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. This role involves designing scenarios for fee inquiries, payment setups, card replacements, and account closures, while also grading responses for accuracy and tone.
Responsibilities
- Design and evaluate fee inquiry and statement clarification scenarios — verifying that fee amounts match disclosed schedules and distinguishing descriptor-mapping questions from real fraud claims
- Create autopay and payment setup scenarios with deliberate traps: incorrect payee, insufficient-funds policy, wrong draft date, or missing confirmation steps
- Build card replacement and fraud claim scenarios testing card-block urgency, fraud-signal recognition, intake information capture, and clean handoff to the disputes team
- Author account closure scenarios testing retention-offer eligibility logic, pending-transaction checks, and refusal to extend offers to ineligible customers
- Grade responses on both factual accuracy and conversational tone: empathy under pressure, channel-appropriate register (voice vs. chat), and clarity without over-promising
Skills
- 2+ years of customer service, banking, retail, or financial services experience
- Current or recent experience in customer service & support, or banking & financial roles, or adjacent roles
- Routing judgment — clear instinct for what is and isn't servicing's scope, and ability to read a fee schedule or policy document to identify which rule applies to a specific situation
- Degree in Finance, Business Administration, Economics, Communications, Psychology, Marketing, or any related field
- QA analyst, call-center trainer, or conversation designer background is a strong positive signal
- Strong written English (C1+)
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