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, responsible for designing and evaluating fee inquiry scenarios, writing statement clarification test cases, and creating autopay setup scenarios, all 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 test cases related to account management, including fraud claims and card replacements
• Grade responses based on factual accuracy and conversational tone for customer interactions

Required qualifications

• 3+ years of front-line or supervisory experience in a U.S. bank or credit union
• Ability to read and interpret a bank fee schedule without assistance
• Familiarity with Regulation E timing windows and ERISA spousal-consent requirements
• Experience with retention-offer eligibility verification
• Strong written English proficiency (C1+ level)