Senior Customer Service Representative (Banking)

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 professionals open to part-time, non-permanent projects. Ideally, contributors will have:

• 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+).

How it works

Apply → Pass qualification(s) → Join a project → Complete tasks → Get paid

Project time expectations

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.

Compensation

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.