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About the Role

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.

Responsibilities

• Design and evaluate fee inquiry scenarios, verifying fee amounts and flagging discrepancies.
• Write statement clarification test cases, distinguishing descriptor-mapping questions from fraud claims and routing correctly.
• Create autopay setup scenarios with deliberate traps (incorrect payee, insufficient funds, wrong draft date, missing confirmation).
• Build statement reprint cases testing timing communication, including archived statements, fee citation, and channel differences.
• Develop beneficiary update scenarios, identifying when POD changes require specialist routing due to ERISA/spousal-consent.
• Design card replacement cases, addressing card-block urgency, fraud signals, mobile-wallet guidance, and delivery options.
• Author account closure scenarios, testing retention-offer eligibility, pending transactions, and refusal for ineligible customers.
• Write fraud claim warm-handoff cases, including immediate card block, intake capture, Regulation E awareness, and transfer to disputes.
• Grade responses for factual accuracy and conversational tone (empathy, voice/chat register, clarity).

Requirements

• Experienced retail-banking customer service professional.
• No specific degree required; degree in Business, Finance, Communications, or related field is a positive signal.
• 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 applicable fees without assistance.
• Clear routing judgment for various banking inquiries (e.g., fraud to disputes, retirement to specialist, loans to loan servicing).
• Familiarity with Regulation E timing windows (60-day customer dispute, 10/45-day bank investigation).
• Awareness of ERISA spousal-consent requirements and community-property state rules for beneficiary changes.
• Experience with retention-offer eligibility verification.
• Ability to calibrate tone for voice-call and chat registers.
• QA analyst, call-center trainer, or conversation designer background (strong positive for grader roles).
• AAP (Accredited ACH Professional) credential (strong signal for autopay/electronic-payment tasks).
• Strong written English (C1+ proficiency).

Skills

• Ability to read a bank fee schedule
• Routing judgment
• Familiarity with Regulation E
• Awareness of ERISA spousal-consent requirements
• Experience with retention-offer eligibility verification
• Ability to calibrate tone
• QA analysis
• Call-center training
• Conversation design
• AAP (Accredited ACH Professional) credential
• Strong written English (C1+)

Work Type

• Project-based
• Part-time
• Non-permanent
• Approximately 10-20 hours per week during active phases

Experience Level

• Experienced
• 3+ years of front-line or supervisory experience

Education Level

• No specific degree required
• Degree in Business, Finance, Communications, or a related field (positive signal)

Salary/Compensations

• Up to $60 per hour equivalent

About the Company

• Mindrift connects specialists with project-based AI opportunities.
• Focuses on testing, evaluating, and improving AI systems for leading tech companies.