Job Description Summary

The Voice ID Consultant is responsible for the day‑to‑day oversight, investigation, and optimization of Northern Trust’s Voice ID authentication program. This role serves as a critical control function supporting client authentication, fraud detection, and client experience by reviewing suspicious caller alerts, resolving authentication mismatches, supporting front‑line partners, and partnering closely with Risk, Fraud, IT, Privacy, and Model Risk teams.

The Consultant plays a key role in ensuring rapid response to high‑risk authentication events, maintaining the integrity of the Voice ID program, and supporting ongoing enhancements, reporting, and governance.

Key Responsibilities:

Monitor and respond to Suspicious Caller alerts generated through:

• Voice ID Admin Portal review queues

• Automated alerts sent to the Voice ID admin distribution

• Prioritize immediate review of alerts to ensure rapid turnaround and risk mitigation.

Conduct comprehensive suspicious caller reviews by leveraging multiple platforms, including:

• Voice ID Admin Portal: Review call audio, risk scores, and contributing factors (e.g., fraudster match, synthetic speech detection).

• Verint: Listen to a reasonable sample of historical call recordings (3–5) to assess voice consistency across prior client interactions.

• Partner Workstation: Review client case history, authentication results, and potential patterns of suspicious behavior or recent compromises.

Determine appropriate outcomes and actions, including:

• Confirming legitimate client activity

• Escalating to Fraud and serving teams where appropriate

• Adding confirmed suspicious callers to the Suspicious Caller Watchlist (SCWL)

• “No Match” Authentication Review & Resolution

• Review and investigate “No Match” authentication outcomes, with expected volume growth as Voice ID adoption increases.

Identify root causes of mismatches, including but not limited to:

• Caller identity mismatch

• Partner workflow or user error

• Environmental issues (background noise, audio quality)

• Changes in client voice characteristics or enrollment quality

Take appropriate action based on findings, including:

• Completing suspicious caller escalation when warranted

• Coaching front‑line partners on correct Voice ID usage

• Re‑rendering or refreshing client voice enrollments to reflect behavioral or audio changes

• Reporting & Analysis

Produce and deliver monthly reporting for Risk, Controls, and IT, including:

• Enrollment volumes and total active enrollments

• Successful authentication rates

• Eligibility rates

• False reject volumes (confirmed legitimate clients)

• Analyze trends and anomalies that may negatively impact client experience or risk posture, such as increases in No Matches or Suspicious Caller rulings.

• Escalate findings and insights to IT, Microsoft, Model Risk, or Fraud partners as appropriate.

• Support ad‑hoc data and analysis requests from Risk, Fraud, and governance teams.

Front‑Line Support & Issue Resolution

• Serve as a subject matter expert for Voice ID, supporting front‑line partners with troubleshooting and guidance.

• Distinguish between true technology defects and user‑driven issues, providing coaching where applicable.

• Partner with IT to submit incidents (INCs), escalate technical issues, and support resolution efforts.

Product Ownership Support & Testing

• Support the Voice ID product owner through research, reporting, and stakeholder presentations as needed.

• Participate in governance activities with Model Risk, IT Risk, Fraud, and Privacy partners.

• Partner annually with Privacy to assess regulatory or legislative changes impacting Voice ID use.

• Lead or participate in User Acceptance Testing (UAT) for enhancements, upgrades, or platform changes, which may require extended testing sessions involving cross‑functional teams.

Governance & Survey Administration

• Administer required semi‑annual Voice ID user surveys to meet Model Risk requirements.

• Analyze survey results and prepare reporting for submission to governance partners.

Required Qualifications

• Experience in contact center operations, client authentication, fraud risk, or quality assurance.

• Strong analytical skills with the ability to assess risk, patterns, and root cause across multiple systems.

• Ability to make sound judgment decisions in time‑sensitive, risk‑related scenarios.

• Comfortable working across multiple platforms and systems simultaneously.

• Strong communication skills, with the ability to coach front‑line partners and collaborate with cross‑functional teams.

Preferred Qualifications

• Experience with voice biometrics, authentication tools, or fraud detection solutions.

• Familiarity with Verint or similar call recording platforms.

• Experience supporting risk, control, or governance reporting.

• Prior involvement in UAT testing or technology implementations.

Key Competencies

• Attention to detail

• Risk awareness and sound judgment

• Client‑centric mindset

• Ability to prioritize and respond quickly to high‑impact alerts

• Strong partnership and collaboration skills

Salary Range:

Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.