Vanguard is not offering visa sponsorship for this position
Key Responsibilities
Fraud Lead Intake and End-to-End Ownership
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Receive and take ownership of fraud leads escalated from Primary Fraud Client Services
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Transition cases seamlessly, ensuring continuity of client experience and risk management
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Assume full accountability for resolving referred cases from intake through closure
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Serve as the single point of contact for the client and internal partners once a case is owned
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Ensure clear documentation of case history, prior actions, and next steps during handoff
End-to-End Case Ownership and Resolution
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Own and manage fraud cases from intake through final resolution across assigned typologies (e.g., NAF, NAPF, no money movement)
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Drive all investigative, servicing, and resolution activities needed to close cases
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Manage a book of business, prioritizing cases based on risk, complexity, and client impact
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Monitor case aging, proactively address delays, and ensure closure within service expectations
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Ensure strong follow-through on all actions, including client communication and internal coordination
Client Engagement and High-Value Servicing
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Serve inbound and outbound interactions for high-net-worth (HNW) and Workplace Solutions client segments
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Re-engage clients on cases referred from primary to gather additional information, validate activity, and provide updates
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Act as a trusted advisor in high-risk or sensitive fraud situations
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Clearly communicate case status, decisions, and next steps to clients
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Manage complex or escalated client interactions with professionalism and confidence
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Escalate cases to Senior Investigators as needed for defined Fraud typologies
Fraud Analysis, Decisioning, and Risk Assessment
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Conduct in-depth analysis of account activity, transaction behaviors, and fraud indicators
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Apply advanced judgment to differentiate good users from bad actors
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Determine and execute appropriate actions, including restriction, escalation, or closure
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Identify patterns or trends within caseload and escalate emerging risks
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Resolve more complex or ambiguous cases that require deeper expertise beyond initial servicing
Specialized Fraud Typology Ownership
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Maintain deep expertise in assigned fraud typologies (NAF, NAPF, no money movement)
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Apply consistent handling practices and decision frameworks across similar case types
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Serve as an escalation point for complex scenarios within these typologies
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Partner with investigation, prevention, and product teams to refine handling strategies
Operational Flexibility and Volume Management
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Support Primary Fraud Client Services coverage during periods of high demand
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Balance direct client interaction, lead intake, and case management responsibilities based on volume
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Adjust priorities in real time to meet operational needs without compromising quality
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Maintain productivity across servicing, escalations, and case resolution work
Identity Verification and Risk Controls
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Perform enhanced authentication and identity validation in complex or high-risk scenarios
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Verify information gathered during initial servicing and identify red flags
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Detect social engineering, impersonation, and suspicious behaviors
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Execute appropriate risk controls including account restrictions and fraud prevention measures
Operational Excellence and Compliance
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Maintain accurate, detailed, and audit-ready case documentation across the full lifecycle
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Ensure continuity and completeness of documentation from primary handoff through closure
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Adhere to fraud policies, regulatory requirements, and internal controls
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Identify opportunities to improve handoffs, workflows, and case handling practices
Internal Consultation and Leadership Support
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Serve as a subject matter resource for primary fraud specialists and partners
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Provide guidance on which cases should be escalated for advanced handling
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Support feedback loops to Primary on trends, quality of intake, and improvement opportunities
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Partner across fraud, servicing, and technology teams to improve outcomes and scalability
Required Skills and Capabilities
Core Skills
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Strong analytical thinking and advanced risk assessment capabilities
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Ability to independently manage and resolve complex cases end to end
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Strong prioritization and book of business management skills
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Ability to take ownership of cases midstream and drive to resolution
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Effective communication with high-value clients and internal stakeholders
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Sound decision-making in ambiguous or high-pressure situations
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Attention to detail with disciplined case documentation
Qualifications
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Minimum of three years related work experience.
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Undergraduate degree or equivalent combination of training and experience.
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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.