Manager Payments Onboarding Quality Assurance
The quality control manager is responsible for overseeing a team of quality assurance analysts and specialist who are focused on first line know your customer (KYC) and know your business (KYB) account opening and fulfillment quality assurance checks for commercial onboarding, account opening and fulfillment tasks. The manager ensures that all processes and procedures as well as regulations related to KYC/KYB are followed accurately and efficiently, identifying any quality trends, discrepancies or issues in the documentation provided.
Position Responsibilities:
Customer and Business Partnership
- Develop and maintain strong relationships with internal stakeholders and cross-functional teams, including account opening teams, compliance, and risk management departments to integrate processes, align goals and drive synergy for a unified customer experience.
- Collaborate with business partners to ensure KYC/KYB requirements are met effectively and efficiently.
- Act as a point of contact for customer inquiries and complaints related to KYC/KYB compliance p Conduct regular qualitative audits of account opening, TM implementations, and service functions to rectify discrepancies.
- Provide guidance and support to account opening teams to enhance the customer experience while maintaining compliance standards.
- Use data and key metrics to analyze onboarding, account opening and fulfillment improvements that address pain points, bottlenecks and enhance the overall customer and colleague experience.
- Establish key performance indicators (KPIs) to measure quality, customer satisfaction, and revenue generation, setting targets to drive continuous improvement and business success.
- Simplify business interactions, reduce duplicative work and data entry, and promote end-to-end thinking that extends to colleagues and clients.
- Monitor market trends, competitor offerings, and industry best practices to stay ahead of the curve, identify opportunities for product differentiation, and drive sustainable growth and competitive advantage.
Operational Execution
- Oversee the daily operations of the KYC/KYB quality assurance team, ensuring tasks are completed accurately and in a timely manner.
- Ensure all customer complaints are properly escalated, recorded, and provide more visibility to partners and clients.
- Ensure accuracy and timeliness in set up, fulfillment and servicing of treasury payments, adhering to established procedures and protocols to minimize errors and maintain operational efficiency.
- Develop and implement standardized procedures for conducting quality assurance checks on account opening tasks.
- Monitor key performance indicators related to KYC/KYB compliance and provide regular reports to management on team performance.
- Identify operational inefficiencies and implement process improvements to enhance overall efficiency and effectiveness.
- Implement robust quality control processes to verify the accuracy of processes, identify discrepancies, and take corrective actions promptly to uphold service quality standards.
Risk Ownership
- Oversee the daily operations of the KYC/KYB quality assurance team, ensuring tasks are completed accurately and in a timely manner.
- Develop and implement standardized procedures for conducting quality assurance checks on account opening and fulfillment tasks.
- Monitor key performance indicators related to KYC/KYB compliance and provide regular reports to management on team performance.
- Identify operational inefficiencies and implement process improvements to enhance overall efficiency and effectiveness.
- Document and/or update end-to-end risk and controls, conduct robust risk assessments, and identify mitigation strategies.
- Develop/enhance business models that support risk policy and procedures, transition to proactive strategies, and ensure quality in all functions.
- Conduct regular qualitative audits of account opening, TM implementations, and service functions to rectify discrepancies.
- Adhere to policies and procedures to prevent errors, ensure successful audit results, and participate in compliance and risk control monitoring protocols.
- Continuously share risk and fraud expectations, track team metrics, and complete a stop/start/continue/transfer analysis for clear function placement.
- Implement standardized quality control processes, define and track Key Risk Indicators (KRIs), and create Scorecards.
- Put a monthly review cadence in place for incidents, complaints, and other metrics to drive conversations for better process efficiency.
- Meet regularly with Payments risk team to review findings, evaluate risks, and identify gaps impacting customers or the community.
- Participate in or lead efforts related to business continuity, disaster recovery, and compliance training.
Team Development and Financial Stewardship
- Provide leadership and direction to the QA team, fostering a culture of continuous learning and development.
- Develop and deliver training programs to enhance the team's knowledge and skills in KYC/KYB compliance.
- Foster a culture of transparency and accountability at all levels of the organization, ensuring that decisions are made with integrity and in the best interest of the company.
- Proactively identify and mitigate risks that could impact the company's financial stability and reputation, ensuring resilience in the face of challenges.
- Develop and execute a clear strategic plan that aligns with the company's long-term goals and vision, guiding decision-making, and resource allocation.
- Encourage open communication and collaboration among teams and departments, promoting a unified approach to achieving the company's financial objectives.
Position Qualifications:
- Bachelor's degree from an accredited university or 4 years of relevant experience
- 10 years of experience in Financial Services
- 5 years of experience in management
- 5 years of experience in Lending Operations: Commercial or Consumer Loan Servicing, Mortgage Loan Servicing, Commercial or Consumer Loan Origination, Compliance or Quality Control Audit
- 5 years of in-depth knowledge of banking laws and regulations with an emphasis on Commercial Lending
Work Best Category: Category C - Days in the office will either be designated days or will vary week to week from 2-5 days
Hours: 8:00am - 5:00pm Monday - Friday
Salary: To Be Determined Based on Individual Experience
About Comerica
We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD&D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure.
Upon offer, Comerica conducts a comprehensive background and fingerprint check. Your fingerprints will be used to check the criminal history records of the FBI and may be subscribed in the FBI's Record of Arrest and Prosecution Background ("RAP Back") service, which provides ongoing notification to the Company of any updates to your criminal history.
NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.
Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned into three major business segments; the Commercial Bank, the Retail Bank, and Wealth Management. Comerica's colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.
Comerica is proud to be an Equal Opportunity Employer - disability/veteran.
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Comerica Bank
life insurance, parental leave, paid time off, sick time, 401(k)
Jun 17, 2025