Voice ID Consultant

About Northern Trust:

Northern Trust a Fortune 500 company is a globally recognized award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the worlds most successful individuals families and institutions by remaining true to our enduring principles of service expertise and integrity. With more than 130 years of financial experience and over 22000 partners we serve the worlds most sophisticated clients using leading technology and exceptional service.

Job Description Summary

The Voice ID Consultant is responsible for the daytoday oversight investigation and optimization of Northern Trusts 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 frontline partners and partnering closely with Risk Fraud IT Privacy and Model Risk teams.

The Consultant plays a key role in ensuring rapid response to highrisk 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 (35) 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 frontline partners on correct Voice ID usage

• Rerendering 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 adhoc data and analysis requests from Risk Fraud and governance teams.

FrontLine Support & Issue Resolution

• Serve as a subject matter expert for Voice ID supporting frontline partners with troubleshooting and guidance.

• Distinguish between true technology defects and userdriven 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 crossfunctional teams.

Governance & Survey Administration

• Administer required semiannual 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 timesensitive riskrelated scenarios.

• Comfortable working across multiple platforms and systems simultaneously.

• Strong communication skills with the ability to coach frontline partners and collaborate with crossfunctional 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

• Clientcentric mindset

• Ability to prioritize and respond quickly to highimpact 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.

Working with Us:

As a Northern Trust partner greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged senior leaders are accessible and you can take pride in working for a company committed to assisting the communities we serve!Join a workplace with a greater purpose.

Wed love to learn more about how your interests and experience could be a fit with one of the worlds most admired and sustainable companies! Build your career with us andapply today.#MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process please email our HR Service Center at .

We hope youre excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.