AI Project Contributor - Retail Banking Customer Service

About Mindrift

Mindrift connects specialists with project-based AI opportunities for leading tech companies. Their focus is on testing, evaluating, and improving AI systems. Participation is project-based, not permanent employment.

What This Opportunity Involves

Contributors may engage in various tasks, including but not limited to:

• Designing and evaluating fee inquiry scenarios to ensure fee amounts and category names match bank disclosures, and flagging discrepancies.
• Writing statement clarification test cases to differentiate descriptor-mapping questions from fraud claims and route them correctly.
• Creating autopay setup scenarios with deliberate traps, such as incorrect payees or insufficient-funds policies.
• Building statement reprint cases to test communication for archived statements, fee citations, and different retrieval channels.
• Developing beneficiary update scenarios that identify when changes require specialist routing due to ERISA or spousal-consent regulations.
• Designing card replacement cases that test time-sensitive urgency, fraud-signal recognition, and delivery option trade-offs.
• Authoring account closure scenarios to test retention-offer eligibility and pending-transaction checks.
• Writing fraud claim warm-handoff cases, focusing on immediate card blocks, information capture, and Regulation E clock awareness.
• Grading responses on factual accuracy and conversational tone, assessing empathy, register appropriateness (voice vs. chat), and clarity.

What We Look For

This opportunity is ideal for experienced retail-banking customer service professionals open to part-time, non-permanent projects. Ideally, contributors will have:

• No specific degree required; employer, tenure, and role progression are prioritized. A degree in Business, Finance, Communications, or a related field is a plus.
• 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 accurately identify applicable fees for specific transactions.
• Strong routing judgment to distinguish between servicing, fraud, and specialist routing needs.
• Familiarity with Regulation E timing windows for customer disputes and bank investigations.
• 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 both voice and chat communication registers.
• A background as a QA analyst, call-center trainer, or conversation designer is a strong positive signal for grader roles.
• An AAP (Accredited ACH Professional) credential is a strong signal for autopay and electronic-payment tasks.
• Strong written English skills (C1+).

How It Works

1. Apply
2. Pass qualification(s)
3. Join a project
4. Complete tasks
5. Get paid

Project Time Expectations

Tasks are estimated to require around 10–20 hours per week during active project phases. This is an estimate and applies only while the project is active.

Compensation

Contributors can earn up to $60 per hour equivalent, depending on their level and pace of contribution. Compensation varies across projects based on scope, complexity, and required expertise.