Apply → Pass qualification(s) → Join a project → Complete tasks → Get paid. Project time expectations: 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. Note: Rates vary based on expertise, skills assessment, location, project needs, and other factors. Higher rates may be offered to highly specialized experts. Lower rates may apply during onboarding or non-core project phases. Payment details are shared per project.
Senior Customer Service Representative (Banking) - Freelance AI Trainer
Location
United States
Posted
2 days ago
Salary
$60 / hour
Seniority
Senior
No structured requirement data.
Job Description
Senior Customer Service Representative (Banking) - Freelance AI Trainer
Mindrift
Role Description 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. 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. Qualifications - 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; - 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; - 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; - Strong written English (C1+). Requirements - Apply → Pass qualification(s) → Join a project → Complete tasks → Get paid Benefits - 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; - On this project, contributors can earn up to $60 per hour equivalent, depending on their level and pace of contribution; - 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.
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