Note: The job is a remote job and is open to candidates in USA. Mindrift connects specialists with project-based AI opportunities for leading tech companies, focused on testing, evaluating, and improving AI systems. They are seeking a Senior Customer Service Representative to design and evaluate scenarios related to banking fees and customer service interactions, ensuring accuracy and compliance with regulations.
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
Skills
- 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+)
Company Overview
Mindrift is a company and a global leader in data services for AI. It was founded in undefined, and is headquartered in , with a workforce of 501-1000 employees. Its website is https://mindrift.ai.