Experienced Customer Support Expert - Banking - Remote Eligible

Experienced Customer Support Expert - Banking

$110 per hour

Hourly contract

Remote

Limited spots

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.

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

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

More About the Opportunity

• Remote and asynchronous — flexible scheduling

• Expected commitment: ~20–40 hours/week

• Project-based engagements with potential for ongoing contracts

Compensation & Contract Terms

• $100–120/hour depending on experience and geography

• Payments issued weekly via Stripe Connect

• Independent contractor classification

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

About Mercor

• Mercor is a talent marketplace that connects top experts with leading AI labs and research organizations.

• Our investors include Benchmark, General Catalyst, Adam D'Angelo, Larry Summers, and Jack Dorsey.

• Thousands of professionals across domains like law, creatives, engineering, and research have joined Mercor to work on frontier projects shaping the next era of AI.

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