Fraud Client Services Specialist (Advanced)

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 escalate 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.