Senior Customer Service Representative (Banking) - Freelance AI Trainer

Mindrift connects specialists with project-based AI opportunities for leading tech companies, focused on testing, evaluating, and improving AI systems. They are seeking a Senior Customer Service Representative to design and evaluate fee inquiry scenarios, write statement clarification test cases, and create autopay setup scenarios among other responsibilities.

Responsibilities:

• 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
• Write statement clarification test cases that require distinguishing a descriptor-mapping question from a real fraud claim, and routing each correctly
• Create autopay setup scenarios with deliberate traps: incorrect payee, insufficient-funds policy, wrong draft date, or missing confirmation steps
• Build statement reprint cases that test realistic timing communication — including archived statements, fee citation, and the difference between self-service and manual retrieval channels
• Develop beneficiary update scenarios that probe when a routine POD change crosses into ERISA/spousal-consent territory and requires specialist routing
• Design card replacement cases with time-sensitive card-block urgency, fraud-signal recognition, interim mobile-wallet guidance, and delivery option trade-offs
• Author account closure scenarios testing retention-offer eligibility logic, pending-transaction checks, and refusal to extend offers to ineligible customers
• Write fraud claim warm-handoff cases — immediate card block, intake information capture, Regulation E clock awareness, and clean transfer to the disputes team
• Grade responses on both factual accuracy and conversational tone: empathy under pressure, voice vs. chat register, and clarity without over-promising

Requirements:

• 3+ years of front-line or supervisory experience in a U.S. bank or credit union call center, branch, or contact center
• Ability to read a bank fee schedule and identify which fee applies to a specific transaction without assistance
• 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)
• 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
• Awareness of ERISA spousal-consent requirements on retirement accounts and community-property state rules for beneficiary changes
• Experience with retention-offer eligibility verification — knows not to extend offers indiscriminately to customers threatening to close
• Ability to calibrate tone between voice-call (warmer, conversational) and chat (compact, direct) registers
• Strong written English (C1+)
• Degree in Business, Finance, Communications, or a related field is a positive signal but not a filter
• QA analyst, call-center trainer, or conversation designer background is a strong positive signal for grader roles
• AAP (Accredited ACH Professional) credential is a strong signal for autopay and electronic-payment tasks