Customer Intelligence Unit Manager

Description

The Customer Intelligence Unit Manager is responsible for the oversight of the Special Coverage Unit which consists of Senior EDD analysts reviewing the Mercury customers with the highest transaction volumes and referrals from Choice’s FIU, CIU and QA teams. This position reports directly to the Customer Intelligence Unit (CIU) Director.

Requirements

• Oversee KYC activities, including transaction analysis, across the Bank’s FinTech program’s Special Coverage Unit which focuses on the highest risks across Customers, Products/Services, and Geographies
• Help support the Bank’s Operating Model to strengthen Second Line of Defense level program controls by establishing and managing a specialized group of resources with elevated experience/skillset to perform KYC activities for customers with the highest transaction volumes and customer referrals from Choice’s FIU, CIU, and QA teams into a centralized KYC program
• Help develop a comprehensive Quality Control (QC) process and perform 2nd level review of the EDD reviews performed by Fintech Partners
• Work closely with the Bank’s Quality Assurance (QA) function, identifying, implementing, and training on CIU process enhancements
• Serve as a Subject Matter Expert (SME) for Special Coverage Unit EDD analysts
• Evaluate and monitor staffing capacity and production metrics for Special Coverage Unit EDD analysts
• Developing relationships with key internal and external stakeholders, including external consultants, IT staff and senior management to serve FinTech partners
• Provide thought leadership and advancement of the KYC program by leveraging technology and enhancing the Bank’s capabilities to support growth
• Perform annual performance reviews for all Special Coverage Unit EDD analysts
• Support internal audit and regulatory agency reviews of the program by maintaining evidence of ongoing enhancements
• Ensuring identified program issues and risks are appropriately remediated
• Adapt to changes in EDD population, regulatory commitments, internal compliance commitments, etc., as appropriate
• Ensure adequate capacity planning/workload prioritization across Special Coverage Unit EDD analysts relative to identified targets, SLAs and Regulatory commitments
• Fostering an innovative and inclusive environment while playing an active role in counselling and mentoring junior colleagues
• Driving high quality work products within expected timeframes and budget
• Monitoring progress, managing risks and ensuring key stakeholders are kept informed on progress and outcomes
• Building and growing relationships with FinTech partners and throughout the financial crimes compliance industry
• Understanding and being able to analyze key aspects of anti-money laundering, sanctions, anti-bribery and corruption, and other financial crimes regulations
  
  

Leadership

• Conduct regular one-on-ones and coach to success (i.e. help them win)
• Set expectations by defining the desired results and trusting the process to the employee
• Listen to employee feedback – what’s working, what’s not – support them in making positive changes and provide them with adequate resources
• Invest in the employee’s professional and personal development through intentional allocation of time to learning and professional opportunities
• Catch employees being successful and deliver timely, individualized recognition
  
  

Qualifications

• 5–7 years of financial crimes compliance experience within regulated banking or consulting; practical work with higher-risk sectors (Digital Assets, MSBs, Third-Party Payment Processors) is preferred.
• Operates confidently across the BSA/AML ecosystem (KYC, sanctions screening, risk rating, EDD), including workflow ownership and quality reviews.
• Direct involvement in BSA/AML program transformation (regulatory response or BAU), delivering defined workstreams and measurable improvements.
• Hands-on experience with FinTech, Digital Banking, and/or BaaS partner oversight, including issue tracking and remediation coordination.
• Capable communicator with cross-functional leaders; supports regulatory interactions by preparing evidence and drafting responses.
• 2–3 years of team coordination or people management; able to manage budgets for small programs or projects.
• Bachelor’s degree required.
• CAMS, CFE, CFCS or equivalent preferred; commitment to maintaining continuing education.
  
  

Travel Requirement

This position requires travel to support business needs, including team collaboration, internal trainings, and cross-functional initiatives. The frequency and duration of travel will vary based on organizational priorities and team needs.

Cultural Alignment

Choice is #PeopleFirst, banking second.

People don’t need just another bank. People need to be supported by a team of trusted partners who will get to know them and their business, understand their challenges, discover their dreams, and recognize the success in bringing people and banking together in our communities.

In contributing to our culture, Choice team members are guided by our core values.

• Embrace change and encourage innovation.
• Know when to ask for help and know when to offer help.
• Better the places we live.
• Work hard. Do the right thing. Have a little fun.
  
  

Our vision of Diversity at Choice is supported by our #PeopleFirst mission and our core values.

Being #PeopleFirst means that Choice is committed to focusing attention and resources towards creating an environment where everyone feels respected and valued and can do their best work. Doing the right thing means encouraging employees to share their experiences and ideas, and to bring their whole authentic selves to work. Together, we can build an inclusive culture that seeks out, supports, and celebrates diverse voices. We can use our diversity to fuel creativity and innovation and bring us closer to our customers and the communities we serve. Be welcome at Choice. We can see you here.

Disclosure

This job description is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a significant risk to the health and safety of themselves or other employees.

All employment at Choice Financial Group is “at will” employment. This position description does not create an employment contract, implied or otherwise.

The base salary for this role is listed below. This pay range is posted to comply with wage transparency laws. The base salary may vary based on skill, ability, knowledge, experience and geographic location. Full time employees are also eligible for a competitive bonus and benefits package. Check out bankwithchoice.com/careers for an outline of current benefit offerings.