Customer Experience, Business Development Specialist

As a Customer Experience, Business Development Specialist at Robinhood, you'll be responsible for proactive outreach to identify and convert high net worth customers onto our platform. You'll engage directly with prospects and current customers to understand their financial needs and demonstrate how Robinhood can assist them. You'll build meaningful relationships, manage a robust pipeline, and share feedback to enhance customer onboarding and experience.

To qualify for the Customer Experience, Business Development Specialist role at Robinhood, you will need FINRA Series 7 and 63 licenses, and ideally Series 3 and Series 66 within 120 days of hiring. A minimum of 4 years' experience in a proactive, relationship-focused environment is expected. Strong communication skills, a customer-first mindset, and a passion for finance are crucial to your success in this position.

The Customer Experience team at Robinhood plays a pivotal role in ensuring seamless onboarding for new users. As a Business Development Specialist, you'll provide insights from your interactions that help refine processes and improve the onboarding experience. Your engagement with customers will inform the team's approach to assist users better and address any challenges they face during the initial stages of using Robinhood's products.

A typical day for a Business Development Specialist at Robinhood includes proactive outreach to potential prospects, engaging in fruitful conversations with current customers, and leveraging leads to create new business opportunities. You'll also spend time assessing customer needs, consulting on solutions, and ensuring handoffs to internal partners are seamless. Overall, your work is focused on enhancing the customer experience while driving growth for the business.

As a Customer Experience Business Development Specialist at Robinhood, you can expect a competitive salary, comprehensive health insurance coverage, an annual lifestyle wallet for personal development, and dedicated mental health support. Additionally, you’ll enjoy generous time off policies, including parental leave and company holidays. Robinhood fosters a lively office environment with catered meals, ensuring that all employees feel valued and supported.

To effectively answer this question, reflect on specific examples where you've actively engaged customers in your previous roles. Share how you identified their needs and successfully matched solutions to drive conversions. Highlight any metrics that demonstrate your success in customer acquisition.

Discuss your approach to leveraging various sources for leads, including networking, referrals, and market research. Mention tools and methods you utilize to track and analyze potential customers, and provide examples of how your strategies resulted in successful conversions.

When addressing objections, emphasize active listening and empathy. Share how you approach such situations by acknowledging the customer's concerns, providing clear and concise information about how Robinhood meets their needs, and reassuring them to alleviate any hesitation.

Highlight the importance of communication in relationship building and closing deals. Discuss how you tailor your messaging to different audiences, ensuring clarity and establishing trust. Provide examples of times when effective communication positively impacted your customer relationships.

Show your knowledge of Robinhood’s offerings, such as Gold, Legend, and Futures. Be prepared to articulate how these products align with investor goals and the advantages they offer versus competitors. Mention how you’d tailor your approach based on individual customer needs.

Use a specific anecdote to detail how you identified a lead's needs, provided exceptional support, and ultimately helped convert them into a loyal customer. Emphasize your proactive outreach and the steps you took to maintain a strong relationship post-conversion.

Reflect on your passion for helping people achieve their financial goals and how that drives your enthusiasm in this role. Connect your motivation to Robinhood's mission of democratizing finance and how you see yourself contributing to that vision.

Mention specific sources such as industry publications, webinars, or networking events you follow to remain informed. Describe how you’ve used recent trends or insights to inform your customer interactions or strategic decisions.

Familiarize yourself with Regulation Best Interest (Reg BI) and other relevant compliance standards. Discuss how adhering to these regulations informs your approach to customer interactions, ensuring that recommendations remain compliant and ethical.

Highlight your commitment to understanding customers' needs and tailoring solutions accordingly. Discuss how you follow up with customers, provide informative content, and ensure timely communication, reflecting your dedication to delivering an outstanding experience throughout their journey.