Customer Experience Associate, Pathway - New Graduates or Early Talent - Robinhood

About the team + role

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 radical customer focus related to a range of needs from simplistic to complex through email, phone and/or chat 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. We offer a variety of schedules crafted to meet our customers and employee needs.

This application is for our early talent with an anticipation start date in

June. We are looking for recent graduates or entry level professionals who have customer facing experience that are interested in the FINRA licensing training program.

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.

Applications for this role will be accepted through May 15, 2024. Please connect with your recruiter for more information about this role’s application window.

What you’ll do

• CXR Pathway Program Outline:
• Step 1; Licensing Focus & Completion (with paid study time)
• Step 2: Foundational Training & Proficiency
• Step 3: Broker Training & Proficiency
• Step 4: Full production: Including the following

Delivering an outstanding customer experience for customers through email, chat, 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 ambiguity and a fast paced environment. Embraces 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 ~ 10 weeks to achieve licensing (FINRA SIE, Series 7 & Series 63) alongside the rest of your cohort
• 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 CX 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 (initial and/or future shift assignment may include evenings and weekend hours)
• FINRA licenses is preferred
• Experience working in a call-center environment is preferred

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