Finance CX Lead - Concierge Desk

WinsAbove; Denver, Northern (CO, KY); Hybrid; USD 97,000 - 114,000; Full time

Benefits offered by this job

100% employer-paid health insurance

401(k) matching

Bonuses

Equity ownership

Flexible time off

Job summary

Robinhood is seeking a Customer Experience Manager - Concierge Desk to lead a team of 12-15 licensed Concierge Desk professionals serving our top power-user base as they work toward their personal financial goals.

This role requires in-person attendance at the Denver, CO or Westlake, TX offices, with night/weekend coverage as needed and collaboration with middle-office, back-office, risk, and compliance teams to resolve complex inquiries.

Qualifications

• 4+ years experience in customer-facing operations, either at a respected mid-stage startup or a retail broker-dealer.
• 4+ years experience managing customer-facing teams, preferably with a sales and/or advisory work.
• Strong management toolkit with a reputation for leaving thriving employees in your wake.
• Experience in a high-paced proactive environment.
• Strong understanding of customer profitability to help craft unique solutions.
• FINRA securities licenses required: Series 7, 63, and 24 or 9/10.
• Bachelor’s Degree from an accredited institution

Responsibilities

• Lead 12-15 licensed Concierge Desk team members to produce outstanding results and improve their own skills.
• Develop agents to become proficient in value-added conversations and proactive up-selling via outreach.
• Coach and mentor your team, assisting in their professional development and helping them achieve top asset growth metrics.
• Provide service in a live-support, proactive outreach environment.
• Cultivate a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond.
• Serve as a trusted point of contact for our most active traders and assist with Options trading, Margin, Equities trading, and Day Trade regulations

Skills

Customer-facing operations

Team management

Sales/advisory experience

Regulatory compliance

High-paced environment

Customer profitability

Education

Bachelor’s Degree

Job description

Robinhood is seeking a Customer Experience Manager - Concierge Desk to lead a team of 12-15 licensed Concierge Desk professionals serving our top power-user base as they work toward their personal financial goals.

This role requires in-person attendance at the Denver, CO or Westlake, TX offices, with night/weekend coverage as needed and collaboration with middle-office, back-office, risk, and compliance teams to resolve complex inquiries.