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, AI training, Banking operations. Design fee inquiry scenarios. Evaluate fee inquiry scenarios”
Industry & Context.
Routing judgment
What They're Looking For.
Must Have
3+ years of front-line or supervisory 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
Distinguish descriptor-mapping from fraud
Create autopay setup scenarios
Build statement reprint cases
Develop beneficiary update scenarios
Probe ERISA/spousal-consent territory
Design card replacement cases
Author account closure scenarios
Test retention-offer eligibility logic
Write fraud claim warm-handoff cases
Capture intake information
Grade responses on accuracy
Grade responses on 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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