Senior Manager of Fraud Operations

April 08, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A
Join a leading fintech company that's democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is 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.

As we continue to build...

We're seeking curious thinkers looking to co-author the next chapters of our story. Joining now means helping shape our vision, structures and systems; playing a key-role as we launch into our ambitious future.

About the team:

The preferred location for this position is in or around Robinhood's offices in Denver, CO or Lake Mary, FL or Westlake, TX, with in-office work capabilities, as may be required by management.

At Robinhood, the Customer Trust & Safety organization includes Fraud Operations. Within Fraud Operations the CTS Support team is the unit charged with communicating with customers when they encounter fraud. As the Senior Manager of CTS Support, you'll serve as an integral part in the fraud life cycle by ensuring your team's effective and efficient communication with customers impacted by fraud. Customer contact can occur via email and telephone and includes preventative/detection outreach and responding to customer reported fraud concerns. You'll be responsible for such tasks as unlocking vendor performance and enhancing the customer communication strategy for fraud. Also responsible for ensuring scalable methods are leveraged to respond to customers and fraud trends with speed and efficiency.

What you'll do day-to-day:
  • Lead the Customer Trust and Safety Support resources that communicate with customers proactively and in response to customer reported concerns related to potential fraud while clearly communicating expectations and business needs.
  • Partner with internal collaborators and external partners to achieve top metrics and the highest quality in your team's daily work.
  • Mentor leaders on your team to improve the response to critical issues that balance a strong customer centricity, focus on mitigating fraud, and reduce regulatory exposure
  • Drive efficient processes and staffing that can respond quickly to changes in fraud while supporting the launch of new products
  • Develop, update and maintain CTS Support processes, policies and procedures.
  • Ensure regulatory compliance of your team and vendors.
  • Build and maintain effective relationships with our third party vendors while ensuring consistent compliance with policies and standards of work.
  • Work with internal and external partners, including: fraud operations, security, public relations, legal, product, engineering, law enforcement and industry partners to drive timely and accurate communication of updates and outcomes related to fraud initiated outreach.
  • Work with Senior Leadership and cross functionally to launch, improve and scale Robinhood products and systems.
  • Hold the team accountable to consistently meeting productivity goals with minimal error.
  • About you:
  • Bachelor's degree or equivalent practical experience
  • 7+ years experience in financial services/ brokerage fraud operations
  • 3+ years experience in leadership
  • 3+ years experience working with managed services vendors
  • Exceptional attention to detail and strong problem solving skills
  • Strong written and verbal communication and analytical skills
  • Strong interpersonal skills, experience working with cross-functional teams including product, engineering, legal, compliance, and financial crime
  • Resourceful and adaptive in fast-paced, entrepreneurial environments
  • Bonus points:
  • Experience with customer trust and safety within a tech organization
  • 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. You can view comp zones for our US office locations in the table below. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

    Office locations (by comp zone) US Zone 1: Menlo Park, NYC, Seattle, Washington DC US Zone 2: Denver, Westlake (Dallas), Chicago US Zone 3: Lake Mary

    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 promotes diversity 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. To review Robinhood's Privacy Policy please visit Robinhood - US Applicant Privacy Policy. If you are an an applicant located in the UK or EEA, please visit the Robinhood UK/EEA Applicant Privacy Policy.

    Click here to learn more about Robinhood's Benefits.

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