Democratizing Finance With the Customer Experience Representative Pathways Program

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers and providing greater access to financial information and investing. Together, we are building products and services that help create a financial system everyone can participate in.

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We sat down for a virtual chat with Robinhoodies Cody Borsellino and Tyler Vatcoskay to discuss their work on the Customer Experience Representative (CXR) Pathways Program, a gateway for diverse talent to build a career in financial services. Here’s what they had to say!

The CXR Pathways Program was launched in 2021. Tell us about it!

The launch of our Pathways program was a very exciting time for us here at Robinhood! In 2021, our customer support teams consisted of licensed and unlicensed agents. Realizing that our unlicensed agents needed support to answer customer questions regarding trading and finance, we took some of our most talented agents and provided them with the resources they needed to obtain their licenses. We launched this first Pathways cohort with over 25 professionals eager to study for their financial licenses and take the next step in their financial careers. This cohort set the bar high with very high pass rates and built a benchmark of talent for our CXR support team. As we move into 2024 and beyond, we continue to develop some of the most talented individuals in the business and keep the bar high for the future of Robinhood.

How has the program affected Robinhood?

Our Pathways program has provided Robinhood a distinct opportunity to obtain the next generation of talent by supporting their licensing, training, and development needs. This has opened the door for Robinhood to develop future financial leaders, foster a culture that sets us apart from the industry, and continue to accomplish our mission by democratizing finance for all.

Tell us more about that mission.

The CXR Pathways program brings “democratizing finance” to life by leveling the playing field. We aim to create opportunities for all individuals with diverse backgrounds who are interested in a future career in finance. 

How about the financial services industry at large? Have you seen this same democratization take place?

The meme stock craze was a large shift in the industry, as younger millennial and Gen Z investors now have an impact on the market. Between that and the crypto boom, we’re in a new age of trading with a new investor profile. There’s also been a huge push for things to be instantly available and more cost-effective while trading, something Robinhood has led the industry in by creating instant deposits and commission-free trades in your brokerage account. These are all shifts we’ve seen in the financial industry at large, and much of it is due to Robinhood leading the charge.

Can you tell us about your favorite CXR Pathways program success story?

We always love to see a comeback story and, given the level of difficulty each license presents, there are times when we see professionals struggle to understand some of the esoteric concepts presented in the material. One agent in particular was having difficulty passing the “Margin” section within their study program and spent their final two weeks before their test date arranging coaching and 1:1 support to shift their studying into the next gear. By their test date, they were so proficient in margin trading that they were teaching it to other Pathways agents and began testing higher in that section than any other. We were even more elated to see they passed their exam on the first try and have been a support outlet to other Pathways agents ever since.

Have you made any changes to the program since it first launched?

We’ve had the opportunity to participate in a diverse set of study materials to identify the most effective program for our agents to learn from. Along with this, we’ve implemented more 1:1 help and coaching, and we added a buddy system, where one of our licensed agents partners with a Pathways agent to provide support and motivation throughout the program.

What’s next for the CXR Pathways program?

Due to the success of our CXR Pathways, we’re expanding this program to all regional CX offices in Lake Mary, Westlake, and Denver. Furthermore, we’re planning to increase the number of Pathways opportunities by providing more dates and larger class sizes to support the demand.

How can people find out more about the program?

You can go to Careers.Robinhood.com and search “Pathway.”

Anything else we should know?

Yes! Pathways is an incredible opportunity for anyone looking to start or change their career with one of the most exciting, culturally relevant companies in the financial services space. We’re always looking for curious and eager individuals to join the program – and to join our mission to democratize finance for all – so tell your friends!

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We are always looking for more individuals who share our commitment to building a diverse team and creating an inclusive environment as we continue in our journey in democratizing finance for all. Stay connected with us — join our talent community and check out our open roles!

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© 2024 Robinhood Markets, Inc.

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