Fraud Investigator - Customer Protection

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. 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 do

• 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
• Handling 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 policies
• 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. 

What you bring

• 2+ 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 environment
• Good written and verbal communication, analytical skills, and strong attention to detail
• Strong interpersonal skills, experience working with cross-functional teams such as product, engineering, legal, compliance, vendor partners, or financial crimes
• Passionate about mentoring and working with junior fraud investigators and agents to help guide and explore career
• Ability to work closely with customers to address concerns related to fraud while maintaining a high level of customer service
• Certified Fraud Examiner (CFE) certification not required but a plus