Fraud Client Services (FCS) Primary Manager

Hybrid Role in Malvern, PA

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.