Director, Enrollment & Onboarding (Tax) at Pathward Financial

Job description

We are a hybrid, remote-office company dedicated to growing our talent anywhere! We have onsite locations in: Sioux Falls, SD, Phoenix, 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 are a 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: Leads the team responsible for enrolling new and returning tax offices into the proprietary client platform. Accountable for team performance, enrollment quality, service delivery, risk management, and the customer onboarding experience. Establishes operating standards, controls, escalation processes, seasonal readiness, and improvement priorities, while guiding complex enrollment decisions. Partners with Sales, Compliance, Risk, Operations, and Customer Service to deliver a consistent, high-quality customer journey. What You Will Do: Leads the Tax Division’s Enrollment & Onboarding function, translating business goals and customer commitments into clear priorities, scalable operating plans, and measurable team outcomes. Builds, coaches, and leads a high-performing enrollment team with the capacity, expertise, accountability, and decision-making discipline required to support peak tax-season volumes and year-round business needs. Build a results-driven culture of accountability, sound judgment, open communication, consistent execution, and continuous improvement across the team. Responsible for enrollment quality and control performance, including sampling work to ensure accuracy and confirmation that process or control gaps are resolved and sustained. Serves as the decision authority for complex or escalated enrollment matters, balancing customer impact, tax business objectives, operational feasibility, and regulatory risk. Sets and documenst the enrollment operating process model, service expectations, escalation paths, and handoffs needed to deliver a timely, consistent onboarding experience. Identifies opportunities to simplify enrollment processes, reduce avoidable rework, improve accuracy, and strengthen the customer experience. Partners with Compliance to assess concerns, resolve higher-risk cases, strengthen enrollment controls, and implement required process or documentation changes. Produces and presents enrollment trend reporting for leadership, including year over year application volume, approval status, turnaround times, aging, productivity, quality results, exceptions, capacity trends, and risk indicators. Uses enrollment volumes, quality results, service performance, capacity, and risk indicators to anticipate pressure points, direct resources, and provide Tax leadership with clear decisions and recommendations. Drives readiness for new tax products, customer launches, process changes, and seasonal demand, ensuring the team, controls, systems, and partner functions are prepared to execute. Maintains clear communication with internal stakeholders regarding enrollment requirements, status, decisions, and operational changes. Partners across Sales, Customer Journey, Operations, Compliance, Risk, Technology, and Product to remove enrollment barriers, resolve higher-risk issues, and deliver Tax Division growth and customer experience goals without compromising control expectations. Represents Enrollment & Onboarding in cr