Fraud Prevention Client Services Manager – Hybrid

Archer; Malvern (Chester County); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Archer in collaboration with Vanguard is seeking a Fraud Client Services Primary Manager (M2) to lead an inbound team supporting Personal Wealth clients and preventing fraud. The hybrid role is based in Malvern, PA, with in-office Tuesdays through Thursdays, prioritizing client experience and risk mitigation.

The role requires strong people leadership and frontline management, coaching, workforce planning, and collaboration with Fraud, Risk, Compliance, Technology, AML, and Client Experience

Qualifications

• Minimum five years of related experience required.
• Undergraduate degree or equivalent combination of training and experience required.
• Leadership experience with ability to coach and develop teams
• Strong analytical and decision-making skills
• Ability to balance risk mitigation with client experience
• Certified Fraud Examiner (CFE) preferred
• Effective communication and stakeholder management skills

Responsibilities

• Lead and develop a team of frontline Fraud Client Services Specialists responsible for supporting inbound fraud-related client interactions and fraud prevention activities.
• Hire, coach, develop, and support crew while fostering a culture of accountability, teamwork, and continuous improvement.
• Drive performance across quality, service levels, productivity, fraud prevention outcomes, and client experience.
• Manage day-to-day contact center operations, including queue performance, staffing, workforce management, and service delivery.
• Ensure timely and effective identification, escalation, and resolution of fraud-related concerns to minimize client impact and financial risk.
• Partner with Fraud Strategy, Fraud Recovery, Risk, Compliance, Technology, AML, and Client Experience teams to strengthen fraud prevention capabilities and improve outcomes.
• Lead the implementation and adoption of new fraud prevention tools, processes, and operating model enhancements.
• Support workforce planning, capacity management, onboarding, and organizational readiness efforts.
• Participate in special projects and perform other duties as assigned.

Skills

Leadership

Coaching

People management

Analytical thinking

Stakeholder management

Communication

Education

Bachelor's degree

Job description

Archer in collaboration with Vanguard is seeking a Fraud Client Services Primary Manager (M2) to lead an inbound team supporting Personal Wealth clients and preventing fraud. The hybrid role is based in Malvern, PA, with in-office Tuesdays through Thursdays, prioritizing client experience and risk mitigation.

The role requires strong people leadership and frontline management, coaching, workforce planning, and collaboration with Fraud, Risk, Compliance, Technology, AML, and Client Experience