Fraud Investigations Analyst

About the role

The Fraud Investigator (Customer Protection Team) is responsible for handling inbound customer calls for customers with an active fraud alert and account restriction. The team investigates fraud alerts, determines fraud or no fraud utilizing tools and investigative skills, and helps identify emerging fraud trends through data analysis. The team works directly with the customer via phone to gather additional information to help make a fraud determination on their account.

Responsibilities

• Handling inbound phone calls from Robinhood customers with active fraud alerts and account restrictions and taking those fraud cases to the finish line by applying investigative techniques according to the internal procedures and policies
• Conduct in-depth and timely investigations on accounts flagged for fraud, across a range of payment vehicles including ACH, Debit Card, Cryptocurrency and Wire Transfers
• Using critical thinking and pattern detection to discover proactive ways to identify emerging fraud
• Documenting the rationale and determination for each alert and referring to other teams where necessary
• Gathering key information from the customer regarding their account as well as applicable documentation. Communicating with customers next steps and setting expectations.

Requirements

Prior fraud or investigative experience preferred, including knowledge of various fraud activities such as Account Takeovers, Identity Theft and Money Movement Fraud, among others; or, equivalent experience adjacent to fraud investigations.

Ability to work closely with customers verbally to address concerns related to fraud while maintaining a high level of customer service

Proactively identify problems and come up with solutions (ability to think outside-the-box)

Strong interpersonal skills. Experience working with cross-functional teams.

Qualifications

High school diploma or equivalent required. Bachelor's degree preferred.

Skills

• Excellent written and verbal communication skills
• Strong attention to detail
• Ability to operate in a fast-paced environment

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 to fuel your work, 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!

Pay

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. The expected hourly range for this role is based on the location where the work will be performed and is aligned to one of 2 compensation zones.

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