AI TRUTH TELLER

About This Role

Tier 1 is a servicing company that supports the servicing of financial services products such as credit cards, loans, etc. This is a hybrid role unlike anything else in the market. You start in the trenches as a phone agent handling real customers across the full credit card lifecycle, including applications, servicing, collections, payments, disputes, and general help, and grow into the person who teaches our AI how to do the same.

You are the source of truth. Every call you take, every objection you handle, every edge case you untangle becomes training data, a script, an FAQ, or a guardrail for the AI that will eventually scale your work to thousands of customers. As the AI matures, your role shifts from front line agent to AI conversation designer, knowledge curator, and quality auditor. You are the human in the loop who keeps the machine honest.

This is not a customer service role with AI sprinkled on top. This is an AI building role that starts with a headset on and ends with you shaping how millions of credit card conversations are handled. You must be smart, scrappy, intellectually honest, and unafraid of grunt work. If you want to build the future of fintech customer experience from the inside out, this is the seat.

Core Responsibilities

• Take inbound and outbound calls supporting the Tier 1 credit card across the full lifecycle: applications and onboarding, account servicing, payments and billing, disputes, collections, and general help.
• Document every meaningful customer interaction in a structured way that an AI system can consume. The question, the answer, the edge case, the workaround. All of it.
• Author, refine, and maintain the FAQ, scripts, decision trees, and knowledge base that power both human agents and our AI assistant.
• Partner with engineering, product, and data science to translate real customer language into prompts, intents, training examples, and guardrails for the AI.
• Review AI generated responses for accuracy, tone, compliance, and brand voice, flagging hallucinations, gaps, and risky outputs. Tell us the truth, even when it's inconvenient.
• Identify patterns in customer issues and surface them to product, risk, and operations teams so we fix root causes, not just symptoms.
• Continuously test the AI. Probe it with hard questions, regulatory edge cases, angry customer scenarios, and trick questions. Break it before customers do.
• Help stand up quality assurance and feedback loops as the AI takes on more volume, moving from agent to AI trainer to AI auditor as the role evolves.
• Stay current on credit card regulations (TILA, FCRA, FDCPA, Reg Z, Reg E, UDAAP) and ensure scripts and AI responses are compliant by design.
• Be a key part of an inclusive environment that fosters collaboration, candor, and creativity.

Requirements

• 5 years of experience in a customer facing role at a financial services, fintech, credit card issuer, bank, or collections operation. Phone based experience required.
• Demonstrated strong written communication. You can take a messy 10-minute customer call and turn it into a clean two paragraph FAQ entry.
• Comfort with technology and curiosity about AI. You've used ChatGPT, Claude, Gemini, Perplexity, Lindy, or similar tools and have opinions about when they're helpful and when they're wrong.
• High emotional intelligence and steady judgment under pressure. Collections, disputes, and frustrated customers don't rattle you.
• Working knowledge of credit card products: how applications get underwritten, how billing cycles work, what a chargeback is, what FICO does and doesn't tell you.
• Intellectual honesty and a willingness to push back. When the AI is wrong, when a script is misleading, or when leadership's assumption doesn't match the customer reality, you say so.
• Detail oriented, organized, and able to manage a growing knowledge base without losing the thread.
• Willing and able to work full time in office in Phoenix, AZ.
• Bachelors degree required. Masters's degree preferred (relevant experience considered in lieu).

Nice to Have

• Ability to have great conversation and keep people engaged and happy.
• Experience writing or maintaining knowledge bases, help centers, or agent facing scripts (Zendesk, Intercom, Confluence, Guru, Notion).
• Familiarity with conversation design, prompt engineering, IVR scripting, or chatbot tuning.
• Experience with underbanked or subprime credit card customer segments.
• Exposure to compliance, QA, or call monitoring functions.