Note: The job is a remote job and is open to candidates in USA. Pathward is a financial empowerment company focused on expanding access to responsible, secure financial products and services. The Manager, Case Operations leads the Suspicious Activity Monitoring case investigation function, overseeing investigations, analyst performance, regulatory compliance, reporting, risk management, and continuous improvement within the BSA/AML and Sanctions Operations team.
Responsibilities
- 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
- Ensure cases are investigated, documented, and dispositioned in accordance with Pathward policies, procedures, and regulatory requirements
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- Bachelor's degree required
- 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
- 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
- Professional certifications (e.g., CAMS) preferred
Benefits
- This role is also eligible for an annual performance-based incentive opportunity.
- Health insurance
- 401(k) retirement benefits
- Life insurance
- Disability benefits
- Paid time off
Company Overview