The posting
We are a hybrid, remote-office company dedicated to growing our talent anywhere!
We have onsite locations in: Sioux Falls, SD, Phoenix, AZ, Louisville, KY, Troy, MI, Franklin, TN, Easton, PA.
At Pathward, we take tremendous pride in our purpose to create financial inclusion for all™. We are a financial empowerment company that works with innovators to increase financial availability, choice, and opportunity for all. We strive to remove barriers that traditional institutions put in the way of financial access, and promote economic mobility by providing responsible, secure, high quality financial products.
We are a team of problem solvers and innovators who celebrate our differences and know that our unique perspectives make us stronger and well-positioned for success. We celebrate, and embrace, our team members through our *HUMBLE*HUNGRY*SMART approach, and we believe that we are strongest when we embrace the voices of our employees, customers, partners, and the communities we serve.
About the Role:
The Manager, High-Risk Customer Reviews leads the High-Risk Customer Review team and is accountable for day-to-day execution, quality, and performance of enhanced due diligence (EDD) reviews across all business lines (retail, commercial, prepaid/issuing, and Banking-as-a-Service partnerships). This role sets workflow expectations, provides coaching and quality oversight, manages escalations, and partners with key stakeholders to ensure higher-risk customer relationships are assessed timely and consistently, documented to standard, and monitored in line with BSA/AML requirements and the Bank’s risk appetite.
What You Will Do: Responsibilities (Manager-Level)
- Directly manage and develop a team of analysts performing EDD reviews of varying complexity; set performance expectations, provide coaching, and complete performance feedback processes
- Own daily operations and workload planning (intake, assignment, prioritization, and capacity planning) to ensure reviews are completed within SLA timeframes
- Establish and monitor team performance metrics (timeliness, productivity, quality) and drive corrective actions where needed
- Oversee case assignment and case status management; remove blockers and coordinate rework for quality issues
- Lead a quality control and sampling program for completed EDD reviews; identify root causes, document findings, and implement training and process improvements
- Maintain and refine team procedures, process flows, templates, and job aids; ensure changes are communicated and adopted consistently
- Partner with first-line business units and internal stakeholders to obtain required customer information and documentation; ensure requests are clear, appropriately risk-based, and timely
- Manage escalations of financial crime red flags and unusual activity; ensure appropriate risk decisions, documentation, and handoffs (e.g., SAR investigation referral) occur in accordance with policy
- Support leadership in maturing the EDD/HRC program by recommending process enhancements, tooling opportunities, and risk-based approaches that improve defensibility and efficiency
- Provide reporting and analysis on pipeline health, trends, and recurring issues to management; escalate emerging risks and capacity concerns
- Coordinate audit, compliance testing, and exam support for the team, including evidence gathering, response drafting, and remediation of findings
- Lead and/or support ad hoc projects and initiatives as assigned.
What You Will Need:
- Bachelor’s degree required
- Five or more years of experience in BSA/AML compliance within the financial services industry, including direct experience conducting EDD reviews on high-risk customers
- Experience compiling data, analyzing, and explaining complex ownership structures
- Prior people leadership experience (e.g., coaching, performance management, quality review/approval, or workflow oversight)
- Understanding of financial crimes risks and red flag indicators, with the ability to use knowledge to assess customer risk effectively
- Organizational and time management skills to appropriately prioritize workload and meet time-sensitive deadlines
- Ability and willingness to work independently and in a team environment are required
- Critical thinking and problem-solving skills are a must
- Excellent organizational and communications skills (verbal and written)
- Ability to perform tasks under pressure and in fast-paced environment
- Ability to adapt to a dynamic and continuously changing environment
- Soft skills to foster and maintain effective and positive working relationships with colleagues and business partners
Preferred Qualifications
- Professional certification such as CAMS, CFCS, CFE, or similar
- Experience performing EDD in one or more of the following areas: BaaS/fintech partnerships, prepaid/issuing, commercial customers, MSBs, or other higher-risk products/industries
- Prior experience managing a team or serving in a formal lead role with workflow and quality accountability
- Experience supporting SAR investigations and/or providing well-developed escalation summaries for investigations teams
- Experience with Actimize or comparable financial crimes case management/transaction monitoring tools
- Experience participating in audit/exam readiness activities (e.g., evidence gathering, responding to requests, addressing findings) within a regulated financial institution
The responsibilities listed above are not all inclusive and may be changed at any time.
Salary range: $72,000 – $120,000
The salary range reflects the minimum and maximum target for a new hire in this role. Individual pay within the range will be determined by multiple factors which can include but are not limited to a candidate’s experience, qualifications, skills, and location. Your recruiter can share more about the specific salary for your location during the hiring process. Ranges may be modified in the future. This role is also eligible for an annual performance-based incentive opportunity. Pathward offers a comprehensive benefits package for eligible employees, including health insurance, 401(k) retirement benefits, life insurance, disability benefits, paid time off, and more.
#LI-Remote
Don’t have everything listed under qualifications? If you’re excited about this role but your experiences don’t match exactly to everything in the posting, we encourage you to apply anyway. You may be just the right candidate for this or other Pathward roles. Pathward is an equal employment opportunity employer and considers candidates for roles without regard to their race, sex, national origin, ethnicity, age, disability or any other category protected by law.
Who we are:
Our commitment to inclusion is woven into our DNA. We believe that we are strongest when we embrace the voices of our employees, customers, partners, and the communities we serve.
We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, transgender status, pregnancy, national origin, age (age 40 and over), disability, genetic information, marital status, hair texture or hairstyle, ancestry, service in the uniformed services, protected veteran status, status as a victim of domestic violence or any other class protected by federal, state and local laws.
Please click here to learn more about our benefits and review information about our Privacy Policy, Affirmative Action Plan and other notices. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. For assistance completing an application, please contact a Pathward People & Culture Representative by emailing – [email protected]
Please click here to view Pathward's Applicant Privacy Notice.
Applications will be accepted for a minimum of 3 days after posting, and there is no predetermined date by which applications should be submitted.
Knowingly submitting false information will result in disqualification for consideration of future positions, termination of employment and forfeiture of other rights.
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