Fraud Client Services Specialist (Advanced)
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 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.