Customer Experience Associate, Pathways - New Graduates

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 CXR Pathway Program serves as an entry point for diverse talent to build a career in financial services. The CXR Pathway will help you build foundational knowledge and gain confidence to attain the required FINRA SIE, Series 7 and Series 63 licenses to become a registered broker alongside your cohort. We demonstrate insane customer focus related to a range of needs from simplistic to complex through chat, email, and phone channels.

As a member of this team, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued. Your job is not only to help our customers, but to help us learn as a company from each interaction, so that we can make our customers' experience using our products as seamless as possible.

This application is for our early talent with an anticipated start date in January. We are looking for recent graduates who have customer facing experience that are interested in becoming a Registered Representative through Robinhood's licensing and training program.

This role is based in our Denver, CO and Westlake, TX offices, with in-person attendance expected at least 5 days per week for the duration of your onboarding, which could be for 6 or more months.

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

• CXR Pathway Program Outline:

1. Introduction to Licensing (with paid study time)
2. Foundational Training & Proficiency
3. Completion of Licensing
4. Registered Representative Training & Proficiency
5. Team Alignment & Production, which will include the following:

• Delivering an outstanding customer experience for customers through chat, email, and phone channels
• Driving continuous improvement to delight customers by acting as the voice of the customer by identifying and communicating improved ways to serve our customers
• Growing your financial services expertise as you develop proficiency in a range financial concepts

What you bring

• Self-starter and ambitious learner who is comfortable with a fast-paced, evolving customer support landscape and embraces skill development through coaching, feedback, and goal setting
• Bachelor’s degree or experience working in the financial services industry is preferred
• Ready to demonstrate commitment and resilience over 26 weeks to achieve both licensing completion and Registered Representative proficiency
• Able to exercise independent thought and judgment, adapt to new tasks, and able to prioritize tasks in a multi-task environment
• Excellent written and verbal communication skills with a passion to support customers through various channels
• Effectiveness and willingness to adapt to customer experience delivery through phone and written channels
• Ability to quickly defuse customer anxiety through exceptional customer service skills
• Schedule flexibility as we evolve to meet the growing demands of our customers (future shift assignment may include evenings and weekend hours)
• Existing FINRA SIE license is preferred
• Experience working in a customer support environment is preferred

What we offer

• Challenging, high-impact work to grow your career
• Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
• Best in class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
• Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.