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 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:
$70,490 - 119,890 USDSalary 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.
We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply 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 [email protected].
We hope you’re 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.
Skills Required
- Experience in contact center operations, client authentication, fraud risk, or quality assurance.
- Strong analytical skills 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.
- 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.
Northern Trust Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Northern Trust and has not been reviewed or approved by Northern Trust.
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Retirement Support — Retirement offerings are positioned as a standout, with a 401(k) plus an additional employer-funded pension described as a differentiator. This combination is repeatedly framed as a meaningful offset within total rewards, especially for long-term financial security.
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Leave & Time Off Breadth — Time-off benefits are depicted as generous, spanning paid time off, holidays, and dedicated paid volunteer time. The breadth of leave options is highlighted as a consistent strength that supports work-life balance.
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Healthcare Strength — Health coverage is characterized as comprehensive, typically including medical, dental, vision, and mental-health support through an assistance program. The offering is portrayed as robust and family-supportive, with multiple plan options in some descriptions.
Northern Trust Insights
What We Do
As a global leader in innovative wealth management, asset servicing and investment solutions, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families and institutions by remaining true to our enduring principles of service, expertise and integrity. A globally recognized Fortune 500 Company in continuous operation since 1889, we’ve built a legacy of empowering clients to reach their goals with confidence. Since our roots as a trust bank, we’ve grown to a global presence with more than 24,000 employees in more than 20 countries and across six core business units: Wealth Management Asset Management Asset Servicing Technology Corporate Functions Enterprise Operations Join a Team That’s Achieving Greater At Northern Trust, we refer to our employees as partners – with good reason. We understand that relationships are the key to our success. Here you’ll join a diverse and inclusive team of innovators with the drive to challenge the way things have always been done. Instead of choosing between a dynamic career and work-life balance, enjoy working with a team that supports your goals in the office and at home. We’ll help you get where you want to go without sacrificing what matters most to you. Delivering value and adhering to our enduring principles What are enduring principles? Since our founding, they have guided our strategy and success. Thanks to the dedication of our partners, Northern Trust continues to thrive by adhering to three enduring principles: service, expertise and integrity . What does this mean? Service Northern Trust has a relentless drive to provide exceptional service to our clients, our partners and our communities. We set new standards and go above and beyond in our commitment to delivering greater results. Expertise Expertise is at the core of who we are. We focus sharply on what we do well. From expanding our capabilities, to hiring talented professionals to developing innovative solutions, our expertise is why we continue to be a trusted advisor for generations of families and institutions. Integrity Operating with uncompromising ethics is central to Northern Trust’s heritage. As a result, our clients, partners and communities know they can rely on us. For more than 130 years, our integrity has been our guide – and that will never change.
Why Work With Us
At Northern Trust, we go further because we go together. We embrace flexibility, encourage balance, and prioritize inclusion at all levels, working together to keep you connected. We are committed to our employees—all 24,000 of them. Whether this is a first step or a bold new leap in your career, we’re here to help you move forward.
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