Manager, BSA/AML Operations – Cases (Case Operations)

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 area 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
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