Senior Customer Service Representative

Job Summary

Experienced retail-banking customer service professionals will find a part-time freelance opportunity as a Senior Customer Service Representative, focusing on designing and evaluating scenarios related to banking fees, fraud claims, and account management in a remote setting.

Key responsibilities

• Design and evaluate fee inquiry scenarios to ensure accuracy against the bank's fee schedule
• Create test cases for statement clarifications and autopay setups, incorporating potential pitfalls
• Grade responses for factual accuracy and conversational tone, ensuring empathy and clarity in customer interactions

Required qualifications

• 3+ years of experience in a U.S. bank or credit union call center or branch
• Ability to interpret bank fee schedules and routing judgments for various banking inquiries
• Familiarity with Regulation E timing windows and ERISA spousal-consent requirements
• Experience with retention-offer eligibility verification and customer service tone calibration
• Strong written English proficiency (C1+) and relevant experience in QA analysis or training is a plus