Fintech Concierge Desk Lead, Customer Experience

Rainfall Ventures; Westlake (OH); On-site; USD 97,000 - 114,000; Full time

Benefits offered by this job

Health insurance

Equity ownership

401(k) matching

Bonus opportunities

Lifestyle wallet

Life & disability insurance

Fertility benefits

Mental health benefits

Paid time off

Company holidays

Catered meals

Job summary

Robinhood is seeking a Customer Experience Manager - Concierge Desk to lead a team of licensed representatives serving our power-user base and helping clients achieve their financial goals.

The role requires FINRA licenses, a Bachelor's degree, and 4+ years in customer-facing operations with team leadership experience. Competitive base pay, bonus opportunities, and comprehensive benefits are offered. In-person work at Westlake, TX is expected.

Qualifications

• FINRA Series 7, 63 and 24 or 9/10 licenses required.
• Bachelor’s degree from an accredited institution.
• 4+ years in customer-facing operations.
• 4+ years leading customer-facing teams, preferably with a sales and/or advisory work.
• Strong management toolkit and a reputation for leaving thriving employees in your wake.
• Principled integrity and strong dedication to professionalism.
• Experience in a high-paced proactive environment.
• Strong understanding of customer profitability to help craft unique solutions.

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 and high quality standards.
• 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 teams assisting our most active traders. This role team assists the most sophisticated subject areas of our operations: Options trading, Margin, Equities trading, and Day Trade regulations, as well as general account servicing needs.
• Interact frequently with our Middle-Office, Back-Office, Risk, and Compliance teams.
• Work with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams.
• Leverage problem solving skills to assist the team in identifying and creating unique solutions for customers.
• Handle customer issues and escalation from your team.
• Leverage good business acumen and judgment to assist in negotiations and earning business.

Skills

FINRA Licenses

Leadership

Customer-facing Ops

Team Management

Education

Bachelor’s Degree

Job description

Robinhood is seeking a Customer Experience Manager - Concierge Desk to lead a team of licensed representatives serving our power-user base and helping clients achieve their financial goals.

The role requires FINRA licenses, a Bachelor's degree, and 4+ years in customer-facing operations with team leadership experience. Competitive base pay, bonus opportunities, and comprehensive benefits are offered. In-person work at Westlake, TX is expected.