Customer Experience Manager in Lake Mary, FL

$80K - $100K(Ladders Estimates)

Robinhood   •  

Lake Mary, FL 32746

Industry: Finance & Insurance

  •  

8 - 10 years

Posted 52 days ago

You will also serve as a subject matter expert for our most escalated teams, covering the most complex subject areas of our operations: Options trading, Margin, and Equities trading. As such, it is vital that you hold your Finra Series 24, 7, and 63 (or equivalent) licenses. Given the complex topics that your team will be assisting customers with, you will interact frequently with our Middle-Office, Back-Office, Risk, and Compliance teams in your role as manager.

As you increasingly demonstrate an advanced management toolkit, we may empower you to lead other CXMs as well.

Key Responsibilities

  • Oversee day-to-day management of a team of 10-15 Licensed CXRs
  • Command deep knowledge of Equities Trading, Options Trading, Margin, and Day Trade regulations
  • Foster the long-term professional development of the individuals on your team, identifying strengths and weaknesses and working alongside them to improve performance over time
  • Provide coaching for your team on relevant financial services subject matter and excellent customer service
  • Foster a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond
  • Work with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams
  • Handle customer escalations from your team

Qualifications

  • Bachelor's Degree from an accredited institution
  • 8+ years experience in customer-facing operations, either at a respected mid-stage startup or a retail broker-dealer
  • 4+ years experience managing customer-facing teams
  • Strong management toolkit with a reputation for leaving thriving employees in your wake
  • Uncompromising integrity and strong dedication to professionalism
  • Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
  • Strong written and verbal communication skills
  • Attention to detail and strong analytical skills
  • Interest in and familiarity with financial services and the stock market
  • FINRA Series 7, 63, and 24 Licenses

Key Attributes

  • Expert on Financial Services Subject Matter
  • Experience in other Brokerage Firms
  • Great coach / mentor
  • Professional / integrous
  • Strong sense of ownership and responsibility
  • Data-driven
  • Strong critical thinking and analytical skills (e.g. pattern recognition)
  • The ability to concisely and accurately communicate complex topics


Valid Through: 2019-10-21