Customer Experience Associate, Core Services Resolutions Desk (Fintech)

Location: Denver, CO or Westlake, TX; the role is performed at one of the listed locations.

Base pay: $21.30–$25 USD per hour in Denver or Westlake. The role is also eligible for bonus opportunities and benefits.

Company

Robinhood is a financial services company focused on democratizing finance and building the future of finance.

What you will do

• Provide real-time support to customer experience agents through chat, email, and phone.
• Answer questions using documented policies, procedures, and escalation playbooks.
• Handle escalations from day one, resolving straightforward cases and developing capability with more complex cases.
• Use a teaching-oriented communication style to help agents handle similar questions independently.
• Issue goodwill credits and refunds within authorized limits and escalate exceptions to a manager.
• Document interactions accurately and identify recurring questions or process gaps.

Requirements

• Customer-facing experience with a track record of strong performance.
• Excellent written and verbal communication skills.
• Ability to apply policies and procedures during live escalations and recognize when supervisor support is needed.
• Ability to de-escalate tense situations through empathetic and confident communication.
• Developing critical-thinking and problem-solving skills, with strong organization and attention to detail.
• This is an unlicensed role; prior escalation experience is not required.

Nice to have

• Contact center experience.
• Exposure to compliance or FINRA regulations.
• Pattern-recognition skills for identifying recurring issues.
• Interest in eventually pursuing an SIE, Series 7, or Series 24 license.

Culture & Benefits

• Work with internal and external customers in a service-focused environment.
• Bonus opportunities in addition to base pay.
• Benefits vary by region and employing entity.
• Equal opportunity employment and reasonable accommodations are provided.