Fraud Investigator - Customer Protection

Socket.dev; Denver (CO); On-site; USD 80,231,000 - 94,558,000; Full time

Job summary

Robinhood is seeking a Fraud Investigator to handle inbound calls from customers with fraud alerts, conduct thorough investigations, and determine fraud outcomes. You’ll work with various payment vehicles and collaborate with product, engineering, legal, and compliance teams to identify trends and protect customers.

The role requires 2+ years in fraud investigations, strong analytical and communication skills, and the ability to operate in a fast-paced environment.

Qualifications

• 2+ years of experience in fraud investigations or related field.
• Experience with Account Takeovers, Identity Theft or Money Fraud is a plus.
• Strong analytical, communication, and problem-solving abilities.
• Ability to work in a fast-paced environment and collaborate across teams.

Responsibilities

• Conduct in-depth investigations on fraud-flagged accounts across payment channels.
• Handle inbound calls from users with fraud restrictions and drive cases to closure.
• Apply investigative techniques in line with internal procedures and policies.
• Identify emerging fraud patterns through data analysis and pattern detection.
• Document rationale and determinations for each alert; coordinate with other teams.
• Gather information from customers and communicate next steps and expectations.

Skills

Fraud investigations

Analytical skills

Written & verbal comms

Cross-functional collab

Job description

Join us in building the future of finance.

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.

The Fraud Investigator (Customer Protection Team) is responsible for handling inbound customer calls for customers with an active fraud alert and account restriction. The team investigates fraud alerts, determining fraud or no fraud utilizing tools and investigative skills, and helping identify emerging fraud trends through data analysis. The team works directly with the customer via phone to gather additional information to help make a fraud determination on their account.

This role is based in our Lake Mary, Florida or Denver, CO office(s), with in-person attendance expected at least 3 days per week. Hours may vary from Monday through Friday between the hours of 7am to 9pm ET. .

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

What you’ll do

• Conduct in-depth and timely investigations on accounts flagged for fraud, across a range of payment vehicles including ACH, Debit Card, Cryptocurrency and Wire Transfers
• Handling inbound phone calls from users with fraud restrictions and taking those fraud cases to the finish line by applying investigative techniques according to the internal procedures and policies
• Using critical thinking and pattern detection to discover proactive ways to identify emerging fraud
• Documenting the rationale and determination for each alert and referring to other teams where necessary
• Gathering key information from the customer regarding their account as well as applicable documentation.
• Communicating with customers next steps and setting expectations.

What you bring

• 2+ years experience in fraud investigations including in-depth knowledge of various fraud activities such as Account Takeovers, Identity Theft, Money Mule, and Money Movement Fraud, among others; or, equivalent experience adjacent to fraud investigations.
• Proactively identify problems and come up with solutions (ability to think outside-the-box)
• Ability to operate in a fast paced environment
• Good written and verbal communication, analytical skills, and strong attention to detail
• Strong interpersonal skills, experience working with cross-functional teams such as product, engineering, legal, compliance, vendor partners, or financial crimes
• Passionate about mentoring and working with junior fraud investigators and agents to help guide and explore career
• Ability to work closely with customers to address concerns related to fraud while maintaining a high level of customer service
• Certified Fraud Examiner (CFE) certification not required but a plus

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.

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. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Base Pay Range:

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)

$31 — $37 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$28 — $33 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)

$27 — $32 USD

Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.