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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