Job Description

About the team:

Robinhood’s Account Servicing team is critical 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 processing new account applications, customer interactions, account maintenance issues, estate processes, and much more. As the first point of contact for most customers, the Account Servicing team values customer centricity, emotional intelligence, and technical expertise.

The Head of Account Servicing will be responsible for providing leadership over all customer onboarding and ongoing account-related matters. You will supervise a team composed of managers, team leads, program managers, and associates, and oversee onboarding procedures, quality, and productivity at Robinhood. In this role you are also responsible for capacity and strategic planning, hiring, and providing guidance for our reporting, training, and professional development programs.

What you’ll do day-to-day:

Oversee the day to day production of multiple teams composed of managers, associates, and leads
Supervise customer inquiries and application processing quality and production, as well as demand pipelines and trends
Provide on-site subject matter expertise in onboarding and application procedures, customer-centric service, and company policies and resources
Serve as the Account Servicing operations leader, supervising management coverage for all operations functions across multiple full time and vendor sites
Serve as subject matter expert for our Product and Engineering teams, to facilitate continuous improvement in tooling and automation
Collaborate closely with other teams and departments to manage escalations
Facilitate career paths and professional development of the associates, leads and managers under your supervision
Establish metrics and tracking mechanisms to build accountability, assess effectiveness, measure results, evaluate trends, and report performance to leadership and stakeholders
Identify and implement efficiency and accuracy improvements throughout onboarding workflow and tools

About you:

Bachelor’s Degree
5+ years working in financial services
5-10 years in a leadership role, with demonstrated ability to lead people leaders and their respective teams across multiple functional areas and locations
Exceptional interpersonal skills and ability to develop strong working relationships
Resourcefulness, persistence, and ability to thrive in fast paced, entrepreneurial environment
Ability to lead cross-functional projects with regular and proactive communications with internal/external leaders and regulators
Proven ability to establish clear responsibilities and processes for measuring results
Strong customer orientation and passion for delivering high quality standards
FINRA series 7 and 24 License

Bonus points:

CAMS Certification is a plus

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review Robinhood's Privacy Policy please visit rbnhd.co/applicant-privacy.

Robinhood's benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).