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.

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