Fraud Client Services (FCS) Primary Manager

Vanguard • Malvern, PA

2d • Hybrid

About The Position

The Fraud Client Services (FCS) Primary Manager leads and develops a team of frontline Fraud Client Services Specialists who support inbound fraud-related client interactions and fraud prevention activities. The role drives performance across quality, service levels, productivity, fraud prevention outcomes, and client experience, while managing day-to-day contact center operations, including queue performance, staffing, workforce management, and service delivery.

The manager ensures fraud-related concerns are identified, escalated, and resolved effectively to minimize client impact and financial risk. They partner with Fraud Strategy, Fraud Recovery, Risk, Compliance, Technology, AML, and Client Experience teams; lead adoption of fraud prevention tools and process enhancements; and support workforce planning, capacity management, onboarding, and organizational readiness. The position is based at Vanguard’s Malvern, Pennsylvania headquarters and follows a hybrid schedule, with in-office work Tuesday through Thursday.

Requirements

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

Nice To Haves

• Certified Fraud Examiner (CFE).

Responsibilities

• Lead and develop frontline Fraud Client Services Specialists supporting inbound fraud-related client interactions and fraud prevention activities.
• Hire, coach, develop, and support team members while fostering accountability, teamwork, and continuous improvement.
• Drive performance across quality, service levels, productivity, fraud prevention outcomes, and client experience.
• Manage daily contact center operations, including queue performance, staffing, workforce management, and service delivery.
• Ensure timely 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 implementation and adoption of fraud prevention tools, processes, and operating model enhancements.
• Support workforce planning, capacity management, onboarding, and organizational readiness.
• Participate in special projects and perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager