Fraud Investigations Analyst

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades—the largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, join us in building the future of finance.

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers, sharp problem-solvers, and builders who are wired to make an impact. Robinhood isn’t a place for complacency—it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.

The Fraud Investigator (Customer Protection Team) handles inbound customer calls for customers with an active fraud alert and account restriction. The team investigates fraud alerts, determines fraud or no fraud using tools and investigative skills, and identifies emerging fraud trends through data analysis. This role works directly with customers via phone to gather additional information and make fraud determinations. This role is based in our Denver, CO or Westlake, TX office(s), with in-person attendance expected at least 3 days per week. This role may require working a weekday (M-F) or weekend (Sat-Sun) shift during hours of operation (7am - 9pm EST).

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

Responsibilities

• Handle inbound phone calls from Robinhood customers with active fraud alerts and account restrictions, applying investigative techniques to resolve cases according to internal procedures and policies.
• Conduct in-depth and timely investigations on accounts flagged for fraud across payment vehicles including ACH, Debit Card, Cryptocurrency, and Wire Transfers.
• Use critical thinking and pattern detection to proactively identify emerging fraud trends.
• Document the rationale and determination for each alert and refer cases to other teams where necessary.
• Gather key information from customers regarding their accounts and applicable documentation, communicating next steps and setting expectations.

Requirements

• Prior fraud or investigative experience preferred, including knowledge of fraud activities such as Account Takeovers, Identity Theft, and Money Movement Fraud, or equivalent adjacent experience.
• Ability to work closely with customers verbally to address fraud-related concerns while maintaining high customer service standards.
• Proactively identify problems and develop solutions (ability to think outside-the-box).
• Ability to operate in a fast-paced environment.
• Strong written and verbal communication, analytical skills, and attention to detail.
• Strong interpersonal skills and experience working with cross-functional teams.

Benefits

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits, including 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.

Pay

Base pay for this role depends on job-related factors such as education, training, experience, location, business needs, or market demands. The expected hourly range is based on the work location and aligned to one of two compensation zones. This role is also eligible for participation in a Robinhood bonus plan.

• Zone 2 (Denver, CO; Westlake, TX; Chicago, IL): $23—$27 USD
• Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL): $22.10—$26 USD