APS Team Lead Agent

Guidehouse • San Antonio, TX

2d

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 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.

Requirements

• 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

Nice To Haves

• 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.

Responsibilities

• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED