Receives and investigates client inquiries, and communicates solutions. Manages multiple workflows, and implements process improvement initiatives. May handle escalated issues.

Summary

The Account Security Response (ASR) team serves as Vanguard's frontline defense against fraud, financial exploitation, and account security threats. ASR consultants work directly with clients and internal business partners to identify security risks, educate investors on protective measures, investigate account security concerns, and guide clients through complex fraud-related situations. ASR also acts as the communication bridge between fraud investigation teams and clients, ensuring timely follow-up, service recovery, and risk mitigation. If you're passionate about protecting investors, solving complex problems, and making a difference during critical moments, we'd love to hear from you. Join Vanguard's Account Security Response team and help us deliver on our commitment to client protection and security.

What makes this role unique:

This role combines client service, investigation, problem-solving, fraud prevention, and risk management. No two days are the same, and you'll have the opportunity to make a meaningful impact on investors' financial well-being.

Responsibilities:

• Empower clients by educating them on best practices to protect their assets and personal information.

• Investigate and resolve account security concerns through inbound calls, ensuring swift and secure outcomes.

• Support your peers by offering expert guidance via our internal hotline on fraud-related inquiries.

• Lead proactive outreach to clients flagged through fraud notifications or vulnerable investor alerts.

• Tackle complex cases, collaborating across teams to resolve escalated issues with precision and care.

• Drive continuous improvement by identifying trends and contributing to smarter, safer processes.

• Ensure compliance with regulatory standards through clear, accurate, and timely communication.

• Contribute to special projects that shape the future of client protection.

Requirements:

• Strong communication, analytical, and customer service skills.

• Ability to build trust and demonstrate empathy during sensitive client interactions.

• Experience investigating issues, handling complex client situations or escalations, or making risk-based decisions.

• Comfortable working in a fast-paced, highly collaborative and evolving environment.

• Ability to think independently, exercise sound judgement, and manage multiple priorities in a fast-paced environment.

• Demonstrated sound judgment and professionalism when handling confidential information.

• Ability to prioritize competing demands while maintaining attention to detail.

Preferred Experience:

• Experience in financial services, fraud prevention, investigations, risk management, compliance, or customer support.

• Bachelors degree or equivalent work experience.

Location and Work Arrangement:

• This role will operate in a hybrid capacity. Our hybrid schedule is onsite Tuesday, Wednesday, and Thursday, with remote opportunities on Monday and Friday. Candidates must be currently located in one of our following locations to be considered for this role:

  • Malvern, PA

  • Scottsdale, AZ

  • Charlotte, NC

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a missionwe'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.