Senior Customer Service Representative (Banking) – Freelance AI Trainer

Key Highlights

• 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;