Retention Specialist (Banking) - Freelance AI Trainer

Please submit your CV in English and indicate your level of English proficiency. 

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 investigation windows, and what starts the clock;
• Awareness of ERISA spousal-consent requirements on retirement accounts and community-property state rules for beneficiary changes;
• Experience with retention-offer eligibility verification — knows not to extend offers indiscriminately to customers threatening to close;
• Ability to calibrate tone between voice-call (warmer, conversational) and chat (compact, direct) registers;
• QA analyst, call-center trainer, or conversation designer background is a strong positive signal for grader roles;
• AAP (Accredited ACH Professional) credential is a strong signal for autopay and electronic-payment tasks;
• Strong written English (C1+).

How it works 

Apply → Pass qualification(s) → Join a project → Complete tasks → Get paid

Project time expectations 

For this project, tasks are estimated to require around 10–20 hours per week during active phases, based on project requirements. This is an estimate, not a guaranteed workload, and applies only while the project is active.