AI Banking Customer Operations Specialist

Santriya Technologies; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Santriya Technologies Ltd in the United States seeks an AI Banking Customer Operations Specialist to deliver digital banking servicing using AI agent assist, product knowledge, and controlled workflows for cards, payments, accounts and customer requests.

You will ensure human judgment remains central to customer protection, maintain high-quality case notes, and support testing of AI-assisted workflows while complying with governance and audit requirements.

Qualifications

• Experience handling banking servicing requests.
• Ability to use AI tools to retrieve product/policy information and synthesize history.
• Attention to detail for audit-ready case notes and documentation.

Responsibilities

• Handle account, card, payment and servicing requests within role permissions and documented procedures.
• Use AI to retrieve product/policy information, summarize history and propose next steps; validate against current documentation and live account data.
• Recognize and escalate fraud, scam, vulnerability, complaint, financial difficulty and regulatory triggers.
• Complete maker-checker, authentication and evidence requirements for sensitive actions.
• Explain outcomes transparently and avoid presenting AI inference as bank policy.
• Maintain high-quality case notes and reason codes for audit and analytics.
• Identify product or knowledge gaps from recurring contacts.
• Support controlled testing of new AI-assisted workflows and report unsafe or inaccurate outputs.

Skills

Account handling

Fraud recognition

Audit trails

Documentation

AI tooling literacy

Tools

GenAI copilots

Enterprise search

RAG tooling

Workflow automation

Job description

Job Summary

Santriya Technologies is seeking an AI Banking Customer Operations Specialist to deliver digital banking servicing using AI agent assist, product knowledge and controlled workflows for cards, payments, accounts and customer requests, keeping human judgement central to customer protection.

Product & documentation operating model

You will be assigned one or more company products, client solutions or operational services. The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth. Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work. Validate material AI outputs against current documentation and authoritative system data, record exceptions, and elevate conflicts or missing guidance. Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Key Responsibilities

• Handle account, card, payment and servicing requests within role permissions and documented procedures.
• Use AI to retrieve product/policy information, summarize history and propose next steps; validate against current documentation and live account data.
• Recognize and escalation fraud, scam, vulnerability, complaint, financial difficulty and regulatory triggers.
• Complete maker-checker, authentication and evidence requirements for sensitive actions.
• Explain outcomes transparently and avoid presenting AI inference as bank policy.
• Maintain high-quality case notes and reason codes for audit and analytics.
• Identify product or knowledge gaps from recurring contacts.
• Support controlled testing of new AI-assisted workflows and report unsafe or inaccurate outputs.

AI-enabled ways of working

• Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
• Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
• Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
• Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

Human accountability

AI is a copilot, not the accountable decision-maker. The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation. Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.

Success Measures

• Resolution and servicing accuracy improve
• Customer protection triggers are handled correctly
• Repeat contacts and avoidable escalations reduce
• Audit evidence remains complete