Northern Trust
Financial Services
VoiceIDConsultant
“Voice ID Consultant at Northern Trust. Skills: Voice ID authentication, Fraud detection, Risk mitigation, Client experience. Monitor suspicious caller alerts. Respond to suspicious caller alerts”
What You'll Achieve.
Ensure rapid response; Mitigate risk; Maintain program integrity; Support ongoing enhancements; Support reporting; Support governance
Industry & Context.
Root cause analysis; Troubleshooting; Risk assessment; Pattern analysis
What They're Looking For.
Must Have
Experience in contact center operations, Client authentication experience, Fraud risk experience, Quality assurance experience, Analytical skills, Ability to make sound judgment decisions, Comfortable working across multiple platforms, Communication skills
Nice to Have
Experience with voice biometrics, Experience with authentication tools, Experience with fraud detection solutions, Familiarity with Verint, Experience supporting risk reporting, Experience supporting control reporting, Experience supporting governance reporting, Prior involvement in UAT testing, Prior involvement in technology implementations
What You'll Do.
Monitor suspicious caller alerts
Respond to suspicious caller alerts
Prioritize alert review
Conduct suspicious caller reviews
Review contributing factors
Listen to call recordings
Assess voice consistency
Review client case history
Review authentication results
Review suspicious behavior patterns
Determine appropriate outcomes
Confirm legitimate client activity
Escalate to Fraud teams
Escalate to serving teams
Add callers to Watchlist
Resolve "No Match" outcomes
Investigate "No Match" outcomes
Identify root causes of mismatches
Complete suspicious caller escalation
Coach front-line partners
Re-render voice enrollments
Refresh voice enrollments
Produce monthly reporting
Deliver monthly reporting
Analyze trends and anomalies
Escalate findings and insights
Support ad-hoc data requests
Support ad-hoc analysis requests
Serve as subject matter expert
Support front-line partners
Troubleshoot Voice ID issues
Provide Voice ID guidance
Distinguish technology defects
Distinguish user-driven issues
Submit incidents (INCs)
Escalate technical issues
Support resolution efforts
Support Voice ID product owner
Participate in governance activities
Assess regulatory changes
Assess legislative changes
Lead User Acceptance Testing
Participate in User Acceptance Testing
Administer Voice ID user surveys
Analyze survey results
Prepare survey reporting
How You'll Work.
Team & Collaboration
Cross-functional teams; Risk teams; Fraud teams; IT teams; Privacy teams; Model Risk teams; Front-line partners; Serving teams; Governance teams; Microsoft partners
Communication Scope
Coaching front-line partners; Collaborate with teams; Stakeholder presentations
Process & Methodology
User Acceptance Testing
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