Fraud Investigations Lead

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 + 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 ... (truncated, view full listing at source)