Senior Customer Service Agent

Job Summary

Experienced retail-banking customer service professionals will find a part-time freelance opportunity as a Senior Customer Service Agent, responsible for designing and evaluating banking scenarios, writing test cases, and grading responses while working remotely on project-based tasks.

Key responsibilities

• Design and evaluate fee inquiry scenarios to ensure accuracy with the bank's fee schedule
• Create and write various banking-related test cases, including autopay setups and fraud claims
• Grade responses based on factual accuracy and conversational tone, ensuring clarity and empathy

Required qualifications

• 3+ years of front-line or supervisory experience in a U.S. bank or credit union environment
• Ability to read and interpret a bank fee schedule and apply it to specific transactions
• Familiarity with Regulation E timing windows and ERISA spousal-consent requirements
• Experience with retention-offer eligibility verification in customer service contexts
• Strong written English proficiency (C1+ level)