Fraud Client Services Specialist (Advanced)

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.