APS Quality Control Agent

Guidehouse•San Antonio, TX

2d•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.

Benefits

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