Mindrift
Financial Services
SeniorCustomerServiceRepresentative(Banking)-FreelanceAITrainer
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Customer Service Representative (Banking) - Freelance AI Trainer at Mindrift. Skills: Customer service, Banking operations, AI training, Fee analysis. Design fee inquiry scenarios. Evaluate fee inquiry scenarios”
Industry & Context.
Routing judgment
What They're Looking For.
Must Have
3+ years of experience in a U.S. bank or credit union call center, branch, or contact, Ability to read a bank fee schedule, Routing judgment, Familiarity with Regulation E timing windows, Awareness of ERISA spousal-consent requirements, Experience with retention-offer eligibility verification, Ability to calibrate tone between voice-call and chat, Written English (C1+)
Nice to Have
Degree in Business, Finance, Communications, or related field, QA analyst background, Call-center trainer background, Conversation designer background, Accredited ACH Professional credential
What You'll Do.
Design fee inquiry scenarios
Evaluate fee inquiry scenarios
Write statement clarification test cases
Create autopay setup scenarios
Build statement reprint cases
Develop beneficiary update scenarios
Design card replacement cases
Author account closure scenarios
Write fraud claim warm-handoff cases
Grade responses on factual accuracy
Grade responses on conversational tone
How You'll Work.
Communication Scope
Conversational tone; Voice register; Chat register
Full Job Description
_Please submit your CV in English and indicate your level of English proficiency. _ Mindrift connects specialists with project-based AI opportunities for leading tech companies, focused on testing, evaluating, and improving AI systems. **Participation is project-based, not permanent employment.** **What this opportunity involves** While each project involves unique tasks, contributors may: * 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. **What we look for** This opportunity is a good fit for experienced retail-banking customer service professional
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