Senior Collections Operations Specialist

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. 

As a Collections Customer Operations Specialist, reporting into the Director of Business Analysis, you will be a subject matter expert on all Collections operations and customer support processes. You’ll work closely with our vendor support agents to ensure that our Collections program is working as efficiently and effectively as possible. 

This role is based in our Chicago, IL, Westlake, TX or Denver, CO office(s), with in-person attendance expected at least 3 days per week.

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. 

• Daily Operations: ensure smooth day-to-day execution of Collections tasks and communications.
• Travel: You will be required to travel frequently to the BPO site(s) as often as once a month for a week at a time to monitor operations and strengthen the partnership with our vendor in Mexico (and in future in other nearshore locations)
• Queue Management: respond to and guide vendor agents on escalated tickets, oversee the Settlements process. 
• Vendor Agent Support and Partnership: attend weekly meetings with vendor team leadership, support the vendor team by providing additional training, resources, etc. 
• Quality Assurance and Reporting: uphold and align quality standards across the Collections function through regular review and calibration.
• Metrics Review: drive recurring account reviews to maintain overall operational health and accuracy. 
• Process Improvement: monitor current processes for opportunities for efficiency and improvement. Present projects to relevant stakeholders.

• 3+ years experience in a customer-facing role
• Strong written communication skills
• Excellent attention to detail and problem-solving abilities
• Effective organizational and time management skills 
• Previous experience in Collections and working with BPOs on-site
• Strong interpersonal skills in working internationally with the ability to bridge different cultures to improve business outcomes

• 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.