Customer Experience Representative, Advanced Services (Fintech)

Location: Chicago, IL; Denver, CO; or Westlake, TX. Remote overnight and mid-shift schedules are recruiting, while in-office day shifts are also available. In-person attendance is required 5 days per week during the 9-week onboarding period, followed by 3 days every other week.

Base pay: $34–$40 USD per hour for Zone 2 locations, including Chicago, Denver, and Westlake. Other compensation zones offer $33.15–$40 USD per hour.

Company

Robinhood is a fintech company building products intended to democratize finance and improve access to financial markets.

What you will do

  • Resolve complex and escalated customer issues involving options and margin trading.
  • Support customer experience initiatives and improve ASAT and QA metrics with cross-functional partners.
  • Analyze customer insights and data to identify trends, escalate findings, and propose customer-focused solutions.
  • Build subject matter expertise in options, margin, derivatives, and risk management.
  • Contribute to knowledge bases, training materials, and onboarding processes.
  • Provide support for Event Contracts after obtaining Series 3 licensure while maintaining regulatory compliance.

Requirements

  • 3+ years of customer experience in financial services, including at least 1 year in an active trader role or on a trade desk.
  • Active Series 7 and Series 63 licenses.
  • Experience handling escalated customers and de-escalating difficult situations.
  • Ability to collaborate with Product, Compliance, and Engineering teams.
  • Familiarity with support platforms and CRM tools such as Salesforce.
  • Ability to attend the required in-person schedule at a Chicago, Denver, or Westlake office.

Nice to have

  • Series 3 and Series 4 licenses.
  • Experience with derivatives and risk management.

Culture & Benefits

  • High-impact work focused on customer experience and financial technology.
  • Performance-driven compensation with bonus opportunities, equity ownership, and 401(k) matching.
  • Company-paid health insurance for employees and partial dependent coverage.
  • Flexible lifestyle wallet for wellness, learning, and other benefits.
  • Paid time off, sick time, company holidays, parental leave, life and disability insurance, fertility benefits, and mental health support.
  • Catered meals, office events, and supported workspaces.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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