FCC Quality Assurance Manager

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Must be legally eligible to work in the United States without sponsorship, now or in the future, to be considered.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who's committed to meeting your needs today and tomorrow.

On the leading edge: We're innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we're a partner you can trust.

What You'll Do:

As the BSA/FCC Quality Assurance (QA) Manager, you will lead the Quality Assurance program within the Bank Secrecy Act/Financial Crimes Compliance team. This working manager role means you will both manage a team of QA specialists and personally perform QA reviews to ensure the highest quality of compliance work. In this role, you will:

• Manage and coach the QA team to ensure high-quality performance.
• Conduct QA testing of BSA/AML and fraud processes, including, but not limited to CIP, alert reviews, case investigations, CTRs, OFAC reviews and SARs.
• Maintain and enhance QA policies, procedures, and testing methodologies.
• Develop and report on QA metrics and KPIs to senior management; identify trends and areas for improvement.
• Serve as QA point of contact during audits and exams; ensure audit readiness.
• Stay current on BSA/AML, OFAC, and fraud regulations and adjust or implement QA changes accordingly.
• Collaborate with first line and second line team leads to resolve QA findings and improve processes.
• Maintain QA documentation and ensure alignment with compliance standards including record retention and testing worksheets.
• Identify and escalate emerging risks to leadership.

What Do You Need?

Required:

• 5+ years in BSA/AML, financial crimes compliance, or audit/QA roles.
• Strong knowledge of BSA/AML, OFAC, and KYC/CIP regulations.
• Experience with audit/QA processes and regulatory interactions.
• Excellent written and verbal communication skills.
• Proven leadership, multitasking, and organizational abilities.

Preferred:

• Bachelor's degree in business, finance, or a related field (or equivalent experience), with a preferred focus in compliance testing or auditing.
• Experience with systems like Verafin, NICE Actimize, Prime, or FS/IBS.
• ACAMS, CFE, or similar certifications.
• Familiarity with Microsoft Office (Word, Excel, PowerPoint, Outlook) and other tools like SharePoint and Teams.

Technology Skills:

• Ability to work with the Microsoft Suite and learn/work with other Customers Bank's applications.

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide "reasonable accommodations", upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let's take on tomorrow.