Options & Margin Expert - Customer Experience

Robinhood; Bellevue (WA); Hybrid; USD 71,000 - 83,000; Full time

Benefits offered by this job

Health insurance

Dependent coverage

Lifestyle wallet

Job summary

Robinhood is seeking an experienced Customer Experience Representative, Advanced Services to support complex issues, especially in Options and Margin trading, across multiple office locations. You will collaborate with Product, Compliance, and Engineering to improve functionality and customer satisfaction, while upholding regulatory standards and risk management.

The role emphasizes empathy, product knowledge, and the ability to de-escalate challenging situations as a voice of the customer.

Qualifications

• 3+ years of customer experience within financial services, including at least 1 year in an active trader role or on a trade desk.
• Active Series 7 & 63 required; Series 3 & 4 a bonus.
• Familiarity with support platforms and CRM tools (e.g., Salesforce).

Responsibilities

• Support key initiatives aimed at improving customer experience metrics (ASAT, QA) by collaborating with cross-functional teams.
• Identify and analyze customer issues, providing thorough and effective solutions to enhance customer satisfaction.
• Develop subject matter expertise in areas such as Options and Margin trading to effectively handle and resolve technical customer queries.
• Utilize customer insights and data analytics to identify trends, elevate findings, and propose customer-centric solutions.
• Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness.
• Address escalated customer issues, ensuring swift resolution while balancing business integrity and regulatory compliance.
• Engage in continuous learning and actively participate in team-driven process improvements.
• Provide customer support for Event Contracts upon obtaining Series 3 licensure, leveraging strong derivatives and risk management expertise

Skills

Customer experience

Series 7

Series 63

Cross-functional collaboration

CRM tools

Tools

Salesforce

Job description

Robinhood is seeking an experienced Customer Experience Representative, Advanced Services to support complex issues, especially in Options and Margin trading, across multiple office locations. You will collaborate with Product, Compliance, and Engineering to improve functionality and customer satisfaction, while upholding regulatory standards and risk management.

The role emphasizes empathy, product knowledge, and the ability to de-escalate challenging situations as a voice of the customer.