Fraud Investigations Lead

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 Investigations Lead (Customer Protection Team) is responsible for leading a team of fraud investigators responsible for taking inbound phone calls from customers with an active fraud alert and account restrictions. The investigators review corresponding fraud alerts in which the lead serves as the subject matter expert in case and call handling. The lead mentors the junior investigators on the team. The lead also partners with product/engineering teams to implement fraud controls and escalate issues to management as necessary. 

This role partners with a people manager and will be heavily involved in the day-to-day operations of their specific team, while contributing to the wider Fraud Operations organization.

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

• Assist with managing escalations, both from internal Customer Protection Team as well as from other departments and external partners such as regulatory inquiries and other financial institutions
• Help lead syncs with team members
• Communicate product and procedure updates with the team
• Be the subject matter expert (SME) for the team and provide assistance to the investigators with case or call questions 
• Help with queue management and team performance tracking
• Help with Service Level Agreement (SLA) adherence and ensure the team has good case and call hygiene
• May spend part-time working alerts
• Work cross functionally with other departments including Engineering, Data Science, Product, and Financial Crimes, Knowledge Management, Learning & Development, and Customer Support amongst others. 
• Be available for fraud on-call for weekends during working weekend shifts and potentially on a rotation for weekdays.
• Assist with SEV tasks and delegations
• Provide decision making assistance, implement process improvements and research complex investigation issues
• Engage with the team manager and escalate issues as necessary

What you bring

• Bachelor’s degree in Business, Finance, Computer Science or other related field, or equivalent experience.
• 4+ years experience in fraud investigations including in-depth knowledge of various fraud activities such as Account Takeovers, Identity Theft, Authorized Push Payment (APP), True Party Fraud, and Money Mule Fraud
• Proactively identify problems and come up with solutions (ability to think outside-the-box)
• Ability to operate in a fast paced environment
• Proven good written and verbal communication, analytical skills, and strong attention to detail
• Strong interpersonal skills, experience working with cross-functional teams including product, engineering, legal, compliance, vendor partners, and financial crime
• Passionate about mentoring and working with junior fraud investigators and agents to help guide and explore career development

Bonus points (preferred but not required)

• Certified Fraud Examiner (CFE) certification or similar professional certification (CAMS, CFCS or similar)
• SQL experience
• Experience with financial services or brokerage firms
• Knowledge of cryptocurrency investigative techniques
• Prior experience in Tech

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.