This Hybrid Role (in office Tues-Wed-Thurs) is based in Malvern, PA (HQ).
- 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.
Skills Required
- Minimum five years of related experience
- Undergraduate degree or equivalent combination of training and experience
- Leadership experience with ability to coach and develop teams
- Strong analytical and decision-making skills
- Ability to balance risk mitigation with client experience
- Effective communication and stakeholder management skills
- Certified Fraud Examiner certification
Vanguard Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Vanguard and has not been reviewed or approved by Vanguard.
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Retirement Support — Retirement support appears unusually strong through a 401(k) design that includes a match plus an additional employer contribution, which can materially lift long-term total rewards. HSA seeding and an enhanced employer match further strengthen the savings-and-benefits value of the package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle support is reinforced by a sizable annual FlexFund stipend that can be applied across many day-to-day categories such as fitness, childcare, and other personal expenses. On-site or virtual clinics and fitness options add practical health and wellness convenience.
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Affordable Benefits — Healthcare and related benefits are positioned as comparatively affordable via heavily subsidized medical plans and broad coverage options. This affordability can offset moderate base pay for employees who place higher value on out-of-pocket cost reductions.
Vanguard Insights
What We Do
We are a community of 30 million who think – and feel – differently about investing. Together, we’re changing the way the world invests. Since our founding in 1975, helping our investors achieve their goals is our sole reason for existence. With no other parties to answer to and therefore no conflicting loyalties, we make every decision—like keeping investing costs as low as possible—with only your needs in mind. Vanguard is one of the world's largest investment companies, offering a large selection of high-quality low-cost mutual funds, ETFs, advice, and related services. Individual and institutional investors, financial professionals, and plan sponsors can benefit from the size, stability, and experience Vanguard offers. As of April 30, 2019, we managed more than $5.6 trillion in global assets. In addition, we have 189 funds in the United States and 225 funds in global markets. For Commenting Guidelines & Important information, visit here: http://vanguard.com/linkedin Vanguard Marketing Corporation, Distributor.
