Fraud Investigations Analyst

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 Denver, CO or Westlake, TX office(s), with in-person attendance expected at least 3 days per week.

This role may be required to work a weekday (M-F) or weekend (Sat-Sun) shift during hours of operation which is 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. 

What you’ll do

• 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. 

What you bring

• 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)
• 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. 

What we offer

• 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!
• Exceptional office experience with catered meals, events, and comfortable workspaces.