Manager, BSA High Risk Customer Reviews

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.

Requirements

• 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
• 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 qua

Benefits

Additional Information

We are a hybrid, remote-office company dedicated to growing our talent anywhere! We have onsite locations in: Sioux Falls, SD, Scottsdale, 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.

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