Fraud Client Services Specialist (Advanced)

The Vanguard Group; Scottsdale (AZ); Hybrid; USD 120,000 - 170,000; Full time

Job summary

The Vanguard Group is seeking a Fraud Lead to own end-to-end fraud cases, engage high-net-worth clients, and coordinate with internal teams in a hybrid work environment. You will perform in-depth risk assessment, documentation, and escalation when needed to ensure secure and timely resolutions.

Role requires strong analytical skills, meticulous case management, and the ability to communicate complex updates to clients and partners.

Qualifications

• Minimum of three years related work experience.
• Undergraduate degree or equivalent combination of training and experience.
• Certified Fraud Examiner (CFE) certification preferred.

Responsibilities

• Fraud Lead Intake and End-to-End Ownership: Receive and take ownership of fraud leads escalated from Primary Fraud Client Services.
• Assume full accountability for resolving referred cases from intake through closure.
• End-to-End Case Ownership and Resolution: Own and manage fraud cases from intake through final resolution across typologies.
• Drive all investigative, servicing, and resolution activities needed to close cases.
• Client Engagement and High-Value Servicing: Serve inbound and outbound interactions for HNW and Workplace Solutions clients.
• Fraud Analysis, Decisioning, and Risk Assessment: Analyze account activity and fraud indicators to differentiate good vs bad actors.
• Specialized Fraud Typology Ownership: Maintain deep expertise in assigned typologies (NAF, NAPF, no money movement).
• Operational Flexibility and Volume Management: Support coverage during high demand periods and balance workload.
• Identity Verification and Risk Controls: Perform enhanced authentication and risk controls including indicators of social engineering.
• Operational Excellence and Compliance: Maintain audit-ready documentation and adhere to policies and controls.
• Internal Consultation and Leadership Support: Provide guidance and escalate for advanced handling; collaborate with teams.

Skills

Analytical thinking

End-to-end case management

Prioritization & workload management

Ownership of cases midstream

High-value client communication

Decision-making under pressure

Documentation and traceability

Education

Bachelor's degree or equivalent

Certified Fraud Examiner (CFE) preferred

Job description

Key Responsibilities

Fraud Lead Intake and End-to-End Ownership Receive and take ownership of fraud leads escalated from Primary Fraud Client Services Transition cases seamlessly, ensuring continuity of client experience and risk management

Assume full accountability for resolving referred cases from intake through closure Serve as the single point of contact for the client and internal partners once a case is owned Ensure clear documentation of case history, prior actions, and next steps during handoff

End-to-End Case Ownership and Resolution Own and manage fraud cases from intake through final resolution across assigned typologies (e.g., NAF, NAPF, no money movement) Drive all investigative, servicing, and resolution activities needed to close cases Manage a book of business, prioritizing cases based on risk, complexity, and client impact Monitor case aging, proactively address delays, and ensure closure within service expectations Ensure strong follow-through on all actions, including client communication and internal coordination

Client Engagement and High-Value Servicing Serve inbound and outbound interactions for high-net-worth (HNW) and Workplace Solutions client segments Re-engage clients on cases referred from primary to gather additional information, validate activity, and provide updates Act as a trusted advisor in high-risk or sensitive fraud situations Clearly communicate case status, decisions, and next steps to clients Manage complex or escalated client interactions with professionalism and confidence Escalate cases to Senior Investigators as needed for defined Fraud typologies

Fraud Analysis, Decisioning, and Risk Assessment Conduct in-depth analysis of account activity, transaction behaviors, and fraud indicators Apply advanced judgment to differentiate good users from bad actors Determine and execute appropriate actions, including restriction, escalation, or closure Identify patterns or trends within caseload and elevate emerging risks Resolve more complex or ambiguous cases that require deeper expertise beyond initial servicing

Specialized Fraud Typology Ownership Maintain deep expertise in assigned fraud typologies (NAF, NAPF, no money movement) Apply consistent handling practices and decision frameworks across similar case types Serve as an escalation point for complex scenarios within these typologies Partner with investigation, prevention, and product teams to refine handling strategies

Operational Flexibility and Volume Management Support Primary Fraud Client Services coverage during periods of high demand Balance direct client interaction, lead intake, and case management responsibilities based on volume Adjust priorities in real time to meet operational needs without compromising quality Maintain productivity across servicing, escalations, and case resolution work

Identity Verification and Risk Controls Perform enhanced authentication and identity validation in complex or high-risk scenarios Verify information gathered during initial servicing and identify red flags Detect social engineering, impersonation, and suspicious behaviors Execute appropriate risk controls including account restrictions and fraud prevention measures

Operational Excellence and Compliance Maintain accurate, detailed, and audit-ready case documentation across the full lifecycle Ensure continuity and completeness of documentation from primary handoff through closure Adhere to fraud policies, regulatory requirements, and internal controls Identify opportunities to improve handoffs, workflows, and case handling practices

Internal Consultation and Leadership Support Serve as a subject matter resource for primary fraud specialists and partners Provide guidance on which cases should be escalated for advanced handling Support feedback loops to Primary on trends, quality of intake, and improvement opportunities Partner across fraud, servicing, and technology teams to improve outcomes and scalability

Required Skills and Capabilities

Core Skills

• Strong analytical thinking and advanced risk assessment capabilities
• Ability to independently manage and resolve complex cases end to end
• Strong prioritization and book of business management skills
• Ability to take ownership of cases midstream and drive to resolution
• Effective communication with high-value clients and internal stakeholders
• Sound decision-making in ambiguous or high-pressure situations
• Attention to detail with disciplined case documentation

Qualifications

Minimum of three years related work experience.

Undergraduate degree or equivalent combination of training and experience.

Certified Fraud Examiner (CFE) certification preferred.

Candidates who do not currently hold the certification must successfully obtain it within one year of employment via self-study. Vanguard sponsors the certification process.

Special Factors Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission - we're on a mission.

To work for the long-term financial wellbeing of our clients.

To lead through product and services that transform our clients' lives.

To learn and develop our skills as individuals and as a team.

From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection.

We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

Vanguard, one of the world's leading investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals.

We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.