Manager of Fraud Investigations - Customer Protection

As the Manager of Fraud Investigations at Robinhood, your key responsibilities include overseeing day-to-day operations of the Customer Protection team, mentoring your team of fraud investigators, and ensuring adherence to fraud procedures. You'll collaborate with cross-functional teams to streamline processes, improve workflows, and maintain quality standards. You’ll also play a significant role in shaping training programs and managing hiring processes to build a robust investigation team.

To apply for the Manager of Fraud Investigations role at Robinhood, candidates should have a Bachelor's degree and at least 5 years of experience in a fraud operations role, including 3 years in a supervisory position. Familiarity with financial services fraud typologies and a history of scaling and developing teams is highly preferred. Additionally, a detail-oriented mindset and a passion for continuous process improvement are crucial.

The Manager of Fraud Investigations at Robinhood plays an essential role in maintaining customer protection by leading the fraud investigations team responsible for safeguarding customers against fraud. By providing mentorship, overseeing case production, and enhancing the team's investigative techniques, the manager helps ensure that fraud losses are minimized and customer trust is upheld.

Career development for a Manager of Fraud Investigations at Robinhood is comprehensive. Managers not only oversee their teams but also facilitate career paths for their analysts and investigators. There's a strong emphasis on professional growth, including training opportunities and support for continuous improvement, which aligns with the company's mission to nurture talent.

Robinhood offers a robust benefits package for the Manager of Fraud Investigations role, including 100% paid health insurance for employees and 90% coverage for dependents. Additional perks include an annual wellness allowance, comprehensive mental health support, generous paid time off policies, and a vibrant office environment with catered meals. This demonstrates Robinhood's commitment to employee well-being and work-life balance.

In answering this question, highlight specific instances where you successfully led a team, detailing your strategies for mentoring individuals, overseeing case production, and maintaining quality standards in investigations. Use metrics to demonstrate your impact on team performance.

Be sure to discuss various financial fraud schemes you have encountered, share your understanding of prevention techniques, and illustrate with examples of how you've successfully handled instances of fraud in past roles.

Discuss the importance of open communication, regular feedback, and recognizing team achievements. Share specific practices you use to ensure your team feels supported and motivated, reinforcing your role as a mentor.

Provide examples of initiatives you have taken to enhance fraud investigation processes, emphasizing the positive results obtained, such as increased efficiency or reduced fraud losses, to showcase your problem-solving skills.

Outline your approach to managing escalations, focusing on your communication skills and ability to collaborate with different departments. Share a specific example where you successfully navigated an escalation.

Highlight your commitment to developing your team members' skills through mentorship, training sessions, and opportunities for advancement. Mention how you assess their development needs to provide appropriate resources.

Describe the key performance indicators (KPIs) you would use to evaluate team performance, such as resolution time for investigations, fraud loss reduction, and team productivity, showing how you can drive success.

Prepare to share a detailed story about a difficult case, illustrating your analytical and deductive reasoning skills. Discuss the steps you took to solve the case and any collaborative efforts that contributed to its resolution.

Emphasize your commitment to continuous learning through industry publications, conferences, and networking. Share specific examples of how you have adapted your practices based on new fraud trends.

Discuss the importance of leveraging technology and data analytics in fraud prevention, including the tools you have utilized or wish to implement, highlighting their role in improving investigation efficiency.