I manage the Financial Investigative Unit for our FI, and when we identify unusual activity that we need more info on (e.g. source of cash/purpose of transactions), or the customer needs to be informed to cease his/her activity, we email the account manager to have him/her contact the customer. I've been asked to find out what the process is at other FI's. Are your customers contacted by your BSA Dept, the applicable account officer, or some other centralized department? Would greatly hearing your responses.

All customer contact in our bank ($1 Billion with 14 branches) is done by branch personnel and not BSA.

Same as above branch personnel

Account officers and branch personnel. On occasion I have sat in on discussions between the customer and the account officer in case the customer answers brought about more questions.

either relationship managers or the customer care unit.

Customer contact in our bank is handled by frontline staff as well. The BSA Department does not personally contact customers (or at least not us, as Analysts).

No customer contact from Risk Dept here either.

Relationship managers always contact the customers at out bank. BSA may be brought in with MSBs but not with normal account activity questions. I would think that would cause alarm to our general customers if we were conacting them directly.

My concern also, Julie. Thank you all for such prompt responses. Greatly appreciated!