Senior Customer Service Representative (Banking) – Freelance AI Trainer

<p><em>Please submit your CV in English and indicate your level of English proficiency. </em></p> <p>Mindrift connects specialists with project-based AI opportunities for leading tech companies, focused on testing, evaluating, and improving AI systems. <strong>Participation is project-based, not permanent employment.</strong></p> <p><strong>What this opportunity involves</strong></p> <p>While each project involves unique tasks, contributors may:</p> <ul> <li>Design and evaluate fee inquiry scenarios — verifying that fee amounts and category names match the bank's disclosed fee schedule exactly, and flagging cases where the system charge and the schedule diverge;</li> <li>Write statement clarification test cases that require distinguishing a descriptor-mapping question from a real fraud claim, and routing each correctly;</li> <li>Create autopay setup scenarios with deliberate traps: incorrect payee, insufficient-funds policy, wrong draft date, or missing confirmation steps;</li> <li>Build statement reprint cases that test realistic timing communication — including archived statements, fee citation, and the difference between self-service and manual retrieval channels;</li> <li>Develop beneficiary update scenarios that probe when a routine POD change crosses into ERISA/spousal-consent territory and requires specialist routing;</li> <li>Design card replacement cases with time-sensitive card-block urgency, fraud-signal recognition, interim mobile-wallet guidance, and delivery option trade-offs;</li> <li>Author account closure scenarios testing retention-offer eligibility logic, pending-transaction checks, and refusal to extend offers to ineligible customers;</li> <li>Write fraud claim warm-handoff cases — immediate card block, intake information capture, Regulation E clock awareness, and clean transfer to the disputes team;</li> <li>Grade responses on both factual accuracy and conversational tone: empathy under pressure, voice vs. chat register, and clarity without over-promising.</li> </ul> <p><strong>What we look for</strong></p> <p>This opportunity is a good fit for experienced retail-banking customer service professionals open to part-time, non-permanent projects. Ideally, contributors will have:</p> <ul> <li>No specific degree required — for this agent, employer, tenure, and role progression are stronger signals than academic background; a degree in Business, Finance, Communications, or a related field is a positive signal but not a filter;</li> <li>3+ years of front-line or supervisory experience in a U.S. bank or credit union call center, branch, or contact center;</li> <li>Ability to read a bank fee schedule and identify which fee applies to a specific transaction without assistance;</li> <li>Routing judgment — clear instinct for what is and isn't servicing's job (fraud goes to disputes; retirement-beneficiary complexity goes to a specialist; loan questions go to loan servicing);</li> <li>Familiarity with Regulation E timing windows: the 60-day customer dispute window, the bank's 10/45-day investigation windows, and what starts the clock;</li> <li>Awareness of ERISA spousal-consent requirements on retirement accounts and community-property state rules for beneficiary changes;</li> <li>Experience with retention-offer eligibility verification — knows not to extend offers indiscriminately to customers threatening to close;</li> <li>Ability to calibrate tone between voice-call (warmer, conversational) and chat (compact, direct) registers;</li> <li>QA analyst, call-center trainer, or conversation designer background is a strong positive signal for grader roles;</li> <li>AAP (Accredited ACH Professional) credential is a strong signal for autopay and electronic-payment tasks;</li> <li>Strong written English (C1+).</li> </ul> <p><strong>How it works </strong></p> <p>Apply → Pass qualification(s) → Join a project → Complete tasks → Get paid</p> <p><strong>Project time expectations </strong></p> <p>For this project, tasks are estimated to require around 10–20 hours per week during active phases, based on project requirements. This is an estimate, not a guaranteed workload, and applies only while the project is active. </p> <p><strong>Compensation </strong></p> <p>On this project, contributors can earn up to <strong>$60 per hour equivalent</strong>, depending on their level and pace of contribution. </p> <p>Compensation varies across projects depending on scope, complexity, and required expertise. Please note that other projects on the platform may offer different earning levels based on their requirements.</p>