Executive Escalations Specialist (Financial Services)

Robinhood; Chicago (IL); On-site; USD 46,838 - 55,104; Full time

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Catered meals

Wellness wallet

Parental leave

Job summary

Robinhood is seeking a Customer Experience Escalations Specialist to investigate and resolve sensitive customer cases requiring advanced problem solving and strong communication. You will collaborate with cross-functional partners to deliver thoughtful resolutions while protecting the Robinhood brand.

The role focuses on escalations originating from leadership, regulatory inquiries, or other high-risk channels, with in-office attendance in Denver or Westlake.

Qualifications

• FINRA licenses required.
• 2+ years in financial services customer support.
• Strong analytical and investigative skills.
• Experience handling escalated/sensitive customer situations.
• Strong ownership, judgment and adaptability.
• Excellent written and verbal communication with executives and cross-functional partners.

Responsibilities

• Resolve customer escalations across support channels.
• Investigate and resolve complex issues escalated by leadership or regulatory bodies.
• Provide case summaries, risk assessments, and resolutions with Compliance, Legal, and senior leadership.
• Conduct root cause analysis to identify drivers of poor customer experiences and suggest improvements.
• De-escalate sensitive situations with professionalism and empathy.
• Manage high-visibility cases from social media and public platforms with timely responses.

Skills

FINRA Series 7

FINRA Series 63

FINRA Series 24

FINRA Series 66

Customer service

Analytical skills

Communication skills

Problem solving

Job description

Robinhood is seeking a Customer Experience Escalations Specialist to investigate and resolve sensitive customer cases requiring advanced problem solving and strong communication. You will collaborate with cross-functional partners to deliver thoughtful resolutions while protecting the Robinhood brand.

The role focuses on escalations originating from leadership, regulatory inquiries, or other high-risk channels, with in-office attendance in Denver or Westlake.