Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.
With growth as the top priority...
The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.
About the team + role
The Banking Dispute Ops team is responsible for resolving customer dispute issues and investigating complex situations while being an advocate for our customers and providing a fair and empathetic customer experience.
As a Disputes Investigator, you will serve as a subject matter expert on disputes (fraud and/or merchant disputes) and Regulation E. You will be responsible for assisting our cardholders with their most challenging inquiries involving issues with purchases or when the customer experiences fraud on their account. You’ll delve into the specifics of individual dispute cases while also contributing to the broader strategy to ensure the disputes department is compliant with regulations. You’ll take ownership of escalated dispute cases, collaborate with other teams to conduct in
The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.
Shifts Available:
- Sun to Thur: 10:00 AM to 7:00 PM ET
- Tues to Sat: 11:00 AM to 8:00 PM ET
What you’ll do
- You have deep customer empathy and are passionate about providing exceptional customer service to every customer
- You are a critical thinker, a problem solver and are able to be agile and flexible as processes evolve
- You are confident in making sound judgment calls within the confines of structured guidelines and your own research abilities (while asking questions or escalating when necessary)
- You like digging into the details and have a keen eye for spotting trends that could indicate a product bug or issue
- You are an effective and diplomatic communicator that works well with internal and external teams.
- You’re hungry to learn and grow alongside a growing business
What you bring
- 2+ years of disputes, investigation or resolving complex issues
- Basic understanding of financial products (Mastercard, ACH, MoneyPass)
- Strong troubleshooting and problem solving skills
- Experience investigating fraud issues is a plus
- Previous experience with text or email customer support is a plus
- Basic working knowledge of Zendesk is a plus
What we offer
- Market competitive and pay equity-focused compensation structure
- 100% paid health insurance for employees with 90% coverage for dependents
- Annual lifestyle wallet for personal wellness, learning and development, and more!
- Lifetime maximum benefit for family forming and fertility benefits
- Dedicated mental health support for employees and eligible dependents
- Generous time away including company holidays, paid time off, sick time, parental leave, and more!
- Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.
Please see the independent bias audit report covering our use of Covey here.
Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan.
Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)
$23—$27 USD
Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)
$23—$27 USD
Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)
$22.10—$26 USD
Click here to learn more about available Benefits, which vary by region and Robinhood entity.
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 embraces a diversity of backgrounds and experiences 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. Please review the specific Robinhood Privacy Policy applicable to the country where you are applying.
Top Skills
Robinhood Denver, Colorado, USA Office
Located in Denver's historic and lively Highland neighborhood featuring chic cocktail bars and trendsetting restaurants.
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