Manager, BSA High Risk Customer Reviews

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