Job Description

hackajob is collaborating with Vanguard to connect them with exceptional professionals for this role.

The Fraud Client Services Specialist (Advanced S1) is a client-facing fraud professional responsible for addressing client concerns, preventing fraud in real time, and owning specific fraud cases through end-to-end resolution.

This role operates at the intersection of fraud prevention and fraud investigation, providing end-to-end support — from initial client concern through proactive fraud prevention, case ownership, investigation support, and final resolution.

As a key point of contact for fraud interactions, this role serves HNW and VWS client segments while also assuming ownership of fraud cases that meet defined complexity criteria. The specialist ensures seamless experiences by managing cases initiated through both direct client interactions and referrals from Primary Fraud Client Services.

The specialist applies advanced risk judgment, ensures timely and complete resolution, and delivers a high-quality client experience during sensitive and high-risk situations. This includes managing a defined caseload and maintaining accountability across the full fraud lifecycle.

This position is critical to advancing a proactive, prevention-first fraud model by combining front-line client engagement with full case ownership, strengthening risk mitigation while maintaining client trust and confidence.

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.

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