About the Role
You will handle complex banking and credit escalations resolving sensitive customer issues with empathy and precision You will drive team readiness and assist managers with day to day workflow management You will mentor and coach agents focusing on interpersonal communication coaching and change resiliency You will serve as a deep subject matter expert on Robinhoods credit and banking products You will actively participate in scenario based coaching and interpersonal skills development for the team You will support key initiatives aimed at improving customer experience metrics such as ASAT and QA
Requirements
- Deep subject matter expertise in banking and credit products
- Strong communication coaching and change resiliency skills
- Prior experience in an advanced service or lead capacity demonstrating the ability to guide peers
- Ability to quickly defuse customer anxiety through exceptional customer service skills
- Strong critical thinking and logical problem solving skills to isolate and resolve escalated issues
- A proactive mindset to creatively discover ways to improve productivity and quality for the Customer Experience team
Responsibilities
- Handle complex banking and credit escalations resolving sensitive customer issues with empathy and precision
- Drive team readiness and assist managers with day to day workflow management
- Mentor and coach agents focusing on interpersonal communication coaching and change resiliency
- Serve as a deep subject matter expert on Robinhoods credit and banking products
- Actively participate in scenario based coaching and interpersonal skills development for the team
- Support key initiatives aimed at improving customer experience metrics such as ASAT and QA
Benefits
- Challenging high impact work to grow your career
- Performance driven compensation with multipliers for outsized impact bonus programs equity ownership and 401k matching
- Best in class benefits to fuel your work including full health insurance for employees with ninety percent coverage for dependents
- Lifestyle wallet a highly flexible benefits spending account for wellness learning and more
- Employer paid life and 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