Fraud Client Services (FCS) Primary Manager

The Vanguard Group • Malvern, PA

1d • Hybrid

About The Position

Lead and develop a team of frontline Fraud Client Services Specialists who support inbound fraud-related client interactions and fraud prevention activities. Drive performance across quality, service levels, productivity, fraud prevention outcomes, and client experience, while managing daily contact center operations and ensuring fraud concerns are identified, escalated, and resolved effectively. Partner with related teams to strengthen fraud prevention capabilities, lead adoption of new tools and processes, and support workforce planning and organizational readiness.

This is a hybrid role based at Vanguard’s headquarters in Malvern, Pennsylvania, with in-office work Tuesday through Thursday. Vanguard describes its hybrid model as supporting flexibility alongside in-person learning, collaboration, and connection. Vanguard is not offering visa sponsorship for this position.

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 a team of 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 day-to-day contact center operations, including queue performance, staffing, workforce management, and service delivery.
• Ensure timely and effective 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 new fraud prevention tools, processes, and operating model enhancements.
• Support workforce planning, capacity management, onboarding, and organizational readiness efforts.
• Participate in special projects and perform other duties as assigned.

What This Job Offers

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