Account Operations Team Lead (Balance Recovery)

| Greater Denver Area
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Join a leading fintech company that’s democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers, removing fees, and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

Just as we focus on our customers, we also strive to create an inclusive environment where our employees can thrive and do impactful work. We are proud of the world class products and company culture we continue to build and have been recognized as:

  • A Great Place to Work
  • A CNBC Disruptor 50 in 2019 and 2020
  • A LinkedIn Top Startup in 2017, 2018, 2019 and 2020

Robinhood is backed by leading investors that include DST Global, Index Ventures, NEA, Ribbit Capital, Thrive Capital, and Sequoia.

Check out life at Robinhood on The Muse!

About the team:

Robinhood is seeking a Team Lead for it’s Balance Recovery team. As a Lead you will work on a multi-facet team that provides customer outreach and support to help well-intentioned customers sustainably repay accidental losses and come back to the platform as one they trust. In this role, you will be interacting with clients and leading a team responsible for a subset of the Asset Movements tasks. This is a unique opportunity to lead one of the most important and efficient pillars of Robinhood’s business.

What you’ll do day-to-day:

  • Lead an area responsible for customer interactions related to educating customers on investing and the meaning and ramifications of negative balances, fostering positive relationships with existing customers by providing clear and responsive communication.
  • Maintain appropriate escalation paths for incoming customer inquiries
  • Maintain proper desk coverage and meet SLA’s for daily operational tasks
  • Coordinate escalations and operational engagement with Robinhood’s third-party partners and vendors to ensure world-class customer experience
  • Develop desk policies and standard operating procedures ensuring they remain up to date and accurate
  • Partner with teams across the company to serve as a subject matter expert for your area of expertise
  • Develop and maintain reporting on key metrics
  • Provide decision making assistance, handle customer escalations, implement process improvements and research complex customer issues

About you:

  • Bachelor’s Degree or equivalent work experience
  • Experience working in collections or accounts receivables
  • Excellent interpersonal skills and ability to communicate in a clear, well organized manner
  • Exceptional client interaction skills
  • Demonstrate initiative to perform day to day tasks with limited supervision
  • Passion for leading people and working in a team environment
  • Ability to adapt to a changing environment

Bonus points:

  • FINRA SIE, Series 7, and Series 63
  • Analytical skills such as Looker, SQL, or Python

Colorado Residents Only: In accordance with Colorado state law, Robinhood provides an estimate of the pay range associated with this role. In Colorado, the target salary for this position is $65,000 to $77,000. Pay is based on several factors, including but not limited to education, work experience and certifications. Successful candidates for this role are eligible to participate in Robinhood’s equity plan. Please note that this information is only provided publicly for candidates in Colorado, but the role is open to candidates outside of Colorado as well.

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review Robinhood's Privacy Policy please visit rbnhd.co/applicant-privacy.

Robinhood's benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).

More Information on Robinhood
Robinhood operates in the Cryptocurrency industry. The company is located in Menlo Park, CA, Denver, CO, New York, NY, Washington DC, DC, Lake Mary, FL, Westlake, TX and Kirkland, WA. Robinhood was founded in 2013. It has 3464 total employees. It offers perks and benefits such as Volunteer in local community, Friends outside of work, Eat lunch together, Intracompany committees, Open door policy and OKR operational model. To see all 3 open jobs at Robinhood, click here.
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