Disputes Investigator, Banking

Robinhood • Chicago, IL

17h • $23 - $27 • Hybrid

About The Position

Join us in building the future of finance. Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.
About the team + role
We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.
The Dispute Operations team is responsible for resolving customer dispute issues and investigating complex situations while advocating for our customers and delivering a fair, empathetic experience. We work closely with Compliance, Fraud, Card Operations, and Customer Support to ensure disputes are handled accurately and in accordance with Regulation E and Regulation Z. The team focuses on protecting customers while maintaining regulatory compliance and operational accuracy.
As a Disputes Investigator, you will serve as a subject matter expert in fraud and merchant disputes and applicable regulations. You will review escalated cases, investigate complex cardholder issues, and partner with internal teams to ensure timely and accurate resolution. In this role, you will analyze trends, identify potential product or process gaps, and contribute to strengthening dispute handling procedures. You will help ensure every investigation is thorough, compliant, and centered on a high-quality customer experience!
Available Shifts
Tuesday - Saturday 10am-7pm CST
This role is based in our Chicago, IL; Denver, CO; or Westlake, TX office(s), with in-person attendance expected at least 3 days per week.
At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

Requirements

• 2+ years of experience resolving disputes, conducting investigations, or handling complex customer issues
• Working knowledge of financial products such as Visa, Mastercard, ACH, and ATM networks (e.g., MoneyPass)
• Strong analytical and problem-solving skills with the ability to apply structured guidelines to real-world scenarios

Nice To Haves

• Experience investigating fraud-related issues is a plus
• Experience supporting customers through written channels (e.g., email or chat) is a plus
• Familiarity with Salesforce or similar case management systems is a plus

Responsibilities

• Investigate escalated fraud and merchant dispute cases in accordance with Regulation E and Regulation Z requirements
• Review customer account activity, transaction history, and supporting documentation to determine appropriate dispute outcomes
• Communicate clearly and professionally with internal partners to gather information and resolve complex cases
• Identify trends or recurring issues and share findings to support process improvements and reduce future disputes
• Maintain accurate case documentation and meet defined quality and timeliness standards

Benefits

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed