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.