Transitional Services Senior Associate

About the team + role

Robinhood’s Account Servicing team is crucial to supporting the growth of Robinhood and supporting our customers at critical points of their relationship with Robinhood.

The team handles various account servicing tasks including assisting customers with their needs in estates, divorce, and power of attorney scenarios.

As the first point of contact for most customers, we value customer understanding, emotional intelligence, and technical expertise.

As a Senior Specialist on the Estates and Transitional Services team, you’ll serve as the primary point of contact with customers and their loved ones during estate, POA, and divorce processing.

You will assist customers in resolving Estate and Divorce issues pertaining to Robinhood accounts. This includes answering general inquiries from clients, attorneys, & internal business partners, interpreting legal documentation, mitigating risk to the firm, and reviewing / updating open work items.

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

What you’ll do

• Actively manage cases related to Estates, Divorce, and Power of Attorney, demonstrating a keen understanding of the legal and financial intricacies involved.
• Collaborate cross-functionally with teams including Margin, Options, Asset Movement, Retirement, Fraud, etc. to ensure seamless coordination and resolution of complex cases.
• Conduct thorough case analysis, applying logical problem-solving skills to isolate and resolve issues efficiently.
• Independently investigate and assess documentation, ensuring compliance with legal and regulatory requirements.
• Communicate effectively with internal stakeholders, clients, and legal professionals, providing clear updates and resolutions.
• Monitor and track the progress of cases, maintaining meticulous records and documentation.
• Build collaborative relationships with team members to assist in attaining individual, team, and department objectives by participating in projects and initiatives of varying scope and duration as directed by the business.
• Remain on top of industry developments, legal changes, and internal policies to ensure compliance and adaptability.
• Ensure team's satisfactory performance against agreed Service Level Agreements (SLAs) and take appropriate steps to address and meet changing client and industry trends
• Keep current on Regulatory, Compliance, and Firm guidelines and apply to processing and all interactions to ensure risk mitigation

What you bring

• FINRA Series SIE, 7, & 63 or 66 licensed
• Bachelor's degree in Business, Finance, or a related field.
• Proven experience in operations, preferably within the financial or legal sector.
• Excellent communication skills with the ability to articulate complex issues clearly.
• Demonstrated ability to work independently and collaboratively in a cross-functional environment.
• Self-motivated with a proactive approach to problem-solving.
• Critical thinking skills and the ability to analyze information comprehensively.
• Familiarity with financial instruments such as margin accounts, options, and retirement products.
• Ability to show empathy when working with customers during difficult periods in their lives
• Proficiency in using relevant software and tools for case management.
• Be self-motivated and able to work in a strong team and fast paced environment
• Attention to detail and strong analytical skills
• Ability to work with cross-functional teams to develop customer centric solutions, such as reducing resolution times and streamlining operational processes
• Ability to think critically and resolve issues

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

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.

Please see the independent bias audit report covering our use of Covey here.