Experienced Customer Support Expert - Banking

1. Role Overview

Mercor is collaborating with a leading AI lab that is conducting projects in the banking sector. We are seeking experienced customer support professionals with deep knowledge of banking workflows, account servicing, and customer communications. Experts will contribute their industry insight to help design, test, and refine AI systems that model real-world banking support scenarios. This is a unique opportunity to apply your banking expertise toward advancing next-generation AI applications.

2. Key Responsibilities

• Advise on banking customer support workflows, from account setup through issue resolution

• Review and refine processes for handling disputes, fraud cases, loan servicing, and general account inquiries

• Provide expertise on escalation management, compliance requirements, and secure customer communication standards

• Offer guidance on optimizing the use of banking support tools (e.g., Salesforce, core banking systems, fraud detection platforms, CRM solutions)

• Support the development of knowledge bases, training materials, and scenario-based documentation

3. Ideal Qualifications

• 5+ years of customer support experience in the banking industry, ideally with some management experience

• Strong understanding of common banking customer scenarios, including account servicing, fraud claims, loan/mortgage inquiries, and payment disputes

• Familiarity with banking CRM systems, fraud management systems, and regulatory compliance frameworks (e.g., KYC, AML)

• Proven ability to analyze support workflows and recommend process improvements

• Strong communication and problem-solving skills, with experience managing complex or escalated cases

4. More About the Opportunity

• Expected commitment: ~20–40 hours/week

• Project-based engagements with potential for ongoing contracts

6. Application Process

• Submit your resume or LinkedIn profile to get started

• Complete a short video interview highlighting banking customer support expertise

• Responses typically provided within 5 business days

We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request.

Contract and Payment Terms

• You will be engaged as an independent contractor.
• This is a fully remote role that can be completed on your own schedule.
• Projects can be extended, shortened, or concluded early depending on needs and performance.
• Your work at Mercor will not involve access to confidential or proprietary information from any employer, client, or institution.
• Payments are weekly on Stripe or Wise based on services rendered.
• Please note: We are unable to support H1-B or STEM OPT candidates at this time.

About Mercor

Mercor partners with leading AI labs and enterprises to train frontier models using human expertise. You will work on projects that focus on training and enhancing AI systems. You will be paid competitively, collaborate with leading researchers, and help shape the next generation of AI systems in your area of expertise.