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.