This Hybrid Role (in office Tues-Wed-Thurs) is based in Malvern, PA (HQ).
Core Responsibilities
- Lead and develop a team of frontline Fraud Client Services Specialists responsible for supporting inbound fraud-related client interactions and fraud prevention activities.
- Hire, coach, develop, and support crew while fostering a culture of 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 the 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.
Qualifications
- Minimum five years of related experience required
- Undergraduate degree or equivalent combination of training and experience required.
- Leadership experience with ability to coach and develop teams
- Strong analytical and decision-making skills
- Ability to balance risk mitigation with client experience
- Certified Fraud Examiner (CFE) preferred
- Effective communication and stakeholder management skills
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.