Fraud Investigator - Customer Protection

As a Fraud Investigator on the Customer Protection Team at Robinhood, you handle inbound calls from customers with active fraud alerts and account restrictions. You investigate fraud cases by applying investigative skills and tools to determine whether fraud has occurred, while helping identify emerging fraud trends through data analysis. This role is based in Lake Mary, Florida or Denver, Colorado, with in-person attendance expected at least 3 days per week. Hours vary Monday through Friday between 7am and 9pm ET.

What you'll do

• Conduct in-depth and timely investigations on accounts flagged for fraud across payment vehicles including ACH, debit card, cryptocurrency, and wire transfers
• Handle inbound phone calls from users with fraud restrictions and take fraud cases to completion by applying investigative techniques according to internal procedures and policies
• Use critical thinking and pattern detection to discover proactive ways to identify emerging fraud
• Document the rationale and determination for each alert and refer cases to other teams where necessary
• Gather key information from customers regarding their account and applicable documentation
• Communicate next steps and set expectations with customers

What you bring

• 2+ years of experience in fraud investigations, including in-depth knowledge of fraud activities such as account takeovers, identity theft, money mule schemes, and money movement fraud, or equivalent experience adjacent to fraud investigations
• The ability to proactively identify problems and come up with solutions, thinking outside the box
• Ability to operate in a fast-paced environment
• Strong written and verbal communication skills, analytical abilities, and attention to detail
• Strong interpersonal skills and experience working with cross-functional teams such as product, engineering, legal, compliance, vendor partners, or financial crimes
• Passion for mentoring and working with junior fraud investigators and agents to guide and support their careers
• Ability to work closely with customers to address fraud concerns while maintaining high-level customer service

Nice to have

• Certified Fraud Examiner (CFE) certification

What we offer

• Base pay varies by location: Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC), Zone 2 (Denver, CO; Westlake, TX; Chicago, IL), and Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)
• Bonus opportunities, equity, and benefits (see careers.robinhood.com/benefits for details, which vary by region and entity)

About Robinhood

Robinhood is building a platform to democratize finance for all. The company applies frontier technologies to financial challenges and operates with ethics at the center of everything it does.