Run a structured issue intake + triage workflow: client report → scoping questions → impact analysis → RCA → fix plan → validation → closeout.
Communicate with clients clearly and consistently: acknowledge receipt, gather details, provide status updates, explain impact and timelines, and document outcomes.
Investigate reported issues using system artifacts (config, logs, event history, screenshots, data exports) to determine whether the issue is product behavior, configuration, misuse, or misunderstanding.
Perform impact analysis: identify who/what is affected, severity, timeframe, and any downstream reporting or operational implications for the client.
Produce crisp internal writeups: problem statement, reproduction steps, evidence, hypothesis, root cause, decision log, and recommended remediation.
Translate findings into actionable product requirements and work items for Product/Engineering (acceptance criteria, edge cases, risk notes).
Coordinate fix delivery with cross-functional stakeholders (Product, Engineering, Support/CS, Compliance leadership), keeping cycle time and clarity high.
Design test plans and test evidence for fixes (before/after proof, scenario coverage, regression checklist).
Expand automated regression coverage over time (API tests, scripted tests, data-driven test cases); use AI-assisted test generation to propose edge cases and synthetic scenarios without hype.
Track trends in issues (recurrence, root causes, time-to-close), and recommend targeted quality improvements to reduce repeat volume.
Stay apprised of new and updated mortgage servicing regulations across federal, state, and investor/GSE sources; maintain an internal change log with effective dates and key obligations.
Triage potential changes as they emerge: assess applicability by product area and client segment, identify urgency, and flag ambiguous interpretations for escalation.
Perform structured impact analyses for each relevant change, including workflow impacts, data and reporting impacts, operational dependencies, client configuration considerations, and residual risk.
Partner with Product and Engineering to translate regulatory changes into clear requirements, scope options, and a pragmatic change plan (milestones, owners, testing approach, and timeline).

Requirements

4+ years in compliance investigations, risk/controls, incident management, QA, product support engineering, or a similar problem-solving role in a regulated environment.
Demonstrated experience running structured triage + RCA for complex issues with multiple stakeholders.
Strong client communication skills (written and verbal): can ask clarifying questions and explain outcomes without hand-waving.
Ability to translate ambiguous issue reports into reproducible steps, clear acceptance criteria, and prioritized work items.
QA mindset: experience writing test plans, capturing test evidence, and thinking in edge cases and regressions.
Comfort working with data and familiarity with software engineering to engage credibly with engineering and product teams.
Familiarity with regulated financial services concepts and the discipline of documentation/controls (without positioning as legal advice).
Ability to translate complex regulatory requirements into clear, actionable product and operational guidance.
High ownership as an IC: manages multiple investigations simultaneously and meets response/closure expectations.
Preferred qualifications:
Experience in compliance, risk, or regulatory operations (servicing, fintech or CFPB-oriented environments a plus).
Experience partnering closely with Product/Engineering teams to ship fixes under time pressure.
Exposure to automated testing (API testing, scripted tests); coding experience (Python/TypeScript) a plus.
Experience using AI tools to draft or expand test cases, validate outputs, or generate synthetic scenarios responsibly.
Familiarity with tools like Jira/Linear, Confluence/Notion, ticketing systems, and incident/postmortem templates.
Experience identifying systemic trends and proposing durable quality improvements (not just one-off fixes).

Benefits

Compensation: competitive salary with a meaningful stake in the company via equity, and 401k plan
Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback
Play together: quarterly budgets for team and company outings. Use it for team swag, cooking classes, or team dinners!
Generous time off: flexible paid time off, sick days, and 11 company holidays
Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid so you can focus your energy on your newest addition

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

impact analysisroot cause analysistest plansautomated regression testingAPI testingPythonTypeScriptdata analysisincident managementquality assurance

Soft Skills

client communicationproblem-solvingclarifying questionsownershipcollaborationdocumentationprioritizationattention to detailadaptabilitystakeholder management