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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 category names against the bank's disclosed fee schedule and flagging discrepancies.
- Write statement clarification test cases to distinguish descriptor-mapping questions from fraud claims and route them correctly.
- Create autopay setup scenarios with deliberate traps, including incorrect payee, insufficient funds, wrong draft dates, or missing confirmation steps.
- Build statement reprint cases to test realistic timing communications, including archived statements, fee citation, and differences between self-service and manual retrieval.
- Develop beneficiary update scenarios to identify when routine POD changes require specialist routing due to ERISA/spousal-consent considerations.
- Design card replacement cases that test time-sensitive urgency, fraud signal recognition, interim mobile-wallet guidance, and delivery option trade-offs.
- Author account closure scenarios to test retention-offer eligibility logic, pending transaction checks, and refusal of offers to ineligible customers.
- Write fraud claim warm-handoff cases, ensuring immediate card blocks, intake information capture, Regulation E clock awareness, and clean transfers to the disputes team.
- Grade responses based on factual accuracy and conversational tone, assessing empathy, voice vs. chat register, and clarity without over-promising.
Requirements
- Experienced retail-banking customer service professionals open to part-time, non-permanent projects.
- Ability to read a bank fee schedule and identify applicable fees for specific transactions without assistance.
- Clear routing judgment to distinguish between servicing, fraud, specialist, and loan servicing tasks.
- Familiarity with Regulation E timing windows, including customer dispute and bank investigation periods.
- Awareness of ERISA spousal-consent requirements for retirement accounts and community-property state rules for beneficiary changes.
- Experience with retention-offer eligibility verification, knowing when not to extend offers.
- Ability to calibrate tone between voice-call (conversational) and chat (direct) registers.
- Strong written English (C1+).
Skills
- Retail banking
- Customer service
- AI testing
- AI evaluation
- AI improvement
- Fee inquiry scenario design
- Statement clarification testing
- Autopay setup scenario creation
- Statement reprint case building
- Beneficiary update scenario development
- Card replacement scenario design
- Account closure scenario authoring
- Fraud claim warm-handoff case writing
- Response grading
- Factual accuracy assessment
- Conversational tone assessment
- Empathy
- Voice register communication
- Chat register communication
- Regulation E
- ERISA
- Spousal consent
- Community property laws
- Retention offers
- Accredited ACH Professional (AAP) credential (positive signal for autopay tasks)
Work Type
- Project-based
- Part-time
Experience Level
- 3+ years of front-line or supervisory experience in a U.S. bank or credit union call center, branch, or contact center
- QA analyst, call-center trainer, or conversation designer background (strong positive signal for grader roles)
Education Level
- Degree in Business, Finance, Communications, or a related field (positive signal, not a filter)
Salary/Compensations
- Up to $60 per hour equivalent
About the Company
- Mindrift connects specialists with project-based AI opportunities for leading tech companies, focused on testing, evaluating, and improving AI systems.