conduct root cause analysis and recommendations to continuously improve our customer support and services.
- Willing to support across a range of areas including customer service, customer administration and customer onboarding.
- Support the delivery and continuous monitoring of good outcomes to customers in line with regulatory and Consumer Duty principles.
- Responsible for creating and maintaining customer experience operational Standard Operating Procedures and processes and aligning them with the executing operational teams.
- Conduct periodic risk and control self-assessments (RCSAs) on customer related processes, including ongoing control testing.
- Work closely with our engineering and product teams to launch, enhance and scale Robinhood's processes, products, and systems related to customer support
- Foster a culture of professionalism, high ethical standards, personal development, and regulatory compliance and promoting the core values and risk culture.
- Track changes to regulations and best practices regarding customer service and investment operations.
- Oversee and monitor the performance of customer support operational business partners within the group in line with the intercompany agreements and SLAs.

**What you bring**:

- Based in the United Kingdom
- Bachelor's degree or equivalent practical experience
- 3 - 6 years of customer operations experience specialising in financial services
- Thorough knowledge of finance topics like: customer support, customer complaints, consumer duty guidelines, governance, relevant regulations and risk & control frameworks
- Exceptional attention to detail and strong problem-solving skills
- Excellent written and oral communication skills
- Collaborative mindset
- Open minded, curious, knowledgeable, proactive and not being afraid of asking for help and offering help
- Self-starter with ability to work independently and coordinate across multiple functional groups
- Resourceful and adaptive in fast-paced, entrepreneurial environments
- Strong Robinhood product knowledge
- Understanding of Customer Support / Customer Experience
- Data proficiency to self serve

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. You can view comp zones for our US office locations in the table below. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

**Office locations (by comp zone)**
US Zone 1: Menlo Park, CA; New York, NY; Seattle, WA; Washington, D.C.
US Zone 2: Denver, CO; Westlake (Dallas), TX; Chicago, IL
US Zone 3: Lake Mary, FL

Click here to learn more about Robinhood's Benefits.

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