Manager, BSA High Risk Customer Reviews

Pathward is a financial empowerment company dedicated to creating financial inclusion for all. The Manager, High-Risk Customer Reviews leads the High-Risk Customer Review team, ensuring the execution and quality of enhanced due diligence reviews across various business lines.

Responsibilities:

• 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 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