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Customer Experience Associate, Core Services Resolutions Desk

Robinhood
Location
Denver, CO; Westlake, TX
Posted
19 days ago
Department
Customer Care
What they actually want (must-haves)
  • Experience in a customer-facing role
  • Excellent written and verbal communication skills
  • Comfortable applying documented policies and procedures on live escalations
  • Ability to quickly defuse anxiety and de-escalate tense situations
  • Developing critical-thinking and problem-solving skills
  • Strong organizational skills and attention to detail
Nice to have
  • Prior experience in a contact center environment
  • Exposure to compliance or FINRA regulations
  • Demonstrated pattern-recognition skills
  • High empathy paired with a teach-vs-tell communication style
  • Interest in eventually pursuing an SIE, Series 7, and/or Series 24 license
What the job really is

As a Customer Experience Associate on the Resolutions Desk, you will provide real-time support to customer experience agents by answering their questions and handling escalations through chat, email, and phone. Your role involves applying documented policies to resolve straightforward cases, issuing goodwill credits, and logging interactions accurately. Over time, you will take on more complex cases and help agents improve their skills through a teaching approach.

Things to weigh
  • Base pay range varies by location and is dependent on various factors
  • This is an unlicensed role, which may limit certain career advancement opportunities
  • Role involves handling escalations from day one, which may be stressful for some candidates
Job score2.4/5
Benefits1/5
Freshness4/5
Career value3/5
Role clarity4/5
Pay transparency0/5

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