APS Team Lead Agent

Job Family:

Business Operations

Travel Required:

None

Clearance Required:

None

What You Will Do:

Guidehouse is seeking detail-oriented professionals to support Adult Protective Services (APS) reporting activities for a leading financial services client. This role is responsible for working with teams of agents reviewing and auditing cases involving potential elder financial exploitation (EFE) and other forms of financial harm impacting vulnerable adults, coordinating required reporting activities, and maintaining accurate documentation in accordance with established procedures and deadlines.

The ideal candidate demonstrates team leadership skills, ensuring expectations of timeliness, accuracy and quality of case handling is met. This candidate is also organized, detail-oriented, customer-focused, and comfortable handling sensitive matters.

What You Will Do:

Direct work to a team of agents supporting case reviews 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.

• Monitor the completion of cases for timeliness, accuracy, and quality in compliance with established client procedures and jurisdictional requirements.
• Track and report team metrics for quality, throughput and handle time to project leadership.
• Provide documented coaching and training to agents needing assistance maintaining project expectations.
• Communicate professionally with internal and external stakeholders to confirm and report progress of team performance and deliverables as assigned.
• Hold re-occurring team meetings to provide quality feedback, updates and information, as available.
• Perform spot checks on agent case reviews to confirm adherence with procedural requirements and documented areas of opportunity and strengths
• Demonstrate proactive leadership initiatives and perform assigned tasks at expert level with limited intervention from senior management.
• Escalate questions, exceptions, or complex situations in accordance with established procedures.

What You Will Need:

• A high school diploma and 8+ years of prior relevant experience; some roles may require a university degree, vocational or technical education (Relevant experience may be substituted for formal education)
• 5 + 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 organization and recordkeeping skills
• 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 coordinate multiple priorities while meeting quality and timeliness expectations.
• Ability to digest project updates and their effects for team distribution
• Ability to track, monitor and enhance team for maximum performance
• Comfortable working independently and as part of a team

What Would Be Nice To Have:

• Previous leadership experience
• 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.

LI:DNI

Additional Information

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 proactivity, independence, professionalism, empathy, sound judgment, attention to detail, and the ability to work effectively within established compliance and reporting requirements.

What We Offer:

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

About Guidehouse

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.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com.  Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse.  Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.