Fraud Client Services Specialist (Advanced)

The Vanguard Group•Scottsdale, AZ

7d•Hybrid

About The Position

This role is responsible for managing escalated fraud leads from initial intake through end-to-end resolution. The specialist will serve as the primary point of contact for clients and internal partners, ensuring continuity of client experience and effective risk management. The position involves in-depth analysis of account activity, decisioning on complex cases, and maintaining expertise in specific fraud typologies. Additionally, the role requires operational flexibility to support primary teams during high demand and adherence to strict documentation and compliance standards. The specialist will also act as a subject matter resource for other fraud specialists and contribute to process improvements.

Requirements

Minimum of three years related work experience.
Undergraduate degree or equivalent combination of training and experience.
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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.
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.
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.
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.
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.