Manager of Fraud Investigations - Customer Protection

About the team + role

The Fraud Investigation (Customer Protection) team's mission is to safeguard the firm and its customers by preventing and mitigating fraud losses.

As Manager of Fraud Investigations (Customer Protection Team), you will lead and support a team of front-line fraud investigators, providing mentorship and guidance to team leads, SMEs, and investigators. The Customer Protection team handles inbound phone calls for customers with active fraud alerts and account restrictions. As a team manager, you will oversee fraud procedures, ensure quality standards, and manage case production at Robinhood. You will be responsible for meeting preestablished department SLAs and driving process improvement for your team. 

Additionally, you will be responsible for hiring new investigators and shaping our reporting, training, and professional development programs. This role requires close collaboration with cross-functional teams, including internal Fraud Ops management, Governance, FinCrimes, Fraud Detection & Prevention, Fraud Remediations, Vendor Relationship Management, Data, Engineering, Product, and Customer Support teams.

This role is based in our Denver, CO or Westlake, TX office(s), with in-person attendance expected at least 4 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. 

What you’ll do

• Oversight of the day to day production of the Customer Protection team composed of fraud investigators and a team lead.
• Provide on-site subject matter expertise in current and emerging fraud typologies, investigative methods, customer-centric service, and company policies and resources.
• Close collaboration with other teams and departments to improve processes and manage escalations.
• Facilitate career paths and professional development of the investigators and leads under your supervision.
• Identify and implement efficiency and accuracy improvements throughout the investigation workflow and tools.
• Monitor and coach team Key Performance Indicators (KPI’s) to drive success of the Customer Protection team. 
• Monitor and help drive Service Level Agreement (SLA) adherence
• Monitor and coach to investigative and customer call quality
• Handle escalations raised by the team 
• Be available for fraud on-call for weekends during working weekend shifts and potentially on a rotation for weekdays. 

What you bring

• Bachelor's Degree or higher
• 5+ years working in fraud operations or equivalent investigative role
• 3+ years of direct supervision experience
• Experience scaling, broadening, and maturing teams
• Experience with financial services fraud typologies
• Demonstrable experience executing in the details and continuously improving processes
• Passion to lead and mentor your team to success
• Strong customer service focus
• Ability to think critically and make decisive actions in high pressure situations
• Foundational understanding of fraud laws and regulations

Bonus points (preferred but not required)

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

Leadership expectations

Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here’s what we expect from them:

• Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech.
• Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly.
• Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity.

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