Overnight Options & Margin Support Specialist

Robinhood Markets, Inc.; Bellevue, Northern (WA, KY); Hybrid; USD 71,000 - 83,000; Full time

Benefits offered by this job

100% paid health insurance

401(k) matching

Equity ownership

Bonus programs

Lifestyle wallet

Life & disability insurance

Job summary

Robinhood Markets, Inc. is seeking an Overnight Customer Experience Representative, Advanced Services to support customers in Chicago, Denver, and Westlake, focusing on options and margin issues with an emphasis on empowering traders.

You will collaborate with cross functional teams, resolve complex cases, and contribute to knowledge bases. Onboarding is in person for 9 weeks with remote overnight shifts afterward, requiring passion for fintech and customer service excellence.

Qualifications

• Three plus years of customer experience within financial services, including at least one year in an active trader role or on a trade desk.
• Active Series 7 and 63 licenses.
• Bonus if you hold Series 3 and 4 licenses.
• Demonstrated ability to collaborate with product, compliance, and engineering teams to enhance product functionality and customer satisfaction.
• Proven track record of handling escalated customers and de-escalating them effectively.
• Familiarity with CRM tools and platforms such as Salesforce.
• Enthusiasm for financial markets, trading platforms and fintech innovations.

Responsibilities

• Support initiatives aimed at improving customer experience metrics by collaborating with cross functional teams.
• Identify and analyze customer issues and provide thorough, effective solutions.
• Develop subject matter expertise in options and margin trading to handle queries.
• Use customer insights and data analytics to identify trends and propose customer centric solutions.
• Contribute to internal knowledge bases, training content and onboarding processes.
• Address escalated customer issues with swift resolution while balancing business integrity and regulatory compliance.
• Engage in continuous learning and team driven process improvements.
• Provide customer support for event contracts after Series 3 licensure.

Skills

Customer experience

Cross-functional collaboration

Tools

Salesforce

Job description

Robinhood Markets, Inc. is seeking an Overnight Customer Experience Representative, Advanced Services to support customers in Chicago, Denver, and Westlake, focusing on options and margin issues with an emphasis on empowering traders.

You will collaborate with cross functional teams, resolve complex cases, and contribute to knowledge bases. Onboarding is in person for 9 weeks with remote overnight shifts afterward, requiring passion for fintech and customer service excellence.