Account Security Consultant

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.

• 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.

• Experience in financial services, fraud prevention, investigations, risk management, compliance, or customer support.
• Bachelor's degree or equivalent work experience.

• 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