Voice Consultant

Position: 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 world's 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 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Job Description Summary

The Voice  is responsible for the day‑to‑day oversight, investigation, and optimization of Northern Trust's Voice  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 , and supporting ongoing enhancements, reporting, and governance.

Key Responsibilities:

Monitor and respond to Suspicious Caller alerts generated through:

* Voice  Portal review queues

* Automated alerts sent to the Voice  distribution

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

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

* Voice  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  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

* 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 , 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  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 .

* Lead or participate in User Acceptance Testing…