Job Description
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.
About the Role:
The Manager, Case Operations is responsible for the day-to-day leadership, execution, and oversight of Pathward’s Suspicious Activity Monitoring (SAM) case investigation function within the BSA/AML & Sanctions Operations team, ensuring compliance with the Bank Secrecy Act (BSA), AML regulations, and OCC supervisory expectations. Reporting to the Vice President, BSA/AML Operations – Cases, this role provides direct supervision over the investigation, documentation, and disposition of escalated cases arising from SAM-related triggers, and ensures that Pathward maintains a well-governed, risk-based, and sustainable investigation and reporting framework. Responsible for supporting and enhancing the organization’s Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) compliance program.
What You Will Do:
Scope of Responsibility
- Provides direct supervision of analysts responsible for SAM case investigations, enhanced due diligence, and escalation activities.
- Manages case investigations generated through transaction monitoring systems, as well as manual referrals.
- Owns day-to-day operational performance across case volumes, aging, investigation quality, and regulatory responsiveness, ensuring adherence to established SLAs and quality standards.
- Serves as a first-line operational leader within the BSA/AML & Sanctions Operations team and Pathward’s Financial Crime Compliance (FCC) Program, partnering closely with the Alerts and SAR Filing teams, Compliance, Technology, Data Analytics, Program Management, and Assurance functions.
- Supports the development, implementation, and maintenance of BSA/AML policies, procedures, desktop procedures, and controls for the case function.
- Assists in executing components of the BSA/AML program including customer due diligence, sanctions screening, and suspicious activity identification, where applicable.
- Contributes to risk assessments to identify and evaluate BSA/AML risks across products, services, customers, and geographic locations.
Key Responsibilities
Operational Oversight & Investigations
- Ensure cases are investigated, documented, and dispositioned in accordance with Pathward policies, procedures, and regulatory requirements.
- Maintain accountability for:
- SAM case investigations and dispositions
- Identification of suspicious activity and preparation of SAR referrals for the SAR Filing function
- CTR accuracy and timeliness
- Escalation of investigations requiring Enhanced Due Diligence (EDD)
- Timely, complete, and defensible responses to 314(a) information requests, law enforcement inquiries, subpoenas, and regulatory requests
- Monitor daily queues and workload distribution to ensure cases remain within SLA and backlogs are proactively managed and escalated.
Team Leadership & Quality
- Lead, coach, and develop analysts, providing direction, feedback, and performance management.
- Perform and oversee quality review of investigations and SAR referrals to ensure consistency, completeness, and defensibility.
- Establish and reinforce a culture of accountability, consistency, and continuous improvement across SAM Case Operations within the BSA/AML & Sanctions Operations team.
Governance, Metrics & Reporting
- Compile and report key risk indicators (KRIs) and key performance indicators (KPIs) for management and Board reporting, including case volumes and aging; SLA performance and exceptions; SAR referral and investigation outcome trends; staffing capacity and productivity; and emerging typologies.
- Translate operational data into clear, risk-focused narratives aligned with OCC expectations for senior management and Board oversight.
Risk Management & Root Cause Analysis
- Support root cause analysis for operational issues, trends, or findings, including assessment of control effectiveness, identification of control gaps, and recommendation of risk-based remediation actions.
- Ensure remediation activities are sustainable and aligned with Pathward’s enterprise risk management framework.
Technology, Data Analytics & Rule Tuning
- Partner with FCC Program Management, Data Analytics, and Technology Assurance to support tuning and optimization of SAM rules and scenarios, evaluate alert and case quality, and ensure rule changes are appropriately governed, tested, and documented.
Policies, Procedures & Talent Development
- Maintain and update SAM case-related procedures, desktop procedures, checklists, sample narratives, and reference guides to ensure they remain current, accurate, and aligned with regulatory guidance and operational practice.
- Support training, quality assurance, and mentorship for analysts, promoting professional growth and consistent execution.
What You Will Need:
- Bachelor’s degree required; professional certifications (e.g., CAMS) preferred.
- Solid experience in BSA/AML operations, financial crimes investigations, and SAM programs within a regulated financial institution.
- Demonstrated experience leading or supervising analysts.
- Working knowledge of Actimize, FCRM, and enterprise transaction monitoring systems.
- Strong analytical, communication, and organizational skills, with the ability to manage queues, SLAs, and staff capacity.
Product Services & Knowledge:
Case investigations and SAR referrals require an understanding of how funds move through each Pathward product across the BSA/AML & Sanctions Operations estate. The Manager and their analysts must hold working, product-level knowledge of the funds flows, typologies, and party designations across the Bank’s product categories and its program-manager model, including:
- Card Issuing / Prepaid — GPR, payroll, corporate disbursement, gift, government-benefit and student cards, and the load/spend typologies (structuring, funnel accounts, bust-out) that drive investigations and SAR referrals.
- Tax Products (EPS Financial / Refund Advantage) — refund transfers, taxpayer advances (including Emerald Advance®), and tax-office loans, and the IRS/ERO funds flows behind seasonal SAR/CTR volume.
- Acquiring (Merchant & ATM) — merchant/ISO/payment-facilitator activity, transaction laundering, and ATM cash-access typologies.
- Digital Payments & Faster Payments (Visa Direct / Mastercard Send) — push/pull disbursements, P2P, and cross-border rails.
- Consumer Lending, Commercial Finance, and Commercial Deposits — the CTR, continuing-activity, and 314(a) obligations Pathward retains as lender/bank of record and depository institution.
- The Bank-vs-Program-Manager framework — Pathward files all SARs, CTRs, and 314(a) responses, so activity must be traced back through the program-manager escalation model.
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.
#LI-Remote
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.
Who we are:
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.
We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, transgender status, pregnancy, national origin, age (age 40 and over), disability, genetic information, marital status, hair texture or hairstyle, ancestry, service in the uniformed services, protected veteran status, status as a victim of domestic violence or any other class protected by federal, state and local laws.
Please click here to learn more about our benefits and review information about our Privacy Policy, Affirmative Action Plan and other notices. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. For assistance completing an application, please contact a Pathward People & Culture Representative by emailing – [email protected]
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Applications will be accepted for a minimum of 3 days after posting, and there is no predetermined date by which applications should be submitted.
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