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.