APS Quality Control Agent

Job Family:
Business Operations

Travel Required:

None

Clearance Required:

None

• Review and audit cases provided by the financial institution involving potential elder financial exploitation (EFE), financial abuse, neglect, self-neglect, or other concerns requiring APS reporting for adherence with established procedures and jurisdictional requirements
• Assess reporting requirements and identify the appropriate APS jurisdiction (e.g. by state & county) based on established procedures
• Navigate internal case management systems to review case information, document activity, and track reporting outcomes
• Provide feedback to receiving unit personnel for potential remediation or confirmed compliance with procedures
• Communicate professionally with APS agencies and external stakeholders to ensure reports are submitted, received, and properly documented
• Confirm documented reporting attempts, agency contacts, outcomes, reference numbers, and timestamps to maintain a complete audit trail
• Ensure all reporting activities meet established quality, compliance, and timeliness standards
• Manage multiple cases simultaneously while meeting productivity and service level expectations
• Escalate questions, exceptions, or complex situations in accordance with established procedures

• High school diploma or equivalent
• 2 + years of experience in any of the following: customer support or customer operations within a financial services, fintech, payments, or banking environment; fraud, financial crime, AML, compliance, or risk operations; investigations support, case management, or agency reporting; operations, back-office processing, or customer protection functions; or contact center/support roles involving documentation, escalations, and case tracking
• Strong attention to detail and ability to maintain accurate records and documentation
• Strong verbal and written communication skills
• Ability to navigate multiple systems and follow established procedures
• Ability to manage multiple priorities while meeting quality and timeliness expectations
• Comfortable working independently and as part of a team

• Experience with Adult Protective Services (APS) reporting
• Experience reviewing cases involving elder financial exploitation (EFE), vulnerable adults, or financial abuse
• Experience investigating fraud or financial exploitation typologies for suspicious activity reporting
• Experience working in financial services, fintech, banking, cryptocurrency, or payments environments
• Experience using case management, workflow, or ticketing platforms
• Experience working in a regulated or compliance-focused environment

This role involves reviewing and processing cases that may include sensitive subject matter involving financial exploitation, abuse, neglect, or other situations impacting vulnerable adults. Successful candidates will demonstrate professionalism, empathy, sound judgment, attention to detail, and the ability to work effectively within established compliance and reporting requirements.

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include:

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Position may be eligible for a discretionary variable incentive bonus
• Parental Leave
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Emergency Back-Up Childcare Program

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

Guidehouse is a global AI-led professional services firm delivering advisory, technology, and managed services to the commercial and government sectors. With an integrated business technology approach, Guidehouse drives efficiency and resilience in the healthcare, financial services, energy, infrastructure, and national security markets. Built to help clients across industries outwit complexity, the firm brings together approximately 18,000 professionals to achieve lasting impact and shape a meaningful future.