Manager of Fraud Investigations - Customer Protection

Join a leading fintech company that’s democratizing finance for all.

Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

With growth as the top priority...

The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.

About the team + role

The Fraud Investigation (Customer Protection) team's mission is to safeguard the firm and its customers by preventing and mitigating fraud losses.

As Customer Protection Team Manager, you will lead and support a team of front-line fraud investigators, providing mentorship and guidance to team leads, SMEs, and investigators. You will oversee fraud procedures, ensure quality standards, and manage case production at Robinhood. Additionally, you will be responsible for hiring new investigators and shaping our reporting, training, and professional development programs. This role requires close collaboration with cross-functional teams, including Governance, FinCrimes, Fraud Detection & Prevention, Vendor Relationship Management, Data, Engineering, Product, and CX teams.

It is preferred that this role is located in one of the office locations listed on this job description which will align with our in-office working environment. This position is only eligible for remote work in limited geographies within the US where we do not have physical office locations. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

What you’ll do

• Oversight of the day to day production of the Customer Protection team composed of fraud analysts, investigators, and a lead.
• Provide on-site subject matter expertise in current and emerging fraud typologies, investigative methods, customer-centric service, and company policies and resources.
• Close collaboration with other teams and departments to improve processes and manage escalations.
• Facilitate career paths and professional development of the analysts, investigators and leads under your supervision.
• Identify and implement efficiency and accuracy improvements throughout the investigation workflow and tools.
• Establish and monitor KPIs to drive success of the Customer Protection team
• Occasionally serve as fraud on-calls (rotation basis) including weekends/holidays

What you bring

• Bachelor's Degree
• 5+ years working in fraud operations role
• 3+ years of direct supervision experience
• Experience scaling, broadening, and maturing teams
• Experience with financial services fraud typologies
• Demonstrable experience executing in the details and continuously improving processes

What we offer

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter 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 salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan and Robinhood’s equity plan. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)$123,000—$145,000 USDZone 2 (Denver, CO; Westlake, TX; Chicago, IL)$109,000—$128,000 USDZone 3 (Lake Mary, FL)$96,000—$113,000 USD

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