Senior Customer Service Representative (Banking) - Freelance AI Trainer

Mindrift•New York, NY

About The Position

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. This opportunity is a good fit for experienced retail-banking customer service professionals open to part-time, non-permanent projects.

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+)

Nice To Haves

A 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

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