Robinhood is on a mission to democratize finance for all, and they are seeking a Fraud Investigations Analyst to join their Customer Protection Team. This role involves handling inbound customer calls regarding fraud alerts, conducting investigations, and identifying emerging fraud trends through data analysis.
Responsibilities
- Handling inbound phone calls from Robinhood customers with active fraud alerts and account restrictions and taking those fraud cases to the finish line by applying investigative techniques according to the internal procedures and policies
- Conduct in-depth and timely investigations on accounts flagged for fraud, across a range of payment vehicles including ACH, Debit Card, Cryptocurrency and Wire Transfers
- Using critical thinking and pattern detection to discover proactive ways to identify emerging fraud
- Documenting the rationale and determination for each alert and referring to other teams where necessary
- Gathering key information from the customer regarding their account as well as applicable documentation
- Communicating with customers next steps and setting expectations
Skills
- Prior fraud or investigative experience preferred, including knowledge of various fraud activities such as Account Takeovers, Identity Theft and Money Movement Fraud, among others; or, equivalent experience adjacent to fraud investigations
- Ability to work closely with customers verbally to address concerns related to fraud while maintaining a high level of customer service
- Proactively identify problems and come up with solutions (ability to think outside-the-box)
- Ability to operate in a fast paced environment
- Good written and verbal communication, analytical skills, and strong attention to detail
- Strong interpersonal skills
- Experience working with cross-functional teams
Benefits
- 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.
Company Overview
- Robinhood is a stock brokerage that allows customers to buy and sell stocks, options, ETFs, and cryptocurrencies with zero commission. It was founded in 2013, and is headquartered in Menlo Park, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.robinhood.com.