APS Quality Control Agent

Job Family: Business Operations

Travel Required: None

Clearance Required: None

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 auditing quality and compliance of 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 impartiality, is organized, detail-oriented, customer-focused, and comfortable managing sensitive matters while ensuring timely and accurate case handling.

What You Will Do:

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.

What You Will Need:

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.

What Would Be Nice To Have:

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 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 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.