Pathward

Customer Support

• Motivates the call center team to achieve goal standards.
• Responsible for supporting, coaching, and developing a group of employees in a Service Center/Operations environment.
• Effectively run reports, demonstrate leadership through acknowledging the fair and consistent application of policies.
• Monitor call center to observe employee demeanor, quality of call, and conformity to company policy and procedures.
• Interact with team members that have diverse backgrounds and temperaments, while maintaining open lines of communication.
• Communicate positive as well as negative feedback, providing feedback that is specific and constructive.
• Monitor team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution.
• Take end-to-end ownership of customer issues.
• Alert leadership of any customer issues or staff incidents occurring in the call center.
• Work well in busy high stress environment.
• Maintain overall call volume and service levels at 90% or above.
• Analyze trends and assist in creating action plans for solutions.
• Participate in recruiting efforts, attend calibration sessions, and participate in conference calls.
• Facilitate daily meetings to provide updates to seasonal employees.
• Demonstrate flexibility by working varying shifts and responding to unanticipated events.
• Supervise agents, including training, setting, and establishing goals, evaluating performance, and resolving employee-related issues.

Customer Experience Team Lead

Account Executive

• Responsible for ensuring Partner underwritten loans conform with Partner program credit guidelines
• Facilitate the validation of external credit partners ensuring credit risk meets simple credit box standards
• Manage the entire underwriting process through closing
• Manage existing Partner generated loans through their life cycle

Client Account Executive, II

• Ensuring Partner underwritten loans conform with Partner program credit guidelines in a timely manner
• Understand and apply minimum underwriting standards based on assigned simple credit box.
• Collaborate closely with the Partner Development Executive with assigned partner to provide a consultative/value-added credit perspective, both prior to proposal issuance and thereafter.
• Review and analyze Partner underwriting packages for content and completeness.
• Order and review due diligence and documentation including field exams.
• Review and analyze financial statement spreads and understand cash flows.
• For new relationships, meet management of the business prior to closing for transactions over a predetermined amount.
• Review reporting requirements and processing with clients.
• Coordinate the pre-funding process with the documentation team assigned.
• Oversee closing documentation process in conjunction with the closing team.
• Other duties as assigned.

Senior Client Account Executive – Renewable Energy

Human Resources

• Manages employee relations across multiple business groups to assist employees and managers in resolving issues and grievances.
• Conducts thorough and timely workplace investigations in accordance with company's methodology, and complies with all applicable laws.
• Maintains the company's employee case management system to ensure detailed documentation of employee relations matters.
• Communicates, ongoing and timely, with all parties during investigation process.
• Provides guidance in situations requiring conflict resolution, policy/procedure interpretation, performance management, position eliminations and other terminations, disciplinary actions, and other issues representing significant risk to the organization.
• Provides rigorous data analysis and reporting solutions based on business needs.
• Integrates and partners with People Business Partners and Legal team to implement solutions.
• Works with the business on highlighting key trends in employee relations and actively drive training, systems and process improvement.
• Independently owns large-scale, company-wide projects delivered on time, that improve frontline partner experience.
• Produces high quality written communications that concisely analyze problems and recommend appropriate solutions.
• Designs and delivers highly engaging training sessions.

Employee Relations Advisor

Financial Planning and Analysis

• Gathers, analyzes, prepares, and summarizes recommendations for financial plans, acquisition activity, trended future requirements and operating forecasts.
• Performs economic research and studies in the areas of rates of return, depreciations, working capital requirements, investment opportunities, investment performance and impact of governmental requirements.
• Runs and enhances reporting systems to facilitate the production of information, budgeting analysis, forecasting analysis, variance analysis, variance commentary, reporting and reviews, and presentation and project preparation.
• Manages or performs work in some/all the following areas: Analysis of internal financial information (e.g., profit loss accounts, financial statements, working capital, costs, prices, expenses, revenues, rates of return, etc.).
• Performs analysis of external economic conditions and their impact on business operations (e.g., inflation, interest rates, exchange rates, etc.).
• Other duties as assigned.

Senior Finance Analyst

Financial Crime

• Provides direct oversight of managers responsible for SAM alert review, case investigations, SAR reporting, and CTR reporting activities.
• Oversees investigations generated through Actimize and FCRM transaction monitoring systems.
• Manages operational performance across alerts, cases, SARs, CTRs, and regulatory responsiveness, ensuring adherence to established SLAs and quality standards.
• Serves as a key operational leader within Pathward’s Financial Crime Compliance (FCC) Program, partnering closely with Compliance, Technology, Data Analytics, Program Management, and Assurance functions.
• Support the development, implementation, and maintenance of comprehensive BSA/AML policies, procedures, and controls.
• Assist in overseeing various components of the BSA/AML program including customer due diligence, sanctions screening, AML and sanctions screening, and suspicious activity reporting, where applicable.
• Participate in risk assessments to identify and evaluate BSA/AML risks across products, services, customers, and geographic locations.
• Collaborate with senior leadership to develop and execute strategic initiatives that enhance program effectiveness.

VP, BSA/AML Operations

Manager

• Leads projects and cross-functional teams in executing strategic capital markets initiatives
• Responsible for developing, structuring and executing capital markets transactions
• Responsible for developing and cultivating capital markets relationships and strategic partnerships
• Responsible for developing a securitization / off balance sheet platform for the banks commercial and consumer assets
• Responsible for leading the banks warehouse lending business • Responsible for developing and cultivating warehouse lending relationships
• Responsible for developing, structuring and executing warehouse lending transactions.
• Responsible for overseeing and enhancing all warehouse lending investor reporting
• Acts as a strategic partner in the creation and communication of business cases to internal stakeholders.
• Establishes and structures direct and indirect partnerships with internal business teams.
• Negotiates and facilitates Partnership Agreements, working collaboratively with internal and external representatives.
• Performs industry research to highlight opportunities within existing lines of business and/or identify promising new verticals.
• Oversees the continuous development of data analysis and modeling used for Structured Finance.
• Monitors and analyzes relevant industry sectors and competitive markets, including payments, community banking, and specialty finance.
• Other duties as assigned.

Manager, Capital Markets

• Investigate alerts and cases generated from transaction monitoring systems, applying risk‑based judgment to identify potentially suspicious activity.
• Analyze transactional activity, payment flows, and customer behavior to identify anomalies or red flags.
• Prepare and file Suspicious Activity Reports (SARs) and Currency Transaction Reports (CTRs) in accordance with internal procedures and regulatory standards.
• Maintain current knowledge of BSA/AML and OFAC regulations, FinCEN guidance, and evolving financial crime typologies relevant to payments, merchant acquiring, and fintech activities.
• Document investigative findings clearly and accurately within case management systems.
• Meet defined service level agreements (SLAs) and productivity and quality expectations for assigned workstreams.
• Escalate higher‑risk or complex matters to senior analysts or management in accordance with BSA/AML - SAM procedures.
• Collaborate with BSA/AML-SAM peers and internal stakeholders to support investigations and ongoing program objectives.
• Support FinCEN 314(a) and 314(b) information sharing requests and assist with law enforcement inquiries and legal process responses under the direction of senior staff.
• Perform other duties as assigned to support the BSA/AML-SAM Operations Team.

BSA/AML – SAM Cases Analyst I

Program Manager

• Support the development, implementation, and maintenance of comprehensive BSA/AML policies, procedures, and controls.
• Assist in overseeing various components of the BSA/AML program including customer due diligence, sanctions screening, and suspicious activity reporting.
• Participate in risk assessments to identify and evaluate BSA/AML risks across products, services, customers, and geographic locations.
• Collaborate with senior leadership to develop and execute strategic initiatives that enhance program effectiveness.
• Other duties as assigned.

BSA AML Program Director

Operations

• Serves as a liaison between Pathward and Processors for daily communications.
• Leads processor integrations and solution implementation to support Pathward products.
• Provides frontline support and issue remediation for external system applications.
• Issues and tracks performance to resolution.
• Oversees exception handling ensuring resolution of rejected records.
• Manages data quality alerts and investigates to identify root cause.
• Creates and implements data quality alerts to mitigate risks and support good quality of data.
• Queries and analyzes data to troubleshoot issues and identify scope.
• Presents and communicates findings from data analysis and recommends corrective action as needed.
• Creates and implements solutions to grow and develop oversight controls.
• Defines requirements on Engineering efforts and validates results in production.
• Proposes and implements solutions for complex data issues both independently and in collaboration with peers.
• Drives solution set across development teams to adhere to industry and regulatory changes.
• Leads the implementation of data reconciliation, monitoring, and control processes.
• Establishes controls for SLA oversight in accordance with contractual agreements.
• Leads problem management and resolution, escalation of issues as necessary.
• Supports Engineering efforts as subject matter expert of third-party processor.
• Configures processor defined values according to business definitions to normalize data in Pathward processing environment.
• Serves on data governance or other business committees representing the perspectives and the needs of the Processor Operations team.
• Actively participates on virtual teams as a technical resource accounting for processor related tasks and advising appropriate business units on issues, remediation status, and overall processor performance.
• Develops strong working relationships with processors and internal business partners for optimal support and operation of Pathward products.
• Mentors and supports teammates in data quality and problem management efforts.
• Conducts periodic engagements with processors preparing agendas and documents outcomes.
• Supports business projects as subject matter expert.
• Conducts periodic reviews, information gathering and reports performance in support of Third-Party Reviews.
• Leads periodic reviews of departmental procedures and implementation of process improvement.
• Other duties as assigned.

Senior Processor Operations Specialist

Analyst

• Provides analytical and operational support in managing the bank’s Capital Markets initiatives.
• Assists in the evaluation, structuring and execution of potential new Capital Markets structured finance opportunities including securitization, whole loan sales and forward flow agreements.
• Assists in reviewing Lender Finance / Warehouse term sheets and legal documentation, assessing deal risk and return metrics, preparation of deal approval write ups, and presentations to the bank’s Executive Credit Committee.
• Assists with day-to-day warehouse lending operations including preparing advance / paydown requests and reviewing borrowing base and compliance reporting.
• Develops and executes ongoing controls, mitigation plans, testing, and oversight of the warehouse lending business.
• Identifies and implements new concepts, best practices and approaches related to Capital Markets reporting and operational & credit risk management.
• Assists in overseeing all third-party Capital Markets financial and operational audits.
• Assists in overseeing all Capital Markets due diligence, financial modeling, risk management and legal documentation.
• Works in a collaborative environment to perform detailed financial analysis and assist in building complex transaction models for new and existing warehouse – structured finance transactions.
• Supports the Chief Investment Officer and Head of Capital Markets in other assigned tasks related to the Bank’s Structured Finance Business.
• Other duties as assigned.

Capital Markets Analyst I

Risk

• Lead the execution of due diligence reviews for high risk customers across all business lines
• Develop and maintain standardized review procedures, templates, quality standards, and escalation protocols
• Build, lead, and develop a team of high risk review analysts and specialists
• Represent the high risk review function during regulatory examinations, internal audits, and external assessments

Director, BSA High Risk Customer Review

• Partner with BSA model design stakeholders to translate design decisions into detailed functional requirements, business rules, acceptance criteria, and expected outputs for the technology/product counterpart
• Serve as the BSA subject matter authority in requirements discussions, ensuring compliance and regulatory considerations are fully reflected in system specifications
• Evaluate proposed technical approaches from the technology/product counterpart to confirm alignment with BSA program objectives and model design intent
• Maintain a prioritized list of enhancement requests, defect resolutions, and regulatory-driven changes
• Own user acceptance testing for all customer risk rating system changes, new deployments, and model recalibrations, including development of test plans, test cases, and sign-off protocols
• Validate that risk ratings are accurately calculated, properly assigned, and consistently applied across customer segments and business lines
• Monitor model outputs on an ongoing basis to identify anomalies, unexpected distributions, or data quality issues and surface findings to BSA model design stakeholders
• Optimize and tune system parameters to ensure the platform produces desired outputs
• Investigate and resolve discrepancies between expected and actual outputs, coordinating with model design stakeholders on design questions and the technology/product counterpart on system issues
• Maintain comprehensive functional documentation including business rules, data mappings, validation results, monitoring activities, and remediation actions for regulatory examination / audit readiness
• Coordinate with the technology/product counterpart on timelines, release schedules, and issue resolution to ensure BSA priorities are appropriately reflected
• Partner with BSA Department to ensure risk ratings drive appropriate workflows and reflect relevant business context
• Develop and maintain a functional roadmap for BSA risk rating capabilities aligned with the Bank's growth strategy and regulatory environment
• Prepare materials for management reporting on model output performance, data quality trends, and enhancement initiatives
• Build, mentor, and lead a team of BSA technology analysts and functional specialists with clear performance expectations and development paths
• Support new product and market expansion initiatives by assessing functional requirements for customer risk rating in new business lines

Director, Financial Crimes Technology

People Operations

• Provides transactional and administrative support for P&C processes and projects, as assigned.
• Monitors People & Culture inboxes and responds to inquiries
• Creates and distributes reports for assigned areas
• HR Systems: supports reporting, data integrity and maintenance, and position management
• Compensation: coordinates compensation survey submissions and database, maintains job architecture, and supports compensation cycle processes
• Employee Benefits & Well-Being: supports open enrollment, benefit education and communication, and wellness initiatives
• People Business Partners: assists with core P&C business processes, such as talent reviews, performance review calibration, employee relations support, and compensation planning
• Talent Management & Employee Experience: provides support for all aspects of the talent lifecycle, including people attraction, entry-level recruiting, candidate experience, pre-boarding, on-boarding, learning and development, talent assessment, employee experience and off-boarding.
• Remains updated on P&C market trends and employment laws to ensure compliance with applicable local, state, and federal regulations
• Assists with mergers, acquisitions, and other corporate transactions, as needed
• Occasional travel may be required
• Other duties as assigned

Senior People & Culture Specialist

Product Manager

• Defines and drives delivery of solutions that enables product outcomes that delights our stakeholders and customers.
• Develops solutions and deliver scalable products to the end user.
• Creates and manages product strategies, roadmaps, and product specifications for all payments specific product suites.
• Ensures product features and processes align with applicable financial compliance and risk management standards.
• Creates and validates user story feature acceptance criteria as well as ensure appropriate testing frameworks for product features.
• Collaborates with business leads, partner operations, customer success, architecture and engineering and product inputs to assess cross-partner value, scope of effort, usability, and priority of product features.
• Supports or leads product discovery on new product offerings, working with the Product Manager team, strategy team, business partners, and others to identify potential new lending products and validate the opportunity.
• Collaborates with product marketing, sales, partners, support etc. to develop product collateral such as product descriptions, presentations and training for a strong go-to market and customer support plan.
• Develops and/or implement database recovery plans and procedures.
• Other duties as assigned