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Job description
Manager, High-Risk Customer Reviews
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.
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
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.
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.
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.
Worksite address
phoenix, AZ, 85003, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.