Fraud Investigator - Customer Protection

Join us in building the future of finance.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, keep reading.About the team + roleWe are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. 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) is responsible for handling inbound customer calls for customers with an active fraud alert and account restriction. The team investigates fraud alerts, determining fraud or no fraud utilizing tools and investigative skills, and helping 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.This role is based in our Lake Mary, Florida or Denver, CO office(s), with in-person attendance expected at least 3 days per week. Hours may vary from Monday through Friday between the hours of 7am to 9pm ET. .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.What you’ll doConduct in-depth and timely investigations on accounts flagged for fraud, across a range of payment vehicles including ACH, Debit Card, Cryptocurrency and Wire TransfersHandling inbound phone calls from users with fraud restrictions and taking those fraud cases to the finish line by applying investigative techniques according to the internal procedures and policiesUsing critical thinking and pattern detection to discover proactive ways to identify emerging fraudDocumenting the rationale and determination for each alert and referring to other teams where necessaryGathering key information from the customer regarding their account as well as applicable documentation.Communicating with customers next steps and setting expectations.What you bring2+ years experience in fraud investigations including in-depth knowledge of various fraud activities such as Account Takeovers, Identity Theft, Money Mule, and Money Movement Fraud, among others; or, equivalent experience adjacent to fraud investigations.Proactively identify problems and come up with solutions (ability to think outside-the-box)Ability to operate in a fast paced environmentGood written and verbal communication, analytical skills, and strong attention to detailStrong interpersonal skills, experience working with cross-functional teams such as product, engineering, legal, compliance, vendor partners, or financial crimesPassionate about mentoring and working with junior fraud investigators and agents to help guide and explore careerAbility to work closely with customers to address concerns related to fraud while maintaining a high level of customer serviceCertified Fraud Examiner (CFE) certification not required but a plusWhat we offerChallenging, high-impact work to grow your careerPerformance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matchingTop Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependentsAccess to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and moreEmployer-paid life & disability insurance, fertility benefits, and mental health benefitsTime 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.In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.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 base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.Base Pay Range:Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)$31—$37 USDZone 2 (Denver, CO; Westlake, TX; Chicago, IL)$28—$33 USDZone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)$27—$32 USDClick here to learn more about our Total Rewards, which vary by region and entity.If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review thePrivacy Policy for your country of application.