Senior Customer Service Agent

Job Summary

Experienced retail-banking customer service professionals will find a part-time freelance opportunity as a Senior Customer Service Representative, working remotely to design and evaluate scenarios related to banking fees, statement clarifications, and fraud claims.

Key responsibilities

• Design and evaluate fee inquiry scenarios to ensure accuracy with the bank's disclosed fee schedule
• Create test cases for statement clarifications and account closure scenarios, ensuring proper routing and eligibility checks
• Grade responses based on factual accuracy and conversational tone, calibrating between voice and chat registers

Required qualifications

• 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 and interpret a bank fee schedule and identify applicable fees without assistance
• Familiarity with Regulation E timing windows and ERISA spousal-consent requirements
• Experience in retention-offer eligibility verification and routing judgment for customer inquiries
• Strong written English proficiency (C1+) and background in QA analysis or conversation design is a plus